To improve public services, ICT is being used to connect users with providers. Citizens provide direct feedback on services received and the resulting data is gathered, processed, and visualized at lowered costs in a timely manner. This data is helping providers to better respond to the public’s needs. In this space, the following methodologies are being offered:
ReportVoice: Mobile and Web-based Citizen Feedback. This is based on lessons learned from citizen report cards and uses ICT to facilitate citizen feedback on public services. It aims to reduce the cost of participation, automate the data collection process, reduce risks of data corruption, and sustain an ongoing feedback loop that goes beyond one-off exercises, which is key to its effectiveness. Feedback data is being made publicly available to strengthen demand-side pressure and data is integrated in agency-owned information management systems to promote targeted governmental responsiveness.
CrossVoice: Cross-Selling Citizen Feedback Through Existing Citizen-State Exchanges. Governments are interacting with citizens on a regular basis through numerous channels – in person, through web portals, or through call center based services. CrossVoice taps into these channels of citizen-Government interaction to gather feedback on public service delivery. This approach exploits existing interaction infrastructure, such as Government hotlines or 311 numbers, to collect and process feedback data.