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Citizen Feedback

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.

CrossVoiceCross-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.

Strengthening the Demand-Side of Governance Through Citizen Feedback on Public Services and Budgets

While the Government of Moldova and public sector is making a continuous effort and invests in open and collaborative governance and have more or less sufficient mechanisms for public participation, citizen engagement in general and ICT-enabled participation to governance in particular is quite limited and not very popular at the moment. This assessment report studies the existing efforts in Moldova to implement ICT-
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Citizen Feedback Mechanisms in the National Fadama Development Project

Despite Nigeria’s strong economic track record, poverty is significant, and reducing it will require strong non-oil growth and a focus on human development. Constraints have been identified to enhancing growth, including the investment climate; infrastructure, incentives and policies affecting agricultural productivity; and quality and relevance of tertiary education. In spite of successful initiatives in human devel
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Citizen Feedback Mechanisms in the Nigeria States Health Investment Project

  Despite Nigeria’s strong economic track record, poverty is significant, and reducing it will require strong non-oil growth and a focus on human development. Constraints have been identified to enhancing growth, including the investment climate; infrastructure, incentives and policies affecting agricultural productivity; and quality and relevance of tertiary education. In spite of successful initiatives in huma
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Enabling Citizen Feedback in the Barrios y Comunidades de Verdad Urban Infrastructure Project

  The Bolivia Urban Infrastructure project works to improve the access to basic services of the urban poor in the Bolivian cities of La Paz, El Alto, and Santa Cruz. This is achieved through targeted infrastructure investments and the provision of technical assistance to municipalities in the planning, expansion, and sustainability of urban service delivery. The ODTA team has developed an innovative citizen feed
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The Power of Mobile: Saving Uganda’s Banana Crop

  Ureport is a Ugandan network of 195,000+ volunteers who use mobile technology to report on various issues. ODTA mobilized the Ureport network to gather and disseminate information to stop the spread of a devastating infection that is killing banana plantations in the country. The Banana Bacterial Wilt Disease (BBWD) presents a food security issue by destroying the crop. The BBW is the single most important thr
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Brazil FBS for the Multimodal Transport Corridor Sao Francisco

This project is an elaboration of a study for best practices of citizen engagement related to transport and water resources. It is also an elaboration of a strategy for multi-level participatory water and transport governance mechanism with the support of ICT.
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Minas Gerais State: Third Minas Gerais Development Partnership DPL

Th project supports initiatives related to the evaluation of public services, participatory decision-making, and budget transparency. The support is divided in three components: i) integration of BOOST solutions to the state’s transparency portal ii) support to the design of the state participatory planning process iii) support to the creation of a CrossVoice system of evaluation of public services via existing Inter
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Rio de Janeiro Municipality: ICT for Empowering the Urban Poor

This project is focused on the development of a collaborative platform (mobile and web supported) for the identification of public service priorities in the pacified favela of Cidade de Deus (City of God), a collaborative effort that brought together Rio de Janeiro Municipality, Bank operations, WBICG, WBIUR, and Fundacao Getulio Vargas (FGV-Rio).
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Rio de Janeiro Municipality: Strenghthening Public Management Technical Assistance

This project is an elaboration of the proposal for incorporation of an Open311 standard and solutions to the municipal government’s call center (1746). The project is envisioned in four steps: i) creation of system of data analysis and visualization ii) CrossVoice system of public consultation and evaluation of public services iii) optimization of 1746 portal and development of applications (e.g. mobile solutions) iv
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