logo

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.

Rio Grande do Sul: SWAp to Strengthen Public Investment

This project supports the citizen engagement component of SWAps technical assistance. Four activities are carried out under this component: i) elaboration of design of ICT mediated systems for citizen participation ii) development of multi-channel portal for the state system of citizen participation iii) development of statewide multi-channel system of evaluation of policies and public services iv) statewide online a
Read More

Karnataka Beneficiary Verification System

The government of Karnataka had taken a series of steps to improve basic health among its vulnerable groups by creating an independent Health Task Force, setting health-related human development targets and crafting a new health sector policy. A key component of this policy shift was establishing a fully functioning system for monitoring and evaluation. “It was very clear to policymakers that addressing the health di
Read More

Citizen feedback on justice services

In Niger, the Ministry of Justice recently established a hotline (ligne verte) in light of the pervasive public lack of knowledge about the judiciary system. The ODTA-ICT4Gov program worked closely with the Prime Minister’s office and all four mobile phone operators in the country to develop and integrate a mobile-based platform – with the objective of evaluating users’ experience with the justice system in gen
Read More

Citizen Feedback on Water Services

In a number of the poorest neighborhoods in Kinshasa, DRC, ODTA used mobiles to collect citizen feedback via SMS on the state of water points and water services. The data informed a Bank funded Water sector reform project. The data is collected and then it is used to inform discussions within a coalition of civil society, the water company, and the government on how to improve the water service. 90 new water points a
Read More