Other Public Sector Study
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Publication
Chatbots for Third-Party Monitoring: CivicTech Pilot in Madagascar
(World Bank, Washington, DC, 2020-06)Growing evidence confirms that citizen engagement is key to improving the delivery and quality of public services, management of public finances, and to promoting social inclusion, resulting in tangible improvements in people’s lives. The advent and availability of new technologies provide new opportunities to reach citizens, aggregate their ‘voice’ and demand, help governments respond, and partner with citizens to find and implement solutions collectively. With the right approach, CivicTech enables citizens to overcome income, social, and geographical barriers to interact with governments and participate at the local or national level. The CivicTech pilot in Madagascar supported the development of a Facebook ChatBot (bot) to enable third-party monitoring of service delivery operations for the Madagascar Public Sector Performance Project (PAPSP, P150116). A similar approach could be replicated for Community Driven Development (CDD) projects and local government and decentralized service delivery projects to achieve a multi-channel structure for third-party monitoring (offline, mobile, and web). The note documents the CivicTech pilot experience in Madagascar and lessons learned. -
Publication
Citizen Engagement in Operations: A Stock-Take of Citizen Engagement in Development Policy Financing
(World Bank, Washington, DC, 2020-06)Guided by the 2014 Strategic Framework for Mainstreaming Citizen Engagement in World Bank Group Operations, the World Bank supports policies, programs, projects, and advisory services and analytics where citizen engagement (CE) can improve development results. While the corporate commitment to mainstream CE targets investment operations, the World Bank teams continue to explore CE in other instruments. Engaging Citizens for Better Development Results, a report by the Independent Evaluation Group (IEG), assessed the Bank Group’s efforts to mainstream CE. It recommends the World Bank “encourage and support efforts of its regional, country, and Global Practices teams to establish, where appropriate, thick CE that is regular and continuous, uses multiple tools, and is embedded in country systems.” It also suggests this objective could be achieved by more systematically using existing channels of dialogue and stakeholder engagement, including that of Development Policy Financing (DPF), and applying tools at the various levels. Given this context, this Governance Note aims to take stock of existing CE practice in DPF by shedding light on the prior action usage. -
Publication
Collaborative Social Accountability in Fragile Settings: Lessons from Guinea, Niger, and Tajikistan
(World Bank, Washington, DC, 2020-06)The United Nations and World Bank jointly urge a shift away from managing crises toward prevention through inclusive and collective interventions (United Nations and World Bank 2018). Collaborative social accountability—a process where citizens and civil society actors engage with state actors in joint, iterative problem solving to improve service delivery, sector governance, and accountability—can make an important contribution to this goal. Citizen engagement, and within that social accountability, can potentially help to strengthen the social contract and build state legitimacy. A consensus is emerging among scholars that state legitimacy is enhanced not by service delivery alone but by the opportunities the process provides for citizens to interact positively with the state. Inclusive citizen engagement involving women, youth, and other traditionally excluded groups in decision-making is fundamental to sustaining peace. Formal and informal civil society organizations (CSOs) can play critical roles by representing citizen interests and preferences, enabling citizens to hold government to account, facilitating collaboration of citizens and state actors, and involving coalitions of stakeholders. Supported by the State and Peacebuilding Fund (SPF), the Global Partnership for Social Accountability (GPSA) piloted collaborative social accountability approaches that bring together citizens, CSOs, and the state actors in Guinea, Niger, and Tajikistan from September 2018 to December 2019. This note aims to capture the activities and lessons learned as a resource for World Bank operations teams. -
Publication
Mainstreaming Citizen Engagement in Public Financial Management for Better Results
(World Bank, Washington, DC, 2019-12-01)Public financial management (PFM) is fundamental for effective resource management and the backbone for effective and efficient public service delivery. Citizen engagement (CE) in the PFM cycle contributes to achieving better development outcomes by mobilizing citizens in the PFM process, supporting more inclusive budget processes, and establishing pro-poor fiscal policies. Based on a desk review, this note is intended to provide a menu of CE entry points in the PFM cycle and serve as a reference guide to support World Bank task teams. It indicates that CE in PFM needs to move beyond transparency to achieve development objectives; budget literacy for inclusive CE is critical for both government and citizens; and two polarized types of engagement in PFM — engagement with the general public and engagement with small, selected, and specialized groups for in-depth feedback — are complementary to each other in achieving effective budget outcomes. -
Publication
Mainstreaming Citizen Engagement through the World Bank Group’s Country Engagement Model
(World Bank, Washington, DC, 2019-12-01)Efforts to mainstream citizen engagement into the Country Partnership Framework (CPF) cycle have the potential to contribute toward achieving country development goals and the World Bank Group’s twin goals of ending extreme poverty and boosting shared prosperity by maximizing the impact of citizen-centric initiatives. Informed by the findings of a desk review of the Systematic Country Diagnostic (SCD) and corresponding CPF from FY14 to FY19, this technical note is intended to serve as a resource for World Bank task teams to elaborate on options and entry points for systematic mainstreaming of citizen engagement in the CPF cycle, specifically in preparing the SCDs, CPFs, Performance and Learning Reviews, and Completion and Learning Reviews.