Other Public Sector Study

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Chatbots for Third-Party Monitoring: CivicTech Pilot in Madagascar

(World Bank, Washington, DC, 2020-06) Rakotomalala, Olivia ; Peixoto, Tiago ; Kumagai, Saki

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.
Citizen Engagement in Operations: A Stock-Take of Citizen Engagement in Development Policy Financing

(World Bank, Washington, DC, 2020-06) Kumagai, Saki

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.
Mainstreaming Citizen Engagement through the World Bank Group’s Country Engagement Model

(World Bank, Washington, DC, 2019-12-01) Masud, Harika ; Kumagai, Saki ; Grandvoinnet, Helene

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.