Publication: Chatbots for Third-Party Monitoring: CivicTech Pilot in Madagascar
Date
2020-06
ISSN
Published
2020-06
Author(s)
Rakotomalala, Olivia
Peixoto, Tiago
Kumagai, Saki
Abstract
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.
Citation
“Rakotomalala, Olivia; Peixoto, Tiago; Kumagai, Saki. 2020. Chatbots for Third-Party Monitoring: CivicTech Pilot in Madagascar. Governance Notes;No. 23. © World Bank, Washington, DC. http://hdl.handle.net/10986/34076 License: CC BY 3.0 IGO.”