Working Paper

When Does ICT-Enabled Citizen Voice Lead to Government Responsiveness?

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collection.link.145
https://openknowledge.worldbank.org/handle/10986/7735
collection.name.145
World Development Report Background Papers
dc.contributor.author
Peixoto, Tiago
dc.contributor.author
Fox, Jonathan
dc.date.accessioned
2016-01-14T17:37:29Z
dc.date.available
2016-01-14T17:37:29Z
dc.date.issued
2016-01
dc.description.abstract
This paper reviews evidence on the use of 23 information and communication technology (ICT) platforms to project citizen voice to improve public service delivery. This meta-analysis focuses on empirical studies of initiatives in the global South, highlighting both citizen uptake (‘yelp’) and the degree to which public service providers respond to expressions of citizen voice (‘teeth’). The conceptual framework further distinguishes between two trajectories for ICT-enabled citizen voice: Upwards accountability occurs when users provide feedback directly to decision-makers in real time, allowing policy-makers and program managers to identify and address service delivery problems – but at their discretion. Downwards accountability, in contrast, occurs either through real time user feedback or less immediate forms of collective civic action that publicly call on service providers to become more accountable and depends less exclusively on decision- makers’ discretion about whether or not to act on the information provided. This distinction between the ways in which ICT platforms mediate the relationship between citizens and service providers allows for a precise analytical focus on how different dimensions of such platforms contribute to public sector responsiveness. These cases suggest that while ICT platforms have been relevant in increasing policymakers’ and senior managers’ capacity to respond, most of them have yet to influence their willingness to do so.
en
dc.identifier.uri
http://hdl.handle.net/10986/23650
dc.language.iso
en_US
dc.publisher
World Bank, Washington, DC
dc.relation.ispartofseries
WDR 2016 Background Paper;
dc.rights
CC BY 3.0 IGO
dc.rights.holder
World Bank
dc.rights.uri
http://creativecommons.org/licenses/by/3.0/igo
dc.subject
public service delivery
dc.subject
government responsiveness
dc.subject
citizen voice
dc.subject
accountability
dc.subject
ICT platforms
dc.title
When Does ICT-Enabled Citizen Voice Lead to Government Responsiveness?
en
dc.type
Working Paper
en
okr.date.disclosure
2016-01-14
okr.doctype
Publications & Research :: Working Paper
okr.doctype
Publications & Research
okr.googlescholar.linkpresent
yes
okr.identifier.report
102967
okr.language.supported
en
okr.topic
Governance :: National Governance
okr.topic
Governance :: Democratic Government
okr.topic
Social Development :: Civil Society
okr.topic
Social Development :: Participations and Civic Engagement
okr.topic
Information and Communication Technologies :: Digital Divide
okr.unit
DECWD

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