Sharma, Rajiv2012-08-132012-08-132011-02https://hdl.handle.net/10986/11065This note attempts to cover the basic concepts relating to the use of social accountability and information technology to monitor and evaluate public services and other governance processes that affect citizens. With the help of simple though practical examples that use these concepts, the note explains how to bring a qualitative change in monitoring and evaluation by making the whole process more citizen centered and outcome oriented. In turn, these practices can help improve the quality of service delivery. The note also covers a few country-specific initiatives from India to support the related arguments.CC BY 3.0 IGOACCESS TO INFORMATIONACCOUNTABILITYACCOUNTABILITY MECHANISMACCOUNTABILITY MECHANISMSADMINISTRATIVE REFORMSANTICORRUPTIONASSETSBETTER SERVICE DELIVERYBRIBESBUREAUCRACYCALL CENTERCAPACITY BUILDINGCAPACITY BUILDING FOR GOVERNMENTCAPACITY DEVELOPMENTCERTIFICATECHANGE MANAGEMENTCITIZENCITIZEN ADVISORYCITIZEN PARTICIPATIONCITIZEN REPORT CARDCITIZEN SERVICECITIZENSCITY GOVERNMENTCIVIC ENGAGEMENTCIVIL SERVANTSCIVIL SOCIETYCIVIL SOCIETY ENGAGEMENTCIVIL SOCIETY GROUPSCOMMUNITY PARTICIPATIONCOMMUNITY SCORECARDSCOMPLAINTSCONFIDENCECONNECTIVITYCONSULTATIONSCORRUPTCORRUPTIONCRIMINALCRIMINAL LAWDECISION MAKINGDETAILED INFORMATIONDIGITAL ASSISTANTSDISCRETIONDISCUSSION FORUMDISTRIBUTION SYSTEMSDOMAINE-GOVERNANCEE-GOVERNMENTE-LEARNINGE-MAILE-PROCUREMENTEGOVERNANCEELECTRICITYEMBEZZLEMENTFIGURESFLOW OF INFORMATIONFRAUDFREEDOM OF INFORMATIONGOOD GOVERNANCEGOVERNANCE PROCESSESGOVERNMENT AGENCIESGOVERNMENT DEPARTMENTSGOVERNMENT INFORMATIONGOVERNMENT OFFICIALSGOVERNMENT TO CITIZENGOVERNMENT WORKERSICTIDINDEPENDENT BUDGET ANALYSISINFORMATION FOR DEVELOPMENTINFORMATION SYSTEMINFORMATION TECHNOLOGIESINFORMATION TECHNOLOGYINITIATIVEINSPECTIONINSTITUTIONAL ENVIRONMENTINTERFACEINTERNATIONAL DEVELOPMENTKIOSKSLAWSLEADERSHIPLEGAL FRAMEWORKLICENSESMATERIALMINISTERMOBILE PHONEMOBILE TELEPHONEMUNICIPAL SERVICESNATIONAL GOVERNMENTNONGOVERNMENTAL ORGANIZATIONSONLINE ACCESSONLINE FORMSOPEN GOVERNMENTOPENNESSPARTICIPATORY APPROACHPARTICIPATORY BUDGETINGPARTICIPATORY PERFORMANCE MONITORINGPDFPERFORMANCE INDICATORSPHOTOGRAPHSPOLITICIANSPOSTAL SERVICEPOVERTY ALLEVIATIONPOVERTY REDUCTIONPREPARATIONPRIVATE SCHOOLSPROCUREMENTPROJECT DESIGNPUBLIC ACCOUNTABILITYPUBLIC AGENCIESPUBLIC DOMAINPUBLIC HEARINGSPUBLIC INTERESTPUBLIC INTEREST LITIGATIONPUBLIC OFFICIALSPUBLIC OPINIONPUBLIC POLICYPUBLIC SECTORPUBLIC SERVICE DELIVERYPUBLIC SERVICESQUALITY OF SERVICEQUALITY OF SERVICESRELIABILITYRESULTRESULTSRIGHT TO INFORMATIONSERVICE DELIVERYSERVICE DELIVERY SYSTEMSSERVICE PROVIDERSERVICE PROVIDERSSERVICE STANDARDSSMART CARDSSOCIAL ACCOUNTABILITYSOCIAL ACCOUNTABILITY INITIATIVESSOCIAL AUDITSOCIAL AUDITSSOCIAL DEVELOPMENTSOCIAL WELFARESTAKEHOLDERSTAKEHOLDERSSTANDARDS OF SERVICETARGET GROUPSTECHNICAL ISSUESTECHNOLOGY PLATFORMTECHNOLOGY PLATFORMSTELEPHONETELEPHONESTRANSPARENCYTRANSPARENCY IN GOVERNMENTTRANSPARENCY MECHANISMSURBAN GOVERNANCEUSE OF E-GOVERNANCEUSE OF INFORMATIONUSE OF WEBUSERUSER FEEDBACKUSERSUSESVIDEOWEBWEB SITEWEB SITESWorld Bank10.1596/11065