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E-bureaucracy: Can digital technologies spur public administration reform?

Zahid Hasnain's picture

Editor's note: This blog post is part of a series for the 'Bureaucracy Lab', a World Bank initiative to better understand the world's public officials.

Photo: Arne Hoel / World Bank


“By introducing an automated customer management system we took a noose and put it around our own necks. We are now accountable!”

This reflection from a manager in the Nairobi Public Water and Sewerage utility succinctly captures the impact of MajiVoice, a digital system that logs customer complaints, enables managers to assign the issue to a specific worker, track its resolution, and report back to the customer via an SMS. As a result, complaint resolution rates have doubled, and the time taken to resolve complaints has dropped by 90 percent.

MajiVoice shows that digital technologies can dramatically improve public sector capacity and accountability in otherwise weak governance environments. But is this example replicable? Can the increasingly cheap and ubiquitous digital technologies—there are now 4.7 billion mobile phone users in the world—move the needle on governance and make bureaucrats more accountable?

Technoskeptics pay heed: A computer-assisted learning program that delivers learning results

David Evans's picture
Some years ago, a government I was working with really wanted to increase the data they had on their own education system. They didn’t have great data on student attendance or teacher attendance, much less on tardiness or instruction time. They designed an information management system with swipe cards for every student and teacher to use going in and out of classrooms, all of which would feed wirelessly into the district office, allowing real-time interventions to improve education. It sounded amazing! And it fell apart before it ever began.

The ABCs of digital jobs in South Asia

Anna O'Donnell's picture
How Can South Asia’s Youth Plug into Digital Jobs of the Future?

Over the past several years, innovations in information and communication technologies have fundamentally changed the nature of work.

This has created new opportunities in digital employment for workers and employers in South Asia and beyond.

So what are the pathways to this new employment?

During a recent Facebook live chat on digital jobs, we explored three themes related to the digital jobs of the future. First, we discussed where the digital jobs of the future are. Second, we discussed how South Asia is uniquely positioned to benefit from the growth of these jobs. And finally, we discussed how to get started in the digital economy by finding relevant training and learning opportunities.

Here’s an overview of our discussion in five points:
 
1. What are digital jobs?

Digital jobs fall into two categories: jobs within the IT or digital industries, and what are termed digital society jobs. Digital industry jobs include those such as computer programmer, mobile app developer, graphic designer and other jobs where information and communication technologies are the core tool to perform the job functions. However, technology is also changing what we call digital society jobs, where technology is maybe not core to the job functions, but makes more you more efficient and productive, and improves access to markets and networks.

2. What is driving the emergence of these new digital jobs?

The rapid rise in connectivity that is linking more and more people to the internet is changing employment. Today, many jobs can be performed through computers, with workers telecommuting from almost anywhere in the world. Many business processes are being broken down into task based work, and which can be farmed out to people with the skills to do them, anywhere the world. Some of these tasks need higher-level skills, and can pay well – especially compared with many developing countries’ wage levels. But there are also simpler tasks that many more people, even those with limited skills, can do. This mix creates the opportunity to include more people in the global digital economy, while also creating pathways towards better paying and higher quality work for those who perform well and pick up in-demand skills.

Partnering to measure impacts of private sector projects on job creation

Alvaro Gonzalez's picture
Worker in Ghana
For the poor and vulnerable of the world, jobs are key to ending poverty and driving development. But not all jobs are equally transformational.  
Photo: Jonathan Ernst / World Bank

Jobs are what we earn, what we do, and sometimes even who we are. For the poor and vulnerable of the world, jobs are key to ending poverty and driving development. But not all jobs are equally transformational. Good jobs add value to society, taking into account the benefits they have on the people who hold them, and the potential spillover effects on others. For example, inclusive jobs, such as those that employ women, can change the way families spend money and invest in the education and health of children.  

How protein deficiencies impact the health of communities in India

Parvati Singh's picture
Soybean farmers discuss best practices that can leverage improvement of food and nutrition security in Madhya Pradesh.

The state of Madhya Pradesh in India is largely vegetarian with limited consumption of eggs and meat. 

While these dietary preferences are commonplace in other Indian states, Madhya Pradesh is facing a protein deficiency epidemic which threatens the long term health of its population.

How did it get there?

In 2015 I spent five weeks in rural and tribal areas of Madhya Pradesh evaluating the World Bank’s Madhya Pradesh District Poverty Intervention Project (MPDPIP II), with the support of the South Asia Food and Nutrition Security Initiative (SAFANSI)

Across the 8 districts I visited, families shared how they had improved their agricultural productivity, started backyard kitchen gardening, and supplemented their income through dairy and poultry farming, collective procurement and small scale enterprises.

As I examined local village level health records, Anganwadi Center (AWC) registers, Auxiliary Nurse and Midwife (ANM) registers and Primary Health Center (PHC) documents, I noticed a reduction in severe malnutrition and severe anemia among pregnant women and under 5-year-old children.

However, this decrease did not extend to moderate or mild malnutrition and anemia.

Traffic jams, pollution, road crashes: Can technology end the woes of urban transport?

Shomik Mehndiratta's picture
Photo: Noeltock/Flickr
Will technology be the savior of urban mobility?
 
Urbanization and rising incomes have been driving rapid motorization across Asia, Africa, and Latin America. While cities are currently home to 50% of the global population, that proportion is expected to increase to 70% by 2050. At the same time, business-as-usual trends suggest we could see an additional 1 billon cars by 2050, most of which will have to squeeze into the already crowded streets of Indian, Chinese, and African cities.
 
If no action is taken, these cars threaten literally to choke tomorrow’s cities, bringing with them a host of negative consequences that would seriously undermine the overall benefits of urbanization: lowered productivity from constant congestion; local pollution and rising carbon emissions; road traffic deaths and injuries; rising inequity and social division.
 
However, after a century of relatively small incremental progress, disruptive changes in the world of automotive technology could have fundamental implications for sustainability.
 
What are these megatrends, and how can they reshape the future of urban mobility?

Voices of Youth: Restoring my belief in One South Asia

Nishant Khanal's picture
 7 people, people smiling, people standing and outdoor
Students from Nepal are in their national dress and preparing for their cultural show at the 13th South Asia Economics Students' Meet (SAESM) held in Kathmandu, Nepal last week. SAESM brought together top economic undergraduates to share research, learn from one another, experience a neighboring country, and make friends. 

Last November, when the SAARC summit that was supposed to be held in Pakistan was canceled, I thought regional cooperation in South Asia would lose its momentum. Tensions between members not only postponed the SAARC Summit, but also hampered the South Asian Economics Students (SAESM) meet. SAESM was scheduled to be held in India in December where I was supposed to be a participant. I started believing in news, media and opinion pieces that said ‘there’s no future for South Asian integration as there is so much mistrust in the region.

After a concerted effort from the economics professors from across South Asia with the support of the World Bank, the 13th SAESM of economics students (selected based on top paper submissions) was successfully held in Kathmandu last week. The meet brings together students to share their research, learn from one another, participate in academic competition, and make friends from across the region. Despite regional dynamics, SAESM has never missed any year since its inception in 2004, and it may well be unique in that respect in South Asia.

Involving communities to achieve sustainable development

Annette Dixon's picture
Discussing community priorities
Former refugee Jeyaranjini discusses community initiatives with her local project officer in northern Sri Lanka.
Photo Credit: Joe Qian/World Bank

Jeyaranjini lives near Kilinochchi in Northern Sri Lanka with her husband and daughter. They have been rebuilding their lives through the North East Local Services Improvement Project (NELSIP), which uses a Community Driven Development (CDD) approach to tailor projects based on community needs in this conflict affected region. 

The project has helped build 611 km of roads, 23 km of storm drains, 400 community public spaces such as markets, parks, and playgrounds, as well providing improved access to water and electricity across Sri Lanka.

“Each community member used to be alone, but now we learn, exchange ideas, and make decisions together,” she said.

South Asia has a strong tradition of local participation

Let me offer a couple of other examples: Nepal’s Self Governance Act in 1999 decentralized services delivery to villages and districts. In Afghanistan, Community Development Councils (CDCs) receive funds, in which they then manage to support their villages.

In post-disaster contexts, CDD has shown to be fast, flexible and effective at re-establishing basic services. In fragile or conflict-affected states (FCS), the approach has also helped rebuild trust within communities, and between communities and governments.

Projects incorporating CDD approaches give control over planning and investments to community groups, and aim to empower communities to deliver services to the poor and vulnerable.

CDD principles can contribute to the realization of the 17 Sustainable Development Goals (SDGs), a roadmap for the international development community to  promote sustainable economic, social, and environmental development by 2030.

Currently, the World Bank has 41 active CDD projects worth $6.1 billion in South Asia, including 21 projects in India worth $4.2 billion.

In India, a hospital that’s just what the doctor ordered

Pankaj Sinha's picture



The Indian State of Bihar, by population, is larger than the Philippines. Or, if you prefer, by the number of residents, Bihar would be the 13th largest country in the world. Yet Bihar’s health indicators are consistently worse than India’s average. And despite accounting for nearly 9% of India’s population, not a single specialty health facility in Bihar is among the nearly 340 Indian hospitals accredited by the National Accreditation Board of Hospitals & Healthcare Providers.

The combination of a high population and a significant lack of quality specialty healthcare facilities has a profound negative impact on the people of Bihar. This is an onerous burden in a state that is already one of the five poorest in India, with a per capita income only half of that of the country as a whole.


Women Masons in Tamil Nadu: Lessons from a unique experiment

Varalakshmi Vemuru's picture
Not long ago, fifty three year old Parvati Amma was told that she was too old to train as a mason. But that didn’t deter this feisty lady. She took the rejection as a challenge and went on to ace the class.

Parvati Amma comes from Pulkattai village in the southern Indian state of Tamil Nadu where the Tamil Nadu Empowerment and Poverty Reduction Project (TNEPRP) has conducted a unique experiment.  In an effort to raise the very low levels of women’s participation in India’s labor force, it is helping rural women break into jobs that are traditionally held by men, where they could increase their earnings significantly.

In this part of Madurai district, most of the men folk are successful masons. The women worked as helpers, merely passing tools to the men as they laid brick over brick to build houses and office blocks. Being unskilled, the women earned half the men’s wages.

Even though Tamil Nadu is one of the most urbanized states in India with high literacy rates, new buildings are proceeding apace amidst the state’s booming construction industry, attracting over a million migrant workers - more than a tenth of whom work as unskilled labor. There is, however, a paucity of trained masons.

The challenge for the women was to take on age-old social and cultural barriers and enter into this exclusive male preserve. Masonry has never been seen as a woman’s job in India, much less in this conservative rural area. For a start, the women wear sarees that constrain them from climbing onto scaffolding to build the higher storeys. Masons are also required to travel long distances for work, and staying away from their families is not something the women could easily do. Apart from mobility constraints and worksites that are not women-friendly; domestic responsibilities, burden of child and elderly care, and a conservative societal outlook, are all challenges.

Nonetheless, the women of Madurai’s Pulkattai village were not to be daunted. They saw this as an opportunity to prove their worth and double their wages in the bargain.
 TNEPRP)
Women Masons in training (Photo Credit: TNEPRP

Supported by a visionary panchayat president and an expert mason from the village who had confidence in the women’s capability - Parvati Amma and 25 other women joined the masonry training offered by the project. 


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