In May 2015, I was a panel speaker at the 2nd World Bank – International Ombudsman Institute Roundtable on the role of ombudsman institutions (OIs) in promoting citizen-centric governance and inclusive institutions. This was a great opportunity to share the experience of my office, the Ombudsman Republic of Indonesia (ORI) in promoting greater government accountability and also learn from other countries’ experiences presented by the other panelists.
The OIs come in various shapes and sizes, thus encompassing different roles depending upon their national mandates. While OIs are mostly known to deal with complaints regarding maladministration issues not addressed at the agency level, our panel discussed how OIs could contribute to service delivery improvements, while also promoting citizen engagement in demanding accountability.
As fellow Ombudsman Peter Tyndall from Ireland noted, OIs are capable of not only looking into individual complaints regarding poor service delivery often caused by one-off incidences, but also investigate and uncover roots of more systemic problems within public institutions.
China has experienced substantial economic growth over three decades, with sustained annual GDP growth rates of 8%-10%. In order to maintain the growth, the government seeks to accelerate the process of industrialization and urbanization started in the 12th Five Year Plan (2011-2015).
China has made investment in transport infrastructure a centerpiece of its strategy, with investment in the rail sector specifically increasing, in recognition of lower cost, higher energy efficiency, and lower carbon emission of rail transport compared with road and air transport.
, which includes 16,000 kilometers of rail connecting 160 cities on the mainland. China’s Mid- and Long-term Railway Network Plan (2004-2020), adopted in 2004 and updated in 2008, contains an ambitious program of railway network development, with an aim of increasing the public railway network from 75,000 km to 120,000 km, among which 25,000 route-km will be fast passenger railway routes.
Procurement of high-speed railway projects in China is complex and transaction heavy. The technology is constantly changing due to innovation by designers and manufacturers, and the inclusion of multiple agencies and officials can increase the complexity.
Let’s say on a dark, cold day, electricity supply to your house is suddenly interrupted. With no heat and light, you furiously walk to the nearby government energy administration office to file a complaint.
As you file your complaint, an official also asks for your mobile number and tells you that within the next 24 hours, you will receive help. A day later, you get a text message or robocall asking you whether you have been helped and how the service was.
This process—when government proactively seeks feedback directly from citizens about the quality of its services and makes it mandatory for service providers to use smartphones and creates dashboards for citizens to view real-time information on service delivery—is called proactive governance.
Proactive governance was first introduced in 2011 in Punjab, the most populous province of Pakistan.
Albanian citizens who recently received treatment at a state-run hospital are likely to receive a text message that reads something like this: “Hi, I am Bledi Cuci, Minister of State responsible for anti-corruption. Our records indicate that you recently received care in a state hospital.
The SMS campaign, supported by The World Bank and implemented by the Ministry of State for Local Issues and Anti-Corruption, was launched on March 9, 2015.
As of early June, it has reached more than 33,500 citizens in a country of three million. About 20 percent have responded, reporting many service delivery problems.
“The doctors are always late and the corruption continues as always. Without giving away money, no one takes care of you,” read one response. Others complain of lack of cleanliness or the absence of medicines: “No, they didn't ask for bribe, but we had to buy the drugs outside of the hospital because they didn't have any.”
Procurement practitioners are using social media to exchange information and experiences. To allow for this exchange of knowledge and ideas, The China Public Integrity and Openness team of the Governance Global Practice (PIO-GGP) has established a WeChat Platform. The platform encourages the discussion of procurement ideas and strategies for all procurement practitioners, regardless of geography.
Program Manager of STAR-Ghana, Ibrahim-Tanko Amidu presented with "Global Partnership
for Social Accountability Award” for the Africa Region by Sanjay Pradhan of the World Bank.
This was the first year I participated in this event in my role as senior director for the Governance Global Practice, and what immediately struck me was the strength and vibrancy of the GPSA network. In the room that day we listened and engaged with over 200 GPSA partners including key stakeholders from government, academia, business and civil society. Together they represented 75 countries all coming together to discuss a passion for one issue: social accountability.
in development. Let me explain why.
Bill Lyons / World Bank
A new World Bank report addressing the widespread dissatisfaction of citizens with the delivery of essential public services and calling for accountability in public service delivery in the Middle East and North Africa (MENA) region was released a few weeks ago.
The statistics in Trust, Voice, and Incentives: Learning from Local Success Stories in Service Delivery in the Middle East and North Africa are grim, as nearly three quarters of MENA students are scoring “low” or “below low” in international student performance tests and one third of the public health clinics in MENA countries lack essential medicines and staff.
The good news, however, is that the report also sheds light on local success stories in health and education where, to citizens. The examples from Jordan, Morocco, and the Palestinian Territories highlight the power of collaboration and mutual trust between citizens and public servants to produce better results.
I spent the past 11 years working and living in Afghanistan. I didn’t intend to stay that long in one country office, but I got swept up in the Afghanistan Reconstruction Trust Fund, which under the World Bank, was financing 50% of government expenditures earlier on. Its budget operations grew from $600 million in 2004 to more than $5 billion in 2014.
For anyone working on public financial management, there were a lot of challenges to tackle and no good time to leave. Moreover,
During the Spring Meetings, the Governance Global Practice, the Independent Evaluation Group, and the International Initiative for Impact Evaluation (3ie) co-hosted a lively panel discussion with a provocative title: Why focus on results when no one uses them?
Albert Byamugisha, Commissioner for Monitoring and Evaluation from the Uganda Office of the Prime Minister, kicked off the session with a rebuttal to this question by sharing examples of the Ugandan government’s commitment to using and learning from both positive and negative results. Although this sounds like common sense, it is not always common practice.
“You cannot solve a problem you haven’t fully understood.” – Chief Justice Mutunga, April 15, 2015
It’s difficult to know whether you’re succeeding in any institution – public or private – if you don’t set targets and collect data to measure progress against them. Courts are no different.
The Kenyan Judiciary has been making great strides in performance management. A ceremony at the Supreme Court in Nairobi last month was the latest step. Chief Justice Willy Mutunga signed “Performance Measurement and Monitoring Understandings” with the heads of Kenya’s courts.
These commit each court to targets such as hearing a case within 360 days, delivering judgments within 60 days of the end of a trial, and delivering a minimum number of 20 rulings a month.