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Governance

One-stop shops and the human face of public services

Jana Kunicova's picture
Graphic: Nicholas Nam/World Bank

Delivering pension or disability services may sound mundane, but if you have seen the recent award-winning movie, I, Daniel Blake, it is anything but. As the film poignantly demonstrates, treating citizens with respect and approaching them as humans rather than case numbers is not just good practice -- it can mean life or death. In the film, Mr. Blake, an elderly tradesman with a heart condition, attempts to apply for a disability pension. In the process, he navigates a Kafkaesque maze of dozens of office visits, automated phone calls, and dysfunctional online forms. All of this is confusing and often dehumanizing.

Is there a role for the private sector in managing land registry offices?

Wael Zakout's picture


 
The protection of real property rights and improving the efficiency of land and property markets are key pillars in a modern, well-functioning economy. Over the last 30 years, many countries have initiated programs to issue land titles for all properties, improve the performance of land administration services, automate land information systems, and integrate them with ongoing e-government and e-service programs.

The World Bank, often with other development partners, has provided more than $1.5 billion in grants, credit and loans to more than 50 countries to support the implementation of such programs. Other bilateral and multi-lateral development partners have also provided substantial funding and technical assistance to many countries.

Better understanding the costs of tax treaties: Some initial evidence from Ukraine

Oleksii Balabushko's picture
Also available in: Español | Français
Kiev, Ukraine. Creative commons copyright: Mariusz Kluzniak


As the world is increasingly interconnected, international taxation – traditionally more of a niche issue for tax lawyers – is receiving more and more attention in wider discussions on economic development: Double tax treaties, or agreements that two countries sign with one another to prevent multinational corporations or individuals from being taxed twice, have become more common, with more than 3,000 in effect today. And while they may contribute to investment, some have also become an instrument for aggressive tax planning.

How much bang for how many bucks?

Jim Brumby's picture
Rubens Donizeti Valeriano - Panamericano de MTB XCO 2014 - Barbacena - MG - Brasil. Photo: Daniela Luna
Evidence-based rule-making for private sector development and service delivery

ANNOUNCEMENT OF THE GLOBAL RIA AWARD 2017


Any visitor to Armenia can testify that the country has delicious food. But diners need to be assured that the khorovats, dolma, or basturma on their plates will not make them sick. How can this be assured?

Some 65 percent of the 320,000 inhabitants of the Brazilian city of Rio Branco use bicycles as their primary mode of transportation, and the popularity of biking is increasing across the country. But Brazil’s 40,000 annual traffic related fatalities makes protective gear a necessity. What is appropriate protection?

Peer Pressure: Tax competition and developing economies

Michael Keen's picture
A race to the bottom. Graphic by Nicholas Nam/World Bank

Economists tend to agree on the importance of competition for a sound market economy. So what’s the problem when it comes to governments competing to attract investors through the tax treatment they provide? The trouble is that by competing with one another and eroding each other’s revenues, countries end up having to rely on other—typically more distortive—sources of financing or reduce much-needed public spending, or both.

All this has serious implications for developing countries because they are especially reliant on the corporate income tax for revenues. The risk that tax competition will pressure them into tax policies that endanger this key revenue source is therefore particularly worrisome.

What can governments do to bridge the gap between producers and users of budget information

Paolo de Renzio's picture
Entering data. Photo: World Bank

In the fiscal transparency arena, people often hear two conflicting claims. First, governments complain that few people take advantage of fiscal information that they make publicly available. Many countries - including fragile and low-income countries such as Togo and Haiti – have been opening up their budgets to public scrutiny by making fiscal data available, often through web portals.
 
Increasing the supply of fiscal information, however, often does not translate to the adequate demand and usage required to bring some of the intended benefits of transparency such as increased citizen engagement, and accountability. Providing a comprehensive budget dataset to the public does not guarantee that citizens, Civil Society Organizations (CSOs) and the media will start digging through the numbers.

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?

Toward next-generation performance budgeting

Donald Moynihan's picture
 Photo © Dominic Chavez/World Bank


Performance budgeting (PB) has a deep and enduring appeal. What government would not want to allocate resources in a way that fosters efficiency, effectiveness, transparency, and accountability? However, such aspirations have proven poor predictors of how performance data are actually used.

The potential benefits of identifying and tracking the goals of public spending are undeniable, but have often justified a default adoption of overly complex systems of questionable use. Faith in PB is sustained by a willingness to forget past negative experiences and assume that this time it will be different. Without a significant re-evaluation, PB’s history of disappointment seems likely also to be its future.

Strengthening governance through the World Bank’s Fund for the 77 poorest countries

Deborah Wetzel's picture
Photo credit: Graham Crouch/World Bank

In my blog “The Governance Gap – can we bridge it?”, I stressed that strengthened institutions and improved governance are especially critical for the world’s most vulnerable countries in IDA, the World Bank’s Fund for the 77 poorest countries.

IDA is the single largest source of funds for basic social services for these governments and every three years, members representing IDA’s 173 donor and borrowing member countries meet to replenish its resources and refine its priorities.

Citizen Engagement in Kenya: From law to practice

Tiago Carneiro Peixoto's picture
Citizens mapping projects at ward level in Makueni County
Citizens mapping projects at ward level in Makueni County


The introduction of “citizen engagement” into law is an idea that is gaining popularity around the world.

New provisions in Kenya’s recent Constitution enshrine openness, accountability and public participation as guiding principles for public financial management. Yet, as citizen engagement practitioners know, translating participation laws into meaningful action on the ground is no simple task. Experience has shown that in the absence of commitment from leaders and citizens and without appropriate capacities and methodologies, public participation provisions may lead to simple “tick the box” exercises.
 
Thanks to the support from the Kenya Participatory Budgeting Initiative (KPBI)* and the commitment from West Pokot and Makueni** County leaders, participatory budgeting (PB) is being tested as a way to achieve more inclusive and effective citizen engagement processes while complying with national legal provisions. The initial results are quite encouraging.


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