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Sustainable Communities

Improving service delivery through citizen service centers

Hélène Pfeil's picture
Photo: Nugroho Nurdikiawan Sunjoyo / World Bank

The trope of a government office worker, discontent with their work, grumbling about paperwork and administrative tasks, is a cliché. An equally ubiquitous figure is the discontent citizen dissatisfied with long lines, complicated bureaucratic processes and inefficient service delivery, wondering why their governments can’t do better.
 
The World Bank supports governments across the world who strive to serve citizens better. One of the most powerful tools to do so are Citizen service centers[1] (CSCs).

Citizens lead Sierra Leone’s path to quality service delivery

Kimie Velhagen's picture
Community of Mapaki's Community Monitoring Group Members, Ward 112, Bombali District. Photo: World Bank

When was the last time you participated in a community and worked together to reach a common goal? Communities across Sierra Leone are doing just that.

How a silent revolution in rural Bihar is empowering women to be agents of change

Farah Zahir's picture


Women in Bihar, India
Women are agents of change in Bihar, India. Photo: World Bank 

Empowering women in a society is essentially a process of uplifting the economic, social and political status of women and the underprivileged. It involves building a society wherein women can breathe without the fear of oppression, exploitation, apprehension, discrimination, and a general feeling of ill-treatment that symbolized a woman in a traditional male-dominated society like the one in India.

With the implementation of gender quotas since India’s 73rd and 74th Constitutional Amendment Acts, the percentage of women in political activities at the local level has risen from 4-5% to about 35-40%. Reserving one-third of seats for women in the elected bodies of rural local governments in India has unleashed a silent revolution.

For the first time, rural women began to participate in local governance to improve their status and acquire a decisive say in matters crucial to their livelihoods. This decision to ensure the participation of women in local government is perhaps the best innovation in a grassroots democracy, contributing to improving the well-being of rural women.

Control over local government resources and the collective power of women have helped women discover their own self-respect and confidence. In the recent discourse on women empowerment in the 62nd session of the Commission on Status of Women, the government of India has said gender equality and emancipation of rural women is a key driver of inclusive growth.

"Real governance" in Fragile, Conflict-affected and Violent States - What is that?

Camilla Lindstrom's picture
Children in a school in Kinshasa. Photo © Dominic Chavez/World Bank.

The Fragility Forum was held in Washington D.C. from March 5 to 7. More than 1,000 people from over 90 different countries attended. At one of the events, ‘Real Governance in FCV settings: Engaging State and Non-State Actors in Development’ practitioners and policy-makers discussed which actors to work with in complex FCV situations, and what the choice of actors would mean from a human rights and social accountability perspective.

In Fragile, Conflict-affected and Violent States (FCVs), the formal state typically has a low capacity to deliver basic services, to respond to demands and to impose security. It often does not have full or exclusive authority over its territory and is competing with other groups for legitimacy to exercise state powers.

How to help more citizens participate in the global tax agenda

Andrew Wainer's picture
Photo: Mohammad Al-Arief/The World Bank.

Editor’s note: The findings, interpretations and conclusions expressed herein are those of the authors and do not necessarily reflect the view of the World Bank Group, its Board of Directors or the governments they represent.

Even as domestic tax reform is in the political limelight, there is growing attention to taxation in the developing world and the role of citizens in shaping tax policy.

How can we bridge the gap between citizens and state? Previewing the Open Budget Survey 2017

Vivek Ramkumar's picture

 Photo © Dominic Chavez/World Bank
Photo © Dominic Chavez/World Bank

On 30 January 2018 the International Budget Partnership (IBP) will release the Open Budget Survey 2017 – the latest round of the world’s only independent and comparable assessment of budget transparency, citizen participation, and independent oversight institutions in the budgeting process.

The OBS 2017 findings on the systems and practices that countries have in place to inform and engage citizens — or not — in decisions about how to raise and spend public resources, and on the institutions that are responsible for holding government to account, come at a critical juncture. Around the world, there has been a decline in public trust in government, in part due to instances of corruption but also because of dramatic increases in inequality. In a number of countries, leaders who have disguised their intolerant and reactionary agendas with populist rhetoric have been swept into power by those who’ve been left behind. These political shifts have driven out many government champions of transparency and accountability — especially those from countries in the global south.  More broadly across countries, there has been shrinking of civic space, rollbacks of media freedoms, and a crackdown on those who seek to hold government to account, including individual activists, civil society organizations, and journalists.

Join us to discuss the role of citizens in building open, accountable and inclusive societies

Jeff Thindwa's picture



How can citizens’ actions help build a society that is more open, accountable and inclusive? In about a week, social accountability stakeholders from across the world will convene at World Bank headquarters to discuss just that, at the Global Partners Forum of the World Bank’s Global Partnership for Social Accountability (GPSA). 

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.

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