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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).

Is GovTech the missing ingredient to curb corruption?

Renaud Seligmann's picture



Along with other leaders from the World Bank Group, I am traveling back from a trip to Silicon Valley where we explored the links between technology and government, or GovTech, and their impact on developing countries and curbing corruption.

Shining a light on asset-disclosure practices at the International Anti-Corruption Conference

Laura Pop's picture



In October, hundreds of representatives of civil society organizations, public and private sector representatives, journalists and international organizations gathered in Copenhagen for the 18th International Anti-Corruption Conference. This annual conference is viewed by many as a leading forum in the field of anti-corruption.

Fighting tax evasion: notes from the International Anti-Corruption Conference

Anders Hjorth Agerskov's picture



The irony was hard to miss.

Last month, leaders from the public and private sectors, civil society, international organizations, academia, and the media met at the International Anti-Corruption Conference (IACC) in Copenhagen.

Blog your bureaucracy-related job market paper!

Daniel Rogger's picture
Photo: Simone D. McCourtie / World Bank

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.
 
The World Bank's Bureaucracy Lab has been inspired by the folks at the Development Impact blog to highlight some of the best PhD work on the various academic job markets.

Sometimes overlooked, but essential - like good plumbing: Why accounting matters for development

Ed Olowo-Okere's picture



A few weeks ago, The Economist published an article on economic governance that discussed the importance of public sector accounting. It recognized the importance of maintaining existing public-sector assets and investment in new ones. These assets, according to an IMF study, account for a significant portion of GDP. But, the article asserts, filling potholes and repairing bridges are not as politically appealing as flashy new infrastructure, and few economies engage in robust public-sector accounting that demonstrates the net worth of these assets.

Maybe if governments and citizens understood the value of their public assets, they’d be inclined to invest in their maintenance – avoiding waste and even catastrophic accidents when poor infrastructure fails?

Bangladesh's success in public procurement: Sustained reform really pays off

Zafrul Islam's picture
School children in Bangladesh. Photo: World Bank

A healthy mix of innovation, continuous engagement, and effective implementation can bring about sustained transformation in public procurement. A more effective and transparent procurement system frees up public money for achieving more and better development outcomes and improving the delivery of public services.

Can artificial intelligence stop corruption in its tracks?

Vinay Sharma's picture
AI and data have the potential to prevent corruption. Graphic: Nicholas Nam/World Bank


The amount of goods and services that governments purchase to discharge their official business is a staggering $10 trillion per year – and is estimated at 10 to 25 percent of global GDP. Without effective public scrutiny, the risk of money being lost to corruption and misappropriation is vast. Citizens, rightly so, are demanding more transparency around the process for awarding government contracts. And, at the end of the day, corruption hurts the poor the most by reducing access to essential services such as health and education.

The five drivers for improving public sector performance: Lessons from the new World Bank Global Report

Jana Kunicova's picture



Almost daily, headlines in the world’s leading newspapers are full of examples of public sector failures: public money is mismanaged or outright misused; civil servants are not motivated or are poorly trained; government agencies fail to coordinate with each other; and as a result, citizens are either deprived of quality public services, or must go through a bureaucratic maze to access them.

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