Use of Social Accountability Tools and Information Technologies in Monitoring and Evaluation

This note attempts to cover the basic concepts relating to the use of social accountability and information technology to monitor and evaluate public services and other governance processes that affect citizens. With the help of simple though pract...

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Main Author:	Sharma, Rajiv
Format:	Brief
Language:	English
Published:	World Bank, Washington, DC 2012
Subjects:	ACCESS TO INFORMATION ACCOUNTABILITY ACCOUNTABILITY MECHANISM ACCOUNTABILITY MECHANISMS ADMINISTRATIVE REFORMS ANTICORRUPTION ASSETS BETTER SERVICE DELIVERY BRIBES BUREAUCRACY CALL CENTER CAPACITY BUILDING CAPACITY BUILDING FOR GOVERNMENT CAPACITY DEVELOPMENT CERTIFICATE CHANGE MANAGEMENT CITIZEN CITIZEN ADVISORY CITIZEN PARTICIPATION CITIZEN REPORT CARD CITIZEN SERVICE CITIZENS CITY GOVERNMENT CIVIC ENGAGEMENT CIVIL SERVANTS CIVIL SOCIETY CIVIL SOCIETY ENGAGEMENT CIVIL SOCIETY GROUPS COMMUNITY PARTICIPATION COMMUNITY SCORECARDS COMPLAINTS CONFIDENCE CONNECTIVITY CONSULTATIONS CORRUPT CORRUPTION CRIMINAL CRIMINAL LAW DECISION MAKING DETAILED INFORMATION DIGITAL ASSISTANTS DISCRETION DISCUSSION FORUM DISTRIBUTION SYSTEMS DOMAIN E-GOVERNANCE E-GOVERNMENT E-LEARNING E-MAIL E-PROCUREMENT EGOVERNANCE ELECTRICITY EMBEZZLEMENT FIGURES FLOW OF INFORMATION FRAUD FREEDOM OF INFORMATION GOOD GOVERNANCE GOVERNANCE PROCESSES GOVERNMENT AGENCIES GOVERNMENT DEPARTMENTS GOVERNMENT INFORMATION GOVERNMENT OFFICIALS GOVERNMENT TO CITIZEN GOVERNMENT WORKERS ICT ID INDEPENDENT BUDGET ANALYSIS INFORMATION FOR DEVELOPMENT INFORMATION SYSTEM INFORMATION TECHNOLOGIES INFORMATION TECHNOLOGY INITIATIVE INSPECTION INSTITUTIONAL ENVIRONMENT INTERFACE INTERNATIONAL DEVELOPMENT KIOSKS LAWS LEADERSHIP LEGAL FRAMEWORK LICENSES MATERIAL MINISTER MOBILE PHONE MOBILE TELEPHONE MUNICIPAL SERVICES NATIONAL GOVERNMENT NONGOVERNMENTAL ORGANIZATIONS ONLINE ACCESS ONLINE FORMS OPEN GOVERNMENT OPENNESS PARTICIPATORY APPROACH PARTICIPATORY BUDGETING PARTICIPATORY PERFORMANCE MONITORING PDF PERFORMANCE INDICATORS PHOTOGRAPHS POLITICIANS POSTAL SERVICE POVERTY ALLEVIATION POVERTY REDUCTION PREPARATION PRIVATE SCHOOLS PROCUREMENT PROJECT DESIGN PUBLIC ACCOUNTABILITY PUBLIC AGENCIES PUBLIC DOMAIN PUBLIC HEARINGS PUBLIC INTEREST PUBLIC INTEREST LITIGATION PUBLIC OFFICIALS PUBLIC OPINION PUBLIC POLICY PUBLIC SECTOR PUBLIC SERVICE DELIVERY PUBLIC SERVICES QUALITY OF SERVICE QUALITY OF SERVICES RELIABILITY RESULT RESULTS RIGHT TO INFORMATION SERVICE DELIVERY SERVICE DELIVERY SYSTEMS SERVICE PROVIDER SERVICE PROVIDERS SERVICE STANDARDS SMART CARDS SOCIAL ACCOUNTABILITY SOCIAL ACCOUNTABILITY INITIATIVES SOCIAL AUDIT SOCIAL AUDITS SOCIAL DEVELOPMENT SOCIAL WELFARE STAKEHOLDER STAKEHOLDERS STANDARDS OF SERVICE TARGET GROUPS TECHNICAL ISSUES TECHNOLOGY PLATFORM TECHNOLOGY PLATFORMS TELEPHONE TELEPHONES TRANSPARENCY TRANSPARENCY IN GOVERNMENT TRANSPARENCY MECHANISMS URBAN GOVERNANCE USE OF E-GOVERNANCE USE OF INFORMATION USE OF WEB USER USER FEEDBACK USERS USES VIDEO WEB WEB SITE WEB SITES
Online Access:	http://documents.worldbank.org/curated/en/2011/02/14981439/use-social-accountability-tools-information-technologies-monitoring-evaluation http://hdl.handle.net/10986/11065

id	okr-10986-11065
recordtype	oai_dc
spelling	okr-10986-110652021-04-23T14:02:53Z Use of Social Accountability Tools and Information Technologies in Monitoring and Evaluation Sharma, Rajiv ACCESS TO INFORMATION ACCOUNTABILITY ACCOUNTABILITY MECHANISM ACCOUNTABILITY MECHANISMS ADMINISTRATIVE REFORMS ANTICORRUPTION ASSETS BETTER SERVICE DELIVERY BRIBES BUREAUCRACY CALL CENTER CAPACITY BUILDING CAPACITY BUILDING FOR GOVERNMENT CAPACITY DEVELOPMENT CERTIFICATE CHANGE MANAGEMENT CITIZEN CITIZEN ADVISORY CITIZEN PARTICIPATION CITIZEN REPORT CARD CITIZEN SERVICE CITIZENS CITY GOVERNMENT CIVIC ENGAGEMENT CIVIL SERVANTS CIVIL SOCIETY CIVIL SOCIETY ENGAGEMENT CIVIL SOCIETY GROUPS COMMUNITY PARTICIPATION COMMUNITY SCORECARDS COMPLAINTS CONFIDENCE CONNECTIVITY CONSULTATIONS CORRUPT CORRUPTION CRIMINAL CRIMINAL LAW DECISION MAKING DETAILED INFORMATION DIGITAL ASSISTANTS DISCRETION DISCUSSION FORUM DISTRIBUTION SYSTEMS DOMAIN E-GOVERNANCE E-GOVERNMENT E-LEARNING E-MAIL E-PROCUREMENT EGOVERNANCE ELECTRICITY EMBEZZLEMENT FIGURES FLOW OF INFORMATION FRAUD FREEDOM OF INFORMATION GOOD GOVERNANCE GOVERNANCE PROCESSES GOVERNMENT AGENCIES GOVERNMENT DEPARTMENTS GOVERNMENT INFORMATION GOVERNMENT OFFICIALS GOVERNMENT TO CITIZEN GOVERNMENT WORKERS ICT ID INDEPENDENT BUDGET ANALYSIS INFORMATION FOR DEVELOPMENT INFORMATION SYSTEM INFORMATION TECHNOLOGIES INFORMATION TECHNOLOGY INITIATIVE INSPECTION INSTITUTIONAL ENVIRONMENT INTERFACE INTERNATIONAL DEVELOPMENT KIOSKS LAWS LEADERSHIP LEGAL FRAMEWORK LICENSES MATERIAL MINISTER MOBILE PHONE MOBILE TELEPHONE MUNICIPAL SERVICES NATIONAL GOVERNMENT NONGOVERNMENTAL ORGANIZATIONS ONLINE ACCESS ONLINE FORMS OPEN GOVERNMENT OPENNESS PARTICIPATORY APPROACH PARTICIPATORY BUDGETING PARTICIPATORY PERFORMANCE MONITORING PDF PERFORMANCE INDICATORS PHOTOGRAPHS POLITICIANS POSTAL SERVICE POVERTY ALLEVIATION POVERTY REDUCTION PREPARATION PRIVATE SCHOOLS PROCUREMENT PROJECT DESIGN PUBLIC ACCOUNTABILITY PUBLIC AGENCIES PUBLIC DOMAIN PUBLIC HEARINGS PUBLIC INTEREST PUBLIC INTEREST LITIGATION PUBLIC OFFICIALS PUBLIC OPINION PUBLIC POLICY PUBLIC SECTOR PUBLIC SERVICE DELIVERY PUBLIC SERVICES QUALITY OF SERVICE QUALITY OF SERVICES RELIABILITY RESULT RESULTS RIGHT TO INFORMATION SERVICE DELIVERY SERVICE DELIVERY SYSTEMS SERVICE PROVIDER SERVICE PROVIDERS SERVICE STANDARDS SMART CARDS SOCIAL ACCOUNTABILITY SOCIAL ACCOUNTABILITY INITIATIVES SOCIAL AUDIT SOCIAL AUDITS SOCIAL DEVELOPMENT SOCIAL WELFARE STAKEHOLDER STAKEHOLDERS STANDARDS OF SERVICE TARGET GROUPS TECHNICAL ISSUES TECHNOLOGY PLATFORM TECHNOLOGY PLATFORMS TELEPHONE TELEPHONES TRANSPARENCY TRANSPARENCY IN GOVERNMENT TRANSPARENCY MECHANISMS URBAN GOVERNANCE USE OF E-GOVERNANCE USE OF INFORMATION USE OF WEB USER USER FEEDBACK USERS USES VIDEO WEB WEB SITE WEB SITES This note attempts to cover the basic concepts relating to the use of social accountability and information technology to monitor and evaluate public services and other governance processes that affect citizens. With the help of simple though practical examples that use these concepts, the note explains how to bring a qualitative change in monitoring and evaluation by making the whole process more citizen centered and outcome oriented. In turn, these practices can help improve the quality of service delivery. The note also covers a few country-specific initiatives from India to support the related arguments. 2012-08-13T14:02:22Z 2012-08-13T14:02:22Z 2011-02 http://documents.worldbank.org/curated/en/2011/02/14981439/use-social-accountability-tools-information-technologies-monitoring-evaluation http://hdl.handle.net/10986/11065 English PREM Notes; No. 7 CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo/ World Bank World Bank, Washington, DC Publications & Research :: Brief Publications & Research South Asia India
repository_type	Digital Repository
institution_category	Foreign Institution
institution	Digital Repositories
building	World Bank Open Knowledge Repository
collection	World Bank
language	English
topic	ACCESS TO INFORMATION ACCOUNTABILITY ACCOUNTABILITY MECHANISM ACCOUNTABILITY MECHANISMS ADMINISTRATIVE REFORMS ANTICORRUPTION ASSETS BETTER SERVICE DELIVERY BRIBES BUREAUCRACY CALL CENTER CAPACITY BUILDING CAPACITY BUILDING FOR GOVERNMENT CAPACITY DEVELOPMENT CERTIFICATE CHANGE MANAGEMENT CITIZEN CITIZEN ADVISORY CITIZEN PARTICIPATION CITIZEN REPORT CARD CITIZEN SERVICE CITIZENS CITY GOVERNMENT CIVIC ENGAGEMENT CIVIL SERVANTS CIVIL SOCIETY CIVIL SOCIETY ENGAGEMENT CIVIL SOCIETY GROUPS COMMUNITY PARTICIPATION COMMUNITY SCORECARDS COMPLAINTS CONFIDENCE CONNECTIVITY CONSULTATIONS CORRUPT CORRUPTION CRIMINAL CRIMINAL LAW DECISION MAKING DETAILED INFORMATION DIGITAL ASSISTANTS DISCRETION DISCUSSION FORUM DISTRIBUTION SYSTEMS DOMAIN E-GOVERNANCE E-GOVERNMENT E-LEARNING E-MAIL E-PROCUREMENT EGOVERNANCE ELECTRICITY EMBEZZLEMENT FIGURES FLOW OF INFORMATION FRAUD FREEDOM OF INFORMATION GOOD GOVERNANCE GOVERNANCE PROCESSES GOVERNMENT AGENCIES GOVERNMENT DEPARTMENTS GOVERNMENT INFORMATION GOVERNMENT OFFICIALS GOVERNMENT TO CITIZEN GOVERNMENT WORKERS ICT ID INDEPENDENT BUDGET ANALYSIS INFORMATION FOR DEVELOPMENT INFORMATION SYSTEM INFORMATION TECHNOLOGIES INFORMATION TECHNOLOGY INITIATIVE INSPECTION INSTITUTIONAL ENVIRONMENT INTERFACE INTERNATIONAL DEVELOPMENT KIOSKS LAWS LEADERSHIP LEGAL FRAMEWORK LICENSES MATERIAL MINISTER MOBILE PHONE MOBILE TELEPHONE MUNICIPAL SERVICES NATIONAL GOVERNMENT NONGOVERNMENTAL ORGANIZATIONS ONLINE ACCESS ONLINE FORMS OPEN GOVERNMENT OPENNESS PARTICIPATORY APPROACH PARTICIPATORY BUDGETING PARTICIPATORY PERFORMANCE MONITORING PDF PERFORMANCE INDICATORS PHOTOGRAPHS POLITICIANS POSTAL SERVICE POVERTY ALLEVIATION POVERTY REDUCTION PREPARATION PRIVATE SCHOOLS PROCUREMENT PROJECT DESIGN PUBLIC ACCOUNTABILITY PUBLIC AGENCIES PUBLIC DOMAIN PUBLIC HEARINGS PUBLIC INTEREST PUBLIC INTEREST LITIGATION PUBLIC OFFICIALS PUBLIC OPINION PUBLIC POLICY PUBLIC SECTOR PUBLIC SERVICE DELIVERY PUBLIC SERVICES QUALITY OF SERVICE QUALITY OF SERVICES RELIABILITY RESULT RESULTS RIGHT TO INFORMATION SERVICE DELIVERY SERVICE DELIVERY SYSTEMS SERVICE PROVIDER SERVICE PROVIDERS SERVICE STANDARDS SMART CARDS SOCIAL ACCOUNTABILITY SOCIAL ACCOUNTABILITY INITIATIVES SOCIAL AUDIT SOCIAL AUDITS SOCIAL DEVELOPMENT SOCIAL WELFARE STAKEHOLDER STAKEHOLDERS STANDARDS OF SERVICE TARGET GROUPS TECHNICAL ISSUES TECHNOLOGY PLATFORM TECHNOLOGY PLATFORMS TELEPHONE TELEPHONES TRANSPARENCY TRANSPARENCY IN GOVERNMENT TRANSPARENCY MECHANISMS URBAN GOVERNANCE USE OF E-GOVERNANCE USE OF INFORMATION USE OF WEB USER USER FEEDBACK USERS USES VIDEO WEB WEB SITE WEB SITES
spellingShingle	ACCESS TO INFORMATION ACCOUNTABILITY ACCOUNTABILITY MECHANISM ACCOUNTABILITY MECHANISMS ADMINISTRATIVE REFORMS ANTICORRUPTION ASSETS BETTER SERVICE DELIVERY BRIBES BUREAUCRACY CALL CENTER CAPACITY BUILDING CAPACITY BUILDING FOR GOVERNMENT CAPACITY DEVELOPMENT CERTIFICATE CHANGE MANAGEMENT CITIZEN CITIZEN ADVISORY CITIZEN PARTICIPATION CITIZEN REPORT CARD CITIZEN SERVICE CITIZENS CITY GOVERNMENT CIVIC ENGAGEMENT CIVIL SERVANTS CIVIL SOCIETY CIVIL SOCIETY ENGAGEMENT CIVIL SOCIETY GROUPS COMMUNITY PARTICIPATION COMMUNITY SCORECARDS COMPLAINTS CONFIDENCE CONNECTIVITY CONSULTATIONS CORRUPT CORRUPTION CRIMINAL CRIMINAL LAW DECISION MAKING DETAILED INFORMATION DIGITAL ASSISTANTS DISCRETION DISCUSSION FORUM DISTRIBUTION SYSTEMS DOMAIN E-GOVERNANCE E-GOVERNMENT E-LEARNING E-MAIL E-PROCUREMENT EGOVERNANCE ELECTRICITY EMBEZZLEMENT FIGURES FLOW OF INFORMATION FRAUD FREEDOM OF INFORMATION GOOD GOVERNANCE GOVERNANCE PROCESSES GOVERNMENT AGENCIES GOVERNMENT DEPARTMENTS GOVERNMENT INFORMATION GOVERNMENT OFFICIALS GOVERNMENT TO CITIZEN GOVERNMENT WORKERS ICT ID INDEPENDENT BUDGET ANALYSIS INFORMATION FOR DEVELOPMENT INFORMATION SYSTEM INFORMATION TECHNOLOGIES INFORMATION TECHNOLOGY INITIATIVE INSPECTION INSTITUTIONAL ENVIRONMENT INTERFACE INTERNATIONAL DEVELOPMENT KIOSKS LAWS LEADERSHIP LEGAL FRAMEWORK LICENSES MATERIAL MINISTER MOBILE PHONE MOBILE TELEPHONE MUNICIPAL SERVICES NATIONAL GOVERNMENT NONGOVERNMENTAL ORGANIZATIONS ONLINE ACCESS ONLINE FORMS OPEN GOVERNMENT OPENNESS PARTICIPATORY APPROACH PARTICIPATORY BUDGETING PARTICIPATORY PERFORMANCE MONITORING PDF PERFORMANCE INDICATORS PHOTOGRAPHS POLITICIANS POSTAL SERVICE POVERTY ALLEVIATION POVERTY REDUCTION PREPARATION PRIVATE SCHOOLS PROCUREMENT PROJECT DESIGN PUBLIC ACCOUNTABILITY PUBLIC AGENCIES PUBLIC DOMAIN PUBLIC HEARINGS PUBLIC INTEREST PUBLIC INTEREST LITIGATION PUBLIC OFFICIALS PUBLIC OPINION PUBLIC POLICY PUBLIC SECTOR PUBLIC SERVICE DELIVERY PUBLIC SERVICES QUALITY OF SERVICE QUALITY OF SERVICES RELIABILITY RESULT RESULTS RIGHT TO INFORMATION SERVICE DELIVERY SERVICE DELIVERY SYSTEMS SERVICE PROVIDER SERVICE PROVIDERS SERVICE STANDARDS SMART CARDS SOCIAL ACCOUNTABILITY SOCIAL ACCOUNTABILITY INITIATIVES SOCIAL AUDIT SOCIAL AUDITS SOCIAL DEVELOPMENT SOCIAL WELFARE STAKEHOLDER STAKEHOLDERS STANDARDS OF SERVICE TARGET GROUPS TECHNICAL ISSUES TECHNOLOGY PLATFORM TECHNOLOGY PLATFORMS TELEPHONE TELEPHONES TRANSPARENCY TRANSPARENCY IN GOVERNMENT TRANSPARENCY MECHANISMS URBAN GOVERNANCE USE OF E-GOVERNANCE USE OF INFORMATION USE OF WEB USER USER FEEDBACK USERS USES VIDEO WEB WEB SITE WEB SITES Sharma, Rajiv Use of Social Accountability Tools and Information Technologies in Monitoring and Evaluation
geographic_facet	South Asia India
relation	PREM Notes; No. 7
description	This note attempts to cover the basic concepts relating to the use of social accountability and information technology to monitor and evaluate public services and other governance processes that affect citizens. With the help of simple though practical examples that use these concepts, the note explains how to bring a qualitative change in monitoring and evaluation by making the whole process more citizen centered and outcome oriented. In turn, these practices can help improve the quality of service delivery. The note also covers a few country-specific initiatives from India to support the related arguments.
format	Publications & Research :: Brief
author	Sharma, Rajiv
author_facet	Sharma, Rajiv
author_sort	Sharma, Rajiv
title	Use of Social Accountability Tools and Information Technologies in Monitoring and Evaluation
title_short	Use of Social Accountability Tools and Information Technologies in Monitoring and Evaluation
title_full	Use of Social Accountability Tools and Information Technologies in Monitoring and Evaluation
title_fullStr	Use of Social Accountability Tools and Information Technologies in Monitoring and Evaluation
title_full_unstemmed	Use of Social Accountability Tools and Information Technologies in Monitoring and Evaluation
title_sort	use of social accountability tools and information technologies in monitoring and evaluation
publisher	World Bank, Washington, DC
publishDate	2012
url	http://documents.worldbank.org/curated/en/2011/02/14981439/use-social-accountability-tools-information-technologies-monitoring-evaluation http://hdl.handle.net/10986/11065
_version_	1764415394023473152

Use of Social Accountability Tools and Information Technologies in Monitoring and Evaluation

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