When Does ICT-Enabled Citizen Voice Lead to Government Responsiveness?

This paper reviews evidence on the use of 23 information and communication technology (ICT) platforms to project citizen voice to improve public service delivery. This meta-analysis focuses on empirical studies of initiatives in the global South, highlighting both citizen uptake (‘yelp’) and the d...

Full description

Bibliographic Details
Main Authors:	Peixoto, Tiago, Fox, Jonathan
Format:	Working Paper
Language:	en_US
Published:	World Bank, Washington, DC 2016
Subjects:	public service delivery government responsiveness citizen voice accountability ICT platforms
Online Access:	http://hdl.handle.net/10986/23650

id	okr-10986-23650
recordtype	oai_dc
spelling	okr-10986-236502021-05-25T09:01:30Z When Does ICT-Enabled Citizen Voice Lead to Government Responsiveness? Peixoto, Tiago Fox, Jonathan public service delivery government responsiveness citizen voice accountability ICT platforms This paper reviews evidence on the use of 23 information and communication technology (ICT) platforms to project citizen voice to improve public service delivery. This meta-analysis focuses on empirical studies of initiatives in the global South, highlighting both citizen uptake (‘yelp’) and the degree to which public service providers respond to expressions of citizen voice (‘teeth’). The conceptual framework further distinguishes between two trajectories for ICT-enabled citizen voice: Upwards accountability occurs when users provide feedback directly to decision-makers in real time, allowing policy-makers and program managers to identify and address service delivery problems – but at their discretion. Downwards accountability, in contrast, occurs either through real time user feedback or less immediate forms of collective civic action that publicly call on service providers to become more accountable and depends less exclusively on decision- makers’ discretion about whether or not to act on the information provided. This distinction between the ways in which ICT platforms mediate the relationship between citizens and service providers allows for a precise analytical focus on how different dimensions of such platforms contribute to public sector responsiveness. These cases suggest that while ICT platforms have been relevant in increasing policymakers’ and senior managers’ capacity to respond, most of them have yet to influence their willingness to do so. 2016-01-14T17:37:29Z 2016-01-14T17:37:29Z 2016-01 Working Paper http://hdl.handle.net/10986/23650 en_US WDR 2016 Background Paper; CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo World Bank World Bank, Washington, DC Publications & Research :: Working Paper Publications & Research
repository_type	Digital Repository
institution_category	Foreign Institution
institution	Digital Repositories
building	World Bank Open Knowledge Repository
collection	World Bank
language	en_US
topic	public service delivery government responsiveness citizen voice accountability ICT platforms
spellingShingle	public service delivery government responsiveness citizen voice accountability ICT platforms Peixoto, Tiago Fox, Jonathan When Does ICT-Enabled Citizen Voice Lead to Government Responsiveness?
relation	WDR 2016 Background Paper;
description	This paper reviews evidence on the use of 23 information and communication technology (ICT) platforms to project citizen voice to improve public service delivery. This meta-analysis focuses on empirical studies of initiatives in the global South, highlighting both citizen uptake (‘yelp’) and the degree to which public service providers respond to expressions of citizen voice (‘teeth’). The conceptual framework further distinguishes between two trajectories for ICT-enabled citizen voice: Upwards accountability occurs when users provide feedback directly to decision-makers in real time, allowing policy-makers and program managers to identify and address service delivery problems – but at their discretion. Downwards accountability, in contrast, occurs either through real time user feedback or less immediate forms of collective civic action that publicly call on service providers to become more accountable and depends less exclusively on decision- makers’ discretion about whether or not to act on the information provided. This distinction between the ways in which ICT platforms mediate the relationship between citizens and service providers allows for a precise analytical focus on how different dimensions of such platforms contribute to public sector responsiveness. These cases suggest that while ICT platforms have been relevant in increasing policymakers’ and senior managers’ capacity to respond, most of them have yet to influence their willingness to do so.
format	Working Paper
author	Peixoto, Tiago Fox, Jonathan
author_facet	Peixoto, Tiago Fox, Jonathan
author_sort	Peixoto, Tiago
title	When Does ICT-Enabled Citizen Voice Lead to Government Responsiveness?
title_short	When Does ICT-Enabled Citizen Voice Lead to Government Responsiveness?
title_full	When Does ICT-Enabled Citizen Voice Lead to Government Responsiveness?
title_fullStr	When Does ICT-Enabled Citizen Voice Lead to Government Responsiveness?
title_full_unstemmed	When Does ICT-Enabled Citizen Voice Lead to Government Responsiveness?
title_sort	when does ict-enabled citizen voice lead to government responsiveness?
publisher	World Bank, Washington, DC
publishDate	2016
url	http://hdl.handle.net/10986/23650
_version_	1764454435598106624

When Does ICT-Enabled Citizen Voice Lead to Government Responsiveness?

Similar Items