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The World Bank's Citizen Feedback Agenda

Isabel Santos-Gonzalez

Last week, our colleague Tucker Severson helped co-organize a session with Integrity Action and Jean-Louis Sarbib from Development Gateway and Feedback labs as part of the World Bank/IMF annual meeting in Washington DC. Frederick Galtung wrote a recap of the discussion, which focused primarily on feedback agendas. You can read an excerpt below or find the full piece here

When Jim Yong Kim addressed the World Bank/IMF annual meeting in October 2013 he outlined a vision of “One Group and Two Goals.”[1] During his 2013 speech, Jim Kim highlighted three examples of indicators of improved performance by the World Bank that he would personally be following:

1. To reduce transaction times by a third from conception of a project to first disbursement of funds.

2. To become a better listener. For projects with clear beneficiaries, commit to get feedback from every single one of them, 100 percent (in 2012 the rate was 34 percent).

3. To add rich detail to its maps so that anyone will be able to go online, click on the maps, and immediately learn where the Bank is working and what it is doing.

If the 100% feedback agenda is implemented well we think it has the potential to mark a real step-change for international development assistance. It could be truly transformative.

No development agency has committed to such a vision before. Intuitively, it may seem like an obvious case to make and some may lament that it is long overdue. The more important question now is not to look backwards. The challenging question is to unpack what it means to do feedback well.

Here are two insights we want to share and challenge the World Bank to think about:

First, it needs a key performance indicator (KPI) to assessing whether the 100% percent agenda is delivering value and that is not just being treated as a box-ticking, compliance exercise (which would be easy to get away with). A powerful KPI the World Bank can use is the fix-rate, the rate at which problems are resolved to the satisfaction of the key stakeholders.[2] The Bank has recently published its Citizen Engagement Strategy which outlines a remarkably comprehensive strategy. They should be commended for the scope of their ambition. The fix-rate can be applied to most aspects of this strategy. The strategic framework paper for Citizen Engagement has not yet been published. It will be coming out shortly. But in the framework they distinguish between four kinds of engagement:

1. Complaints: User-identified problems

2. Monitoring: Users assess predefined performance goals

3. Suggestions: User-identified methods to improve service delivery

4. Satisfaction: Users assess quality of services provided

SCF Videos from Oklahoma City and More!

Isabel Santos-Gonzalez

We love when our government partners put together inventive and informational videos to help spread the word about the SeeClickFix (or SeeClickFix powered) apps to residents! Take a look at some of our favorites from Oklahoma City; St. Petersburg, FL; and St. Charles, MO.  

Welcome Manchester, NH

Isabel Santos-Gonzalez

We're excited to welcome Manchester as our first government partner in the State of New Hampshire. The city, which is the largest in the state, is currently home to approximately 110,000 thousand residents. Community members can use the iPhone and Android apps to submit reports about missed pickups, potholes, street light repairs, street sign repairs, and traffic signal repairs and to access pertinent city information. 

In a press release the city distributed, Mayor Ted Gatsas discussed the ways Manchester Connect will allow residents to take advantage of all aspects of city life: 

This app is a must-have for city residents, visitors and professionals. From the convenience of your mobile device, you can access all aspects of city government from contacting the Mayor and your local Alderman, to locating various athletic opportunities available to children, to finding out what exhibitions are featured at the Currier Museum of Art and purchasing tickets. Where technology is certainly a large and essential part of our everyday activities this is great news for the City of Manchester.

We share Director of Economic Development Will Craig's hope that the app will "continue to grow and that [Manchester] can further increase access to city government and the Queen City community" and look forwarding to seeing more great work from the city.  

You can learn more about SeeClickFix here and can read more about the launch on Girard at LargeNew Hampshire Union Leader, and Manchester Ink Link.

Oklahoma City Announces OKC Gov

Isabel Santos-Gonzalez

Oklahoma City, the State of Oklahoma's capital, formally announced its custom app solution for residents, OKC Gov, this afternoon. Residents can now use the mobile apps for Android and iPhone, the city's Facebook page, or to submit reports that range from illegally placed signs to yard parking. 

Oklahoma City's Mayor, Mick Cornett, discussed the ways in which the apps will empower residents and increase engagement in the city's press release

This app is a great example of how a responsive city can utilize technology to simplify processes and empower its residents. With a few clicks on your smart phone, anyone can now photograph, map and report the types of code violations that degrade our neighborhoods. By making the process accessible and easy, we can work together to enhance our neighborhoods, raise our community standards and improve the overall quality of life for our residents.

The apps were configured to include mobile buttons that allow residents to view information about events, public meetings, ward maps, pet adoption, parks, and more! 

Mayor Cornett reported his first issue on SeeClickFix today using the mobile app and the pothole has since been filled. We hope to see all Oklahoma City residents follow his lead and report non-emergency issues in their communities. 

You can learn more about SeeClickFix here.