CEU eTD Collection i Harnessing the Power of the Crowds toMonitor Public Services In partial fulfillment of the requirements for the degree of Master of Arts in ofMaster ofArts the degree for oftherequirements In partialfulfillment Central European University Central Department ofPublicDepartment Policy Supervisor: Kristina Irion Citizensourcing: Budapest, Hungary By Emma Prest Public Policy Submitted to 2012 CEU eTD Collection i commit andintegrate online process andtransparent. offline tomakinginternal processes at improvingmonitoring anddelivery services,public of from itneeds support governmentto succeed For citizensourcing to government. mechanism,but been local has not by embraced a reporing as citizens for well works that site popular and user-friendly is a FixMyStreet that concludes paper The thewebsite. of versions international with comparisons and interviews on based analyzed was which case the to applied and citizensourcinginititiatives study,An FixMyStreet.com.framework is assessmentfor developed evaluating analysis of acase the exploredmonitor public is through service delivery?” harnessed to improvngfunctioning the The of government. question “Howcan citizensourcing be to can contribute that knowledge sources of as untapped seen Citizens are governmet. draws on investigates paper a newform Thie emergingof concept citizensourcing. e-participation: ideas ofandhasa plethora brought encourage Internet the of through which new ways this.to This participatory be is of cornerstone the consideredto any democracy Citizen well-functioning participation andAbstract deliberative democracy within the context of e- CEU eTD Collection BIBLIOGRAPHY...... 47 CONCLUSION...... 44 CHAPTER 5 CHAPTER - FIXMYSTREET...... 23 CHAPTER 4- CHAPTER FRAMEWORK AND METHODOLOGY...... 17 CHAPTER 2 CHAPTER - CITIZENSOURCING: THE POWER OF THE PUBLIC...... 10 i 1 CHAPTER - PARTICIPATION ON- AND OFF-LINE...... 5 INTRODUCTION of Table Contents 6.2 6.1 C 5.3 5.1 4.5 4.4 4.3 4.2 4.1 2.3 2.2 2.1 1.5 1.4 1.3 1.2 1.1 HAPTER C P E I C M B C A O C C P P NTRODUCTION TO NTRODUCTION VALUATING ITIZENSOURCING AS A TOOL FOR MONITORING AND MORE AND MONITORING FOR TOOL A AS ITIZENSOURCING OTENTIAL ASE ITIZENSOURCING ITIZENSOURCING ROWDSOURCING ARTICIPATORY OLICY UILDING AN UILDING SSESSMENT VERVIEW OF VERVIEW ETHODOLOGY C C C ITIZEN AN E AN AN E AN 6 S TUDY - P H ARTICIPATION AND ARTICIPATION - - GOVERNMENT ENHANCE DEMOCRACY ENHANCE GOVERNMENT GOVERNMENT IMPROVE GOVERNMENT OPERATIONS GOVERNMENT IMPROVE GOVERNMENT - OW CAN CITIZENSOURCING BE HARNESSED TO MONITOR PUBLIC SERVICE DELIVERY SERVICE PUBLIC MONITOR TO HARNESSED BE CITIZENSOURCING CAN OW P CENTRIC GOVERNMENT CENTRIC S ITFALLS F F A ELECTION C IX RAMEWORK SSESSMENT M ITIZENSOURCING M ...... 20 ...... 1 : ...... 10 F ONITORING Y F “ RAMEWORKS S IX FROM THE PEOPLE AND WITH THE PEOPLE THE WITH AND PEOPLE THE FROM ...... 37 TREET M ...... 21 Y S ...... 17 TREET F ...... 24 C RAMEWORK O ...... 9 - PRODUCTION ...... 18 ...... 14 ...... 23 ...... 6 ...... 19 ...... 7 ?...... 5 ...... 41 ”...... 11 ...... 5 ? ...... 36 ? CEU eTD Collection improvefunctions. government The importance of ise-government asmoregrowing and in and participate to ways of possible plethora a offers e-government called become has engage for citizens Itoffers toand what isalternative route an the Internet. promising answer A do that? to besthow them.But to delivered publicservices the accept simply than rather shape to able be should Communities answer. to question easy an not is engagement citizen forconstructive channels create stronger these to address these problems. How helpcan to accountability, for mechanisms improved with along government, and citizenry the between communication of channels better developing assume to reasonable is a it this, Given for citizens scrutinize to and challenge governments. is it and more difficult less effective become have channels of participation state conventional media, political parties andsocial Norrismovements. (2003,193)believes thatthe means, means, directthrough andindirectthe such suchaselections, process as through representative wasaboutinfluencinginstitutions democracies government andthepolicy particularly inthe Traditionally, andAustraliaUK 2007). (Vincent in participation political politicians’ speeches. The notion of governmentcitizen-centric has gained ground, and policy papers inWhitehall from resurfaced has idea 1970s of Ostrom’s the co-production leadpubliccitizenry better this A can to number service delivery.growing of agree. people their to listen if governments that and receive they services government the overseeing and19). Goetz (2001)arguethereisneed Gaventa for involved citizens bemorea clear in to (2012, Audit HansardSociety’s reasonably the of to Political Engagement according well governing works system the thinkof of population the government. Lessthat aquarter than their with is dissatisfied world, the around countries other many in as public, British The Introduction 1 CEU eTD Collection discusspublic issuesandto contribute policy. etal. 104)note Meijer impact the that (2009, of is of information, collect harnessing the crowds power the wherecitizensourcing examples to hidden knowledge thatshould betapped. This thesis is thereshows that agrowingnumber of have Theyalso justa service. of than users more are believes citizens which e-participation particularform monitoringof ispresentedas anew Citizensourcing publicdelivery. service be citizensourcing how determining functions,in improve canbestharnessed to government This thesis will therefore for research.” a “new, agenda hearty explore as public. 86) describes public the of theapplication sector Brabham (2008, crowdsourcing to the emergingan to unidentified atask outsource companies private whereby phenomenon the describe field of embryonic.crowdsourcing, byJeffcoined Citizensourcing aterm to developedout Howe of citizensourcing,government tobe a youngfield is and e-participation then nascent, citizensourcingis If e- considers Hilgers&Ihl(2012). academia (2011) andNam Dutton with(2008), (2010), a view to Lukenmeyer& have Torres Torres handful study (2007), begun concept: authors the to of a ofin opencall”. Only it anlargethe form peopleof an undefined, generally group to and servant) outsourcing (usually a civil agent byadesignatedpublic traditionally performed Hilgers define and “the(2010, 72) Ihl citizensourcingas actof istakinga task that public in citizenparticipation government: sourcing. improving in to application of increasinginterest Internet the yearsa particular seen have society businessesinown governance” andgroupsthroughout (Curtin theirRecent 2007, 2). information public; andand services tothe tofacilitate individuals, participation the of provide to more more effectively better andgovernments to operate and transparently; state. E-government is defined as the “use of information and communication technologies by the with including transactions, of kinds all undertake to Internet the to turn citizens more 2 CEU eTD Collection cycle participation has previously been deemed suitable, before quickly before been quickly addressing deemed suitable, has previously cycle participation in policy the where and increasing citizen participation toward focus of government changing fromparticipation which citizensourcingis covered. sprung The chapter then discusses the management. First government, participatory ande-government e- and public democracy from fields of e- literature chapterdraws the firston asfollows. The isThe paper structured citizensourcing. model the of use versions how different into was undertaken research literature information onthis managementandcomputing. Based politicsto social and citizen-centered model the has been in discussed a fromliterature of range fieldsthe engagementof public theworld across has and bee replicated in UK.FixMyStreet local the democracy participatory and FixMyStreet, staff from Local the Government Information Unit, a think tankin working of Somerville, Designer with interviewsMatthew through conducted Research was them. report to system have if aconvenient residents more efficiently canbesolved local isthat premise problems used by municipalcitizens toreport localthe to problems (councils)basedgovernment on is website aBritish FixMyStreet fixmystreet.com. of case study chosen the to then applied analyze Theframeworkwas wasdeveloped projects. framework to anassessment present, members citizensourcing how tounderstand public. of the better order In is working at public servicemore delivery effectively by than previousfrom approaches inputusing hypothesis is thatcitizensourcing mechanism provides a new monitorwhich through to monitor public The to delivery?” can beharnessed service question:“How citizensourcing research following addresses this paper gap, knowledge of fill this part to In anattempt citizensourcing and systematically haveanalyzed practitioners nor “Neither governments area. is anunder-researched participation in policy on ICT general how and why ” (Nam ” (Nam 2012, 13). 3 what governments aredoingin of governments terms CEU eTD Collection to happen into happen future immediate in the Kingdom. United the prepredforprocess, institutionalembrace andreadyto change openness–something unlikely tothe be committed to needs government local showing areoutlined recommendations implementation of citizensourcingfor monitoring. Based on the case study, tentative successful into path the possible pitfalls and findings the discusses chapter The fourth tool. new the embracing and systems their into it integrating not are authorities effective and popular wayfor reportlocal citizens municipalto problems,but local that isframeworkfound anditis an proving that citizensourcing the assessment according to in case into the study diving before selection, Thecase is third study the chapter. analyzed The second chapter outlines the assessment framework, methodology and reasons for case citizensourcingis projects given. of overview an Finally, developed. citizensourcing of concept the examined and monitoring of services.public Then, shift the from crowdsourcing citizensourcing to is 4 CEU eTD Collection prescriptive, descriptive and causal. Much of the early prescriptive literature assumeda prescriptive early the and causal.of Much descriptive prescriptive, – literature has gonethrough e-government identifies that phases three Reece 70) (2006, 1.2 (Fountain 2001, 193-194). bureaucracy, to changes with along the government, of workings roleinternal complex the of changed has Internet public officials and theis the that little3). There doubt 2007, (Mayer-Schönberger&Lazer economic competitiveness citizen, but overall inimprove can it shown what even has OECD The whole. as society ways for costs transaction is as yet unclear reduces it Infact, processes. internal aswell with streamlining state, the tointeractas sector private the and forin citizens of time costs andmoney terms reduces It involved. everyone for andcheaper faster easier, processes government make can E-government change”. Fountain 193) wrote(2001, “the that Internet is a institutional leverforrevolutionary 1.1 field of discussede-government below. answerin academic the to are seeking researchers that recurring questions identifies two 80) much in arethefocus dimensions of related, this area. Reece(2006, e-government research yet These separate, 253). al.et 2003, its(Devadoss with public communicates engages and of this new tool potential the realized havenow they Internet, the of power grasp the to sector private the than to improve slower somewhat were While governments action. collective ideal for organizing networks, the delivery the of network is the It world. the connect to power its in is unprecedented Internet The of public services andChapter 1-Participation On-andOff-line transform how the state Can e-government enhancedemocracy? Can e-government improve government operations? 5 CEU eTD Collection possible. Yet, it is itpossible. Yet, citizens taking who are become the leadto in public active design service becomemorein responsive terms andmaking information of providing online transactions isgovernment happening slowly Kingaccording to &Brown Councils(2007, 72). have citizen centric e- towards In theUK shiftthe and 2001,1). delivery Gaventa (Goetz findingto ways direct of influencecitizens being ableto policy, spending andservice in voices citizens’ The state is publicthe going sector. beyond simply citizens with consulting Thereisa on raising emphasis growing more government. citizen-focused change toward one of original was a claim behinde-government Reddick the (2012,1)goals andthat Turner 1.3 both waysal. (Meijer102; et Reece 2009, 2006,98-99). goes likely,most causalarrow but the is unclear, causalpathway by The society. influenced same the whileatsocial is Technology isshapes and it time practices ambiguous. technology Therelationship society between (Reece 2006,78). born outof exclusively e-government the The is field newandof study academic is this a notablelack there relatively theory of new activists (Nam 2012b, 94;Norris 2002, 113). giving more them diversity methods channelsof and affectto butit attract change, not does already active for by those politically enhancesparticipation TheInternet offline inequalities. 2008), effectively acting as a “bolster status for the quo”(Gibsonal. et 2005)andreinforcing Online political imitate to tends engagement offline political participation (Chen and Lee part in online political activities tend to be the same as those participating in offline activities. taking individuals that hasshown e-participation on Research be fulfilled. yetto has promise widespreadwith This publicdisenchantment politics. technologies to be the would panacea newandhype Internet the that There wasgreat for democracy 2006,73). good (Reece “democratic bias” which uncritically saw the use of technology as positive and the Internet as Citizen-centric government 6 CEU eTD Collection deliberation (OECD 2003,2). bypublic suggestionscharacterized and in aremore open thesestages reasons to thecycle policy cycle, suchasagendasetting obvious andpolicy-formulation (see Figure1).For al. Traditionally, 2009,111). from participation publicthe hasbeenin earlierthe stagesof the A new domain of participationpublic is tosuit emerging theinformation society (Meijer et 1.4 Policy Participation and Co-production authority. and informationincreasingly amongst delivery, themselves sharing local with and the policy cycle. policy Figure below 2 kindsthe of shows being toolse-participation stages of usedat different the tocertainstages. suited may be of in can be they better policy stages all the used cycle, online While showthat policy 2)findings tools OECD(2003, (Meijeral the 2009, 102). et cycle policy the of stages later the into participation bringing on focused has attention Now Figure 1: Policy Cycle 7 CEU eTD Collection crowdsourcing. system” (Boyle & Harris 2009, 11). Interestingly, this rhetoric is remarkably similar to that of drains not believes on area“hiddenresource, services the Co-production usersof public families and their neighbors.” In a 2007 speech David Cameron, now Prime Minister, said: professionals,in theirservices, using people anequaland relationship between reciprocal 1970s. Boyle &Harris (2009,11)define coproduction “deliveringas meaning public services The hasUK government theideaembraced of co-production, developedin byOstrom the Source: ‘Box 2: Tool for online engagementeach at stage of policy-making’ (OECD 2003, 4) igure 2: Policy Cycle Engagement Model done-for.” themselves becomechoices for They andtheirfamilies. the doers, not the activeagents their ownof They are trusted life. tomake the right “The publicbecome, not the passive recipientsstate of services, but 8 F CEU eTD Collection accountability mechanisms, but rather complementthem. but mechanisms, accountability 2) about problemscomplaints from citizens aboutservices valuableprovide can for information policy-makers in leading publicimprove transparency and accountability,better Reports or turn to services. with policy cansubstantially accordingly responding and service performance feedback about citizen implementationExchange (2005,1),explains thatexperience from thearound globe by incorporating shows audits A budgeting.field,and participatory inthis tank think Participatory the Governance social cards, cards,citizen that score report suchascommunity techniques evaluation through and monitoring of heart the into need citizens bring to arisen have mechanisms participatory New to be addressed especially considering limited the enforcementwhen fundingcapacity. and ( actions”, of number government the“infinite monitor asit to is impossible flawed process public mechanisms. accountability However, & Yilmaz Beris (2008,30)explain that this is a agenciesorother anti-corruption audit the approach office, ombudsman, can citizens serious for aparticular service if they want toreport a problem or make a complaint. If the problem is visitMembers or office canresponsible the of 21). write public telephone, Gaventa 2001, the and totakepart(Goetz for citizens withprovide few ways institutionalized the services that agencies the by done conventionally is services public of provision the Monitoring 1.5 Participatory Monitoring .Citizen monitoringreplacenotand designed oversight traditional to is public 9 OECD 2003, CEU eTD Collection company’s team. company’s have taken 74 hours to do it, compared tothe six months to two years it would have taken the problem likely to was aposted whosolved found someone Research solve. that struggle to This website allows commercial companies to post problems that their in-house teams excellentexample70-71) is provided and Ihl (2010, byHilgers theInnoCentive platform. moreway efficient innovating of than methods (Hilgerstraditional andIhl An 2010, 82). proved and tobeafaster pushed by It forward of technology. sector, convergence private the communities Crowdsourcing and networks. wasoriginally used as aform of R&D in the availabledata virtual bringfostering individuals issues, online around together can and more much made has Internet the combined with advancement, technological Furthermore, 2008, 27). lower(Brito significantly are betweenindividuals costs as transaction the itbeenmuch time, for hasmade Internet along easier the have Although used crowdsourcing than the smartest people in them” (Surowiecki 2004, XIII). making (Simon’s capabilities and intelligent, 1957),“groups are remarkably areoften smarter while individuals maybe "boundedly withlimitsrational”, their to rationality and decision- based people idea 2006b).Crowdsourcingon the is intheform that call” (Howe an of open performed byemployees andit outsourcing to an undefined (and generallylarge)network of 2006a).(Howe Heused itto describe “a institutioncompany or taking afunction once The term crowdsourcing was first used by Howe 2.1 Crowdsourcing in an article he wrote for Wired magazine Chapter 2-Citizensourcing: thepower ofthepublic 10 CEU eTD Collection understand how decisions are taken they are better ablehold to governments toaccount. They 2008,222).If influence it(Lukensmeyer Torres and arebetter informedcitizens andbetter it is that see how faircan they that and be processworks, the must able to Citizens decision. a come to to them anduses weighs then government and howthe andcollated moderated citizensourcing andthe process openness response of – howgovernment contributions are the of openness the about also but data, of provision the about just just not is Transparency searchable way many as are now doing platforms with open 2008, 33). government (Brito open makeand inastructured, needonline dataavailable potential, to governments its full reach to citizensourcing information. For and correct havethe relevant need to come together and contribute to issues and problems,for and citizensourcing tosucceed, they will be better able to constructivelyinformation to the public and effective engagement. The premise is that an informed citizenry take part and Macintosh found is & Whyte between (2006,2) there a corollary that of provision the engage in public affairs. If people are to citizensourcing: in inherent elements five identify to is possible it available literature limited the on Drawing people with “from peoplethe andwith people”the (Nam 2012, 12). adds a new twist to the classic Citizensourcing citizensourcing. to essential --characteristics andcollaborative participatory idea of democracy of being transparent, towards government to achangein of point culture Directive the the people, by the people Barrack Obama’sOpenGovernment The Partnership President and Open data. Government and for the Governments across worldthe have embracedtheprinciples of andopen government open The present political environmenthas encouraged the phenomenon of citizensourcing. 2.2 Citizensourcing: “from thepeople and with thepeople” Transparency 11 CEU eTD Collection vestedout that 20) point (2011, andDutton 83) for andIhl(2010, concern citizensourcing.Hilgers interest (Nam The is in2012, 17). digital an divide, oft-discussed e-government,problem equally a cleavages participation political reinforcesworld real groups online that participation government policy advice”. In thismaypractice be impossible due to already-mentionedthe problem in e- or political and legitimate, solid credible of is cornerstone the processes participatory people in these (2007,writes“theTorres thatinvolvement 144) of demographically groups of representative parties service. bythepolicy or affected of population the peopleare representative who attract needbeEfforts to made reach Themarginal to andinclude aim is groups. to of process the may be of participants. diversity made reached dependson the and representativeness and decisions able contributions of quality The initiatives. in citizensourcing important is is participating Who to manipulatefundamentally improve political legitimacy, thereby and qualitythe democracy.of itcan improves well-managed policy-making, participation extentthat nuanced. Tothe and exploit isTheirgovernment can thataremoreofficials policies 2011, 5). (Dutton result participation crucial. Users of a service, inputDirect by is from 14). policies and public affected services communities the particular along with people working somethat newangleoridea canlead innovation superior to problem or solving (Nam 2012, on it, are often betterdiscussideas more theycontribute thancivilservants normally would. Thepossibility arises informed than pooling views from multiple people willimprove judgment. When shareparticipants and better decision-making. believes of lead thatfrom (2011, 5) Dutton a group people to can experiencesandParticipation andperspectives is range avariety of By bringing together key. reaching adecision. morelikely governmentare alsoif support made understand to they thetradeoffs when Participation 12 CEU eTD Collection depends on on depends how ismoderated. process organizedthe and consuming ifthereare many people involved contributing many opinions.different A lot be can time Citizensourcing opposite. it the can mean quite Infact decision-making. 5). In practicemaycollaboration bethat it through mean does not citizensourcing speedier quickly ina asopposed process, to aslower simultaneous sequential 2011, (Dutton process more be means questionsThe can askedandanswers given process onlinepart. collaborative the emphasis should be on the quality ofissue Yet, a beresolved people more on problem quickly. problem can the or collaborating the collaboration, not the quantity ofof collaborationpeople depends on thetaking aim of citizensourcinglevel The platform. government. In with theory or if youcitizens have other morewith working citizens to refer can It important. According toNam (2012a, 18), how citizens and government collaborate in citizensourcing is in adopted finalthe product. been not have if they even considered, been have opinions their and participated have they Nam 13) points tostudies(2012, show that publicthe positively processesevaluate in which support(Hilgershigher2007, 78). Ihl fairer thathavegreater and decisions lead quality, to Participation from a range of people in numbersinsignificant citizensourcingplatforms can lobbyists and special interests2011, 5). (Dutton thereby andinterests, thepowerof reducing from independence institutions established be as aspossible.transparent If is this done successfully, citizensourcing canprovide citizensourcing for platforms their own avoidgain. this, projects To be shouldand monitored Collaboration 13 CEU eTD Collection citizensourcing initiatives around the world are being led by civil-society and by civil-society (Lukensmeyer beingled theworld are initiatives around citizensourcing which widethe of to range being Thereisisuses citizensourcing put. evidence that how of inexistence,settingBelow taster out citizensourcingsomethe isaquick initiatives of ofCitizensourcing 2.3 Overview platform. citizensourcing bemanaged need toparticipate, chose and tounderstood by responsiblefor the those managed activities. with well-structured Crowds, or rather thoseself-selectedindividuals who Individualslistenedbeinitiative toacitizensourcingto. whocontribute properly needto participate andcontinue to onlyif initiatives engagein government they feel they are being how bestquestions touse from about input the how torespond it. andcitizens Citizensto will depends public onagovernment’s opinion”. to Citizensourcingresponsiveness raises in 3)writes of “very aliberal legitimacy democracy the (2011, Dutton decision-making that political arena. greater public builds and in lead to trust civiccapacity,and participation potentially can the 136) claims deliberative that increases democracy citizens’ knowledge of issues,policy forworking the common whichpublicbetter leads good to decision-making. (2007, Torres 220).Deliberation emphasizesimportance the of weighing possible updifferent and solutions 2008, Torres and achieved” (Lukensmeyer are outcomes to andshared commitment creativity levels andother live solutionswith, of develop unprecedented they can knowledge-sharing, discussmore just participation. “When than citizens areaskedto public each problems with (2007)believesTorres is element deliberation acore of implies citizen sourcing. Deliberation Responsiveness Deliberation 14 CEU eTD Collection issues that concern public space and public services” (http://open311.org/learn/ services” concern publicspace and public issues that for channelsof communication provides “technology open as describesitself that that States Finally,on are the thatwork sites civic tracking such Open there issue in United as 311 the 211) claim that they and solvediscuss public policy issues betterthan government. pressing public issues, such policy as healthcare reform. Lukensmeyer and(2008, Torres of 21 Radiation Map. Initsmost ambitious form, citizensourcing atAmerica Speaks takes theform Other citizensourcingmonitor environmental are usedto platforms contamination, such as Kazakhstan Russia haveled andthe prosecution to of officialscorrupt 2011,24). (UNDP has been insuccessful and in India been in Nigeria projects andKenya.Similar replicated Otherborder. uses of includecitizensourcing exposingcorruption. government IPaid aBribe Texas-Mexico the on activity illegal report to individuals encourages which Watch Border Virtual Texas of case in the as control, border for used been has Citizensourcing it. edit PoliceActinvited widely the Commissioner 1958Policecriticized people put online and to citizens to make modifications to bills. Another example was in 2007 when the New ZealandCitizensourcing is used in drafting legislation. example For in enablesRussia, Wikivote were safe. who and were missing those people who of keeptrack Katrina to mobs’ following Hurricane ‘smart used example, Peoplefinder mobilizehumanitarian For asitis quickerto efforts. thangovernmentdisasters often disasters.valuable elections Citizensourcinghas and proved responding to intheaftermath of to uprisingtrack the in with Syria Syria Mostuses Spring of 2012. Ushahidi monitoringentail since been map used ineverything from sexual harassmentto through HarassMap.org Egypt of reports violence inKenya following theelections in 2008, andits openhas software source covered. Ushahidi is, perhaps,the most famous case. The platform was developed tomap 2008,224;UNDPTorres 2011,14).Due to limited space onlyahandful examplesof are st century town meetings bringing together tens of thousands of citizens to discuss to citizens of thousands of tens together bringing meetings town century 15 ). The ). CEU eTD Collection doing the same thing– as FixMyStreet monitoringmunicipal problems. across over thirty websites on the national,While Icame thisidentical theresearching world.thesis almost sitethe of over versions all regional and city level from Brazil create software to been used FixMyStreet problems. open source The local infrastructure to Bangalore remitonly covering haveanarrower as FixMyStreet, such versions, related Other welfare. andanimal levellocal range asnoise complaints of such abroad concerns, platform covers 16 CEU eTD Collection government functions and increases e-participation. Aichholzer & Westholm note Aichholzerfunctions &Westholm (2009, 2) andgovernment increasese-participation. itimproves learning not how on is is money project cost-effective, andhow spent the whether Westholm 2009, 2;Macintosh far,& Whytemuch 2006,3).So hasbeen of emphasis the on justrigorousbut beingpilotprojects, evaluations of such projects arerare (Aichholzer & isprojects still being developed. E-participation projects have undoubtedly on moved from efforts on engaging resulting down is to thefact evaluation focus haveput begungap thatgovernments only to citizensmaking, invery decision- recent ingovernment engagepublic the to projects e-participation spendgovernments on little years, attention limited.10) notesthatconsidering CAddy (2005, amountthe andof resources energy time, and so monitoringis on e-participation,literature evaluation Evenif citizensourcing is to we turn the projects. paid to evaluating assessing to andwith draw on regard to literature is academic little there As mentioned, evaluation the effectiveness ofpublic service operations. delivery, andwidergovernment these to contribute tofruitfully projects sourcing areneededfactors citizen for what understand of the projects.and it is Thenot Thefield justpresent. emerging isonly at understandcitizensourcing how isworking better yet clear and to the case-study evaluate criteria to of providestructured a set isherein to developed what worksframework of assessment purpose so well.the not are working The process or well, and what case-study is usingmonitor citizensourcing specific to does public services and what parts of the not. Thisis identify end,research analyzed.To this to wouldwas conducted that criteria showhowthe thesisfunctions, in particular the delivery hopesof public services, one particular citizensourcing platform to learnimprovehow citizensourcingbetter understand government to In can beusedto order and Framework 4.1 Assessment andMethodology Chapter 4-Framework 17 CEU eTD Collection additions from places: from other additions based of on foundexamples and incitizensourcing only the United welcomes States, thathis is Nam areworking. preliminary,notes work analyzing citizensourcingprojects how framework,assessment butwill beinclude expanded to othercriteria deemed relevantin analyze which lensto through asuitable provides citizensourcing. framework to The as important the case initiatives. Nam’s framework includesstudy allfive dimensions identified in previousthe chapter at citizensourcingvia Government2.0” whichhand. is explicitly aimed atassessing citizensourcing ThisNam the framework(2012) outlines in other his article of “Suggesting frameworks frameworkbeneficial for evaluating such projects.willis not it citizensourcing, conceptualizing for is helpful therefore framework this While Democracy. Collaborative 3) and Administration Collaborative 2) Innovation, and Ideation Citizen 1) form the into tiers: three process breaks by citizensourcing andIhl the created first one, Hilgers (2010), basis oflimitedliterature Despite have frameworks the on The been citizensourcing developed. two the Frameworks 4.2 Citizensourcing projects. evaluation aim with the enoughbeing broad of to apply different kindsto of citizensourcing fieldemergent of by citizensourcing developing and expanding onexisting frameworksfor and improvements. The following assessment framework is designed to contribute to the determining aproject’s effectiveness andvalue andis identifyingessential to shortcomings is Evaluation to key neglected. impact areparticularly and analysisquality of that understanding ofcitizensourcing in diverse contexts. Anextstep this for or broadly applicable.Morework is needed toenhance our remaining“A taskisto develop the frameworks asmoregeneralizable 18 CEU eTD Collection 1 deliberation and responsiveness drawn out which Ihave to collaboration, and participation transparency, includes Process evaluation sociotechnical and procedural functional design. design design, design incorporates Project design evaluation process groups: evaluation. into three evaluation, and outcome criteria framework,Nam’s entitled (2012,16) Assessing Criteria for Citizensourcing, the arranges Framework Assessment 4.3 Buildingan government. local of work the into feeds experience from Unitedthe and Kingdom from citizensourcinga civil that society-led project It is hoped thisthat thesis mayform part of thisstep, in next particular bybuilding on been incorporated into of functionalincorporated beenlast group design. Ihaverenamed the and procedural from measure e-governmentservices whichhave perspective quality the end-users’ the of examine and necessary to of criteria a set develop (2006,98) &Mentzasm Papadomichelaki added. sustainability was criterion of andthe criteria and collaboration participation transparency, the into built been have elements certain which of projects, e-participation 12) outlined asetof evaluating for criteria & Westholm (2009, Further, Aichholzer Impacts. andsocial impacts impacts, administrative governance projects: impact of e-government hassection include beenexpanded to of some (2006,27)criteriaCurtin’s for evaluating the theoutcomes this reason For phenomena. understandthe better to emphasis inorder greater warrant that elements certain there are projects, citizensourcing of aspects different of the effectiveness andimpact. While Nam’s framework provides afairly comprehensive overview Nam(2012, 16) had included these latter criteriaas part of collaboration. various contexts” (Nam2012,19). government inmultiplecountries andthenadjust the frameworks to work is to explore various comparable cases…atmultiplelevels of 1 . Outcome evaluation emphasizes two criteria, two emphasizes evaluation . Outcome 19 CEU eTD Collection which works on local participatory democracy - Jonathan Carr-West, Director, andRob Director, Carr-West, -Jonathan democracy local participatory on which works withconducted staff members two Information UK-based the from Local Government Unit him viawere to Interviews email. andquestions wereput FixMyStreet, Designer of Somerville, Matthew with wasestablished was chosen. Contact FixMyStreet of case study question, explainand its In government on citizens. to impact order to answer research the as appropriate thesisthe islookingunderstand the processes to inat work citizensourcing, most ofmost study Aqualitative wasdeemed analysis of recent nature case projects. the isThere limited quantitativequalitative dataavailable and oncitizensourcing duetothe 4.4 Methodology Figure 3: Criteria toassess citizensourcing (adapted from Nam 2012, 16) assessment framework is set out below. and resultant The how. is to contributing policy citizensourcing part of the process impact it impactevaluation policy and added incriteria the on show which cycle to order to “How can citizensourcing be harnessed to monitor public serviceto monitorpublic delivery?”, beharnessed “How can citizensourcing 20 the CEU eTD Collection yet highly effective and replicable.” In fact, FixMyStreet has proved to be so successful bethat sosuccessful has to proved FixMyStreet fact, In and replicable.” yethighly effective general public intheir dealings with localtheir iscouncil. It a relatively simple application, the empowers which website independent an of example excellent “[a]n being for award e-wellbeing wonaSustainIT In2008,FixMyStreet as “one of stories”. early the success had establish its andprove timeal.9) itself to efficacy.Brittle et describe (2009, platform the since February is2007, which longer thanmost examples other in thefield,meaning ithas in hasbeen operation FixMyStreet itswas chosen age because of success. and FixMyStreet local and other public infrastructure. of streets maintenance the monitoring form of a andis therefore street on the local problems report to by is platform used citizens FixMyStreet The local level the andgovernment. at of analyzeinstructive casestudy citizensourcingto isworking how of outside States United the indeed is citizensourcing shown that hasalready a asthis paper especially of parts world, the different global in research 19)hasis needtoactivities (2012a, alegitimate citizensourcing there explained, phenomena. As on research inhas beenbased Nam States. on United citizensourcing the All literature the The British4.5 Case Study Selection website timeinterviewed dueto constraints. FixMyStreetnot – andusers were – councils keystakeholders the important being that most the research, particularly was deemedliterature Georgia, to citizen-centered politics, management information and social computing. Basedonthis be Italy an research and fields as asdiverse e-participation, e-government, public public management, engagement, the Netherlands. from wasin research academic has to been referred FixMyStreet is operating. which FixMyStreet conducted There within and ascertain environment context the -to Democracy Coordinator Andale, Digital were numerous on FixMyStreet limitations to inthe the UK and in other countries, 21 CEU eTD Collection services. monitor public other beto used where can citizensourcing hope ofshowingandin when the citizensourcing is effectively being usedtomonitor and local report infrastructure problems, how analyze to chosen was study case This count. lost have they that world the around model the andits in have opensourcesoftware many beenreplicated so and cities countries 22 CEU eTD Collection simply locating them on a map” (fixmystreet.com 2012). foundlocal by view, to theirlocal discusscouncil they’ve “help problems or report, people effectively if the publicsystem hasaconvenient reportthem. to The is website’s purpose to islocal bebased Fix more problems simplecan ideathat solved 2012). MyStreet on the simple, tangible benefits in the civic and communitypeople “give aspectsto of Internet their the lives”(MySociety.orguses which MySociety not-for-profit, the by run is FixMyStreet 5.1 Introduction toFixMyStreet Chapter 5 - FixMyStreet fly tipping, and graffiti and problems roads streetlamps, with pavements.The site isnot The kinds localof frequently mostproblems shown inreported, Figure 4,include potholes, FixMyStreet on posted ofproblems 4:Frequency Figure 23 CEU eTD Collection problem problem when they make thereport. the of photos upload can Users unresolved. or unknown are many how and fixed been arranged by namecouncil showing the numbers of new problems how reported, many have tables are summary area. There inthe users postedbyother reports allcurrent contain FixMyStreet is builtbehavior,noise pollution and emergency problems. on principles broader for,and reporting such social on design discourages, as anti-social problems of open data and transparency. The maps on the site with the key findings summarized at the beginning of beginningwith findings key of atthe every the criterion. summarized below, discussed are findings casestudy.the The to framework wasapplied The assessment 5.3 Evaluating FixMyStreet FixMyStreet.com on problems reported and map of 5:Screenshot Figure 24 CEU eTD Collection Design Evaluation explained that “for many authorities, we are simply another way that they be receiving they way will that another simply weare many authorities, “for that explained foroption users post mayphotos to help in the council its response. Somerville (2012) the addition, the problem.locate In for council to the iteasier making amap, problem the on location exactrequiresthe totag providedby local asitof users channel councils those than reporting abetter offers FixMyStreet is less clear. theanswer arrangements institutional provided by localthe authority – telephone, email and officevisits. In terms of improving communication for citizenslooking report local to in additionproblems, the channelsto appears supports providesFixMyStreet institutionalto It anewarrangements. channel of the councils see this as extra work and therefore do not do it. that is here presumably Theproblem else. anyone can themselves, as the report can update EmailFixMyStreet. interview May25,2012)explained council the with Emma that Prest. (Designer, Somerville Matthew isfault. user However, the is at that implication The website. aproblemposts and councilfixes the itbut notupdate user the does newthe status on the with local councils. integration mechanism criticized & Brown reporting the of poor (2007, 78)FixMyStreet’s They claimed there isKing processes. is between and online offline coordination aspects of there whether ICT and lack of coordination Sociotechnicalhow design website tothe relates with institutional works and organizational in the system when a user design Sociotechnical x x integrate it into itinternal their processes. integrate Councils have made limited efforts to embed FixMyStreet into their website or fully are updated notreports are fixed,online.but Some problems andcoordinated. fully integrated not are processes Online and offline 25 CEU eTD Collection get in touch with local government, mainly due to the simple three-step process (see Figure process simple three-step the mainly to due local government, with in touch get reportinglocal government. to problems This isindeed true. It makesfor it citizens easier to way of is “fast andefficient” a that for citizens function feedback offers a FixMyStreet (Nam “collectiveintelligence Hilgers work” Ihl 2012, 16). (2007, 74)think and that to contributing thereby communication, two-way and e-participation effective and efficient facilitate can it whether and platform the of infrastructure the to refers design Functional Functional design routines. and workflows own their into incidents of submission the integrating directly City Council both use so far” (SomervilleFixMyStreetexample, 2012).For BarnetCouncil in London and North Southampton a couple for both done even ashave We system). their the into directly reports official post can we (so end channel to report back with the at integrated have some we “streetcare problems”,version of the site thatlooks like their site, makefewhave usto worked with councils a a - embedding of levels multiple are “There insomeinstances. institutional procedures into integrated has become technology into their websites, showing that the haveMany embeddedFixMyStreet councils incoming report”. so on, but they reports from publicthe -Ihope they find ususeful, mapthe with of location report's the and might not make any difference to what they would do with any other x attracting citizens who have localattracting who citizens previously not reported theirto council.problems problems, street report to citizens for mechanism efficient and easy isan platform The 26 identified. theproblem procedure forresolving normal its follows council and the council the relevant to directly sent is The report council tothe it send will FixMyStreet 4. problem ofthe details 3. Enter area ofthe map on a the problem 2. Locate area or name street postcode, Enter British 1. FixMyStreet 6: Figure How to make a report through areport tomake How CEU eTD Collection their council. their is platform local appears the previously attracting whohavenot citizens problemsreported to an issuehadbeforewhom It is council reported the never This significant. (Nixon to 2012). local authorities every have reports day. These by submitted been over 87,000 people, 52%of since to itsof launch.sending200,000 platform sends anaverage of reports The 250 reports insteady growth numbers. Atthe beginninguser FixMyStreet reached of amilestone 2012, FixMyStreet’s popularity is evidenceof user-friendliness.this Figure 7demonstrates the is easier. even process the The map-face isintuitive means user accounts theintroduction frequent and of for that users androids so that citizens can mobileon post devices(Somerville has developediPhone,2012). FixMyStreet appsfor Nokia and problems literally when experiencemuch visited providebetter theyintended when mobile a redesignwasalso the to web, are walking down the street.further improve the flow of making a report.to 2012 Significantly,in March redesigned was inwebsite The the lightfunctional. of and theis simple rapid design rise website The of the local authority serviceor which department is often difficulton government-run websites. isPrest. May need28, 2012) not thatcitizenstofind do details forresponsible contact the Dale Engagement (Online Lead,Local GovernmentInformation Unit. Interview with Emma by identifiedRob benefit One key surveyed”. users prospective the with andpopular clearly gathered the opinionsisindividuals of site28 “very easy use, users,saidthe asprospective to on-line reportingmechanisms which are more arduous. King& Brown (2007, 78), who many websites offering council to compared clicks, ina problem three can 6).Users report 27 CEU eTD Collection councils to update reports when a problem has been fixed, but they often do not(Somerville 2012). do not(Somerville they often but fixed, has been aproblem when reports toupdate councils 2 an Anyone through unsuitablepage andreport comment can support contact the user the 2012). Somerville(Somerville to according rare contentare inappropriate peopleposting of Instances moderation. site is minimal as there necessary that isnot this Again, viewpoints. favoringcertain or censorship as issues such associated and moderation site quality of the as alldisplayed on incorporatesinput get FixMyStreet Procedural also posts equally.design priority. is issuessets kind very andto agenda not the the This get of citizen what applicable who for example process, citizensourcing of the procedure tothe relates design Procedural Procedural design Figure 7: Reports posted on sinceFixMyStreet its inception, and fixed. problems The number of fixed problems is likely higher than the graph shows. The site relies on users and users on relies The site shows. thegraph than higher likely is problems of fixed Thenumber x Minimal site monitoring isMinimal content are required site monitoring ofinappropriate asinstances rare. 28 2 CEU eTD Collection Process Evaluation information held is assecure as possible (Somerville 2012). andall seriously information user of privacy and security the takes FixMyStreet Brown). to post anonymously, councilsites unlike which often detailsrequire contact (King & employee it.King& deals with found Brown being(2007, 77) thatuserssurveyed liked able Participation notlocal site does illuminate decision-making. government the However, citizens’ reports. to areresponding councils as which well theUK, as across FixMyStreet mean that Themaps does. on wayFixMyStreet fixedinthe have been they whether on information everyone can see the makereport problems andbutthey not online, do publicalltheprovide reported problems array of problems reportedthem available for all to see.Some councils in the UK inhave systems wherebyany citizens can given areapreviously pressureputs FixMyStreet notopen. onauthorities fix by making to problems a process (King & The thatwas Brown introduced transparency website2007, 78). hasto itby makingpublic in government process local reporting andcomplaints the transparency to thefirst for time, brings of delivering services”.FixMyStreet, as asideeffect “transparency creates FixMyStreet said that ofMySociety, Director and Founder (2009) Tom Steinberg Transparency x x The site is popular, butmost visitors donot post reports. decision-making. authority local on light shed not does but them, fixing are councils which and transparency inImproves problems reporting the showing what process, arewhere 29 CEU eTD Collection Internet, along with the necessary skills to use it (Nam 2012b, 91). the to access have usually money, and time knowledge, as such resources, conventional to access with People 2010). McGlynn and (Sylvester Internet the on politically engaged political engagement - those with higher socioeconomic status are more likely to be web metrics audience acompany specializingin FixMyStreet dataprovided by Alexa.com the (2012), more and educated incomesbe thantheThis general earnhigherreflects older, population. The findings on user demographics users showedthat are predominantly male. They tend to andby WriteToThem. othercalled TheyWorkForYou websites MySociety assessed run two However,is it likely Escher they that are not. (2011)from Oxfordthe Internet Institute information of users. demographics on the notcollect Thesite widerthe does population. of are representative FixMyStreet using people the whether calculate reliably to is It difficult is not accessible to a substantial portion of the population. FixMyStreet imply This that would (21stcenturychallenges.org). disadvantaged economically socially mostfour million and Of are the people, 10million these Internet. never usedthe mustNorthern it Ireland. Yet onethat quarter benoted of Britishadultthe population has excluding access inBritain, everyonewith Internet to is accessible platform In theory the number of uniquevisitors to sitethe permonth was 40,000. the Yet around 5,340. moth receivedwas per numberreports of average small.2011, the In relatively still are numbers but steadily, grown has problems report to site the using people isThe arenot most getting The siteleavingof but visitors alot reports. amounttraffic, of accuracy of the data is unknown. is data the of accuracy 3 It is not known whether Alexa.com is a reliable source. The company’s data collection methods are unclear and unclear are methods collection data The company’s source. a reliable is Alexa.com whether known not is It x the lowest socio-economic groups use the site the least. the usethesite groups socio-economic lowestthe likelymost not isrepresentative of Participation population. Thereis that the evidence 3 . The suggesteddemographicsin of are users keeping with research ononline 30 CEU eTD Collection Deliberation government to fix things. It can stop citizens from doing things for themselves.” makes something it FixMyStreet peopleeasier for themselves… andexpect tocomplain someone else to fix, butit's not very good at getting people to take responsibility for doing beingencouraging“itat toishelping people pro-active, great people flag upaproblem for runs raises incounter FixMyStreet28, 2012) to Hethinksfact interestingthat point. an May Prest. Emma with Unit. Interview Information Local Government (Director, Carr-west andhave oneuse. simple should bekept clarity FixMyStreet of for reasons that notes he same at the time but involved inget community action, persuade morepeople to could totry to FixMyStreet do that (2012)admits barbeque 2008).Somerville (Somerville insurance andevenaprovided” tools, with the situation, involved rectifying with get locals could where “clear up”day memberscommunity andthecouncil’swho community worker, development organized a “The made siteFixMyStreet. possible afteradialoguebetween connectingtogether through problem themselves.where FixMyStreet A instances Thereacouple of are 2012). problem the reported who person (Somerville the community has been 11% About haveleft (around 24,000) significant. of by anupdate than other reports someone in Greatthe catalyst Yarmouth notappear tobeit isdoes with users,but other somecommunicating There evidence of users for clearedusers coming an unused together railway and solving Collaboration track a local x x Minimal discussion or deliberation taking place. significant. is not collaboration and communication Citizen-to-citizen 31 CEU eTD Collection yourselves” ( yourselves” on the website with Despite FixMyStreet’s provideaim being aplatform to “youwhere candiscussthe problem others, and then together lobby the council to fix it, or fix it directly Effectiveness Impact Evaluation 2012). more happy;it ignoregenerally happy ifyou just certainly palmthan or it (Somerville off” are explainedpeople as aslong that's for then reason, whatever be can't something fixed, did, as I think public engagement goes a long way to making people feel more satisfied -if if more of responsiveness,“it begreat would recognizesimportance the Somerville (2012) on explaininguser reports delays reasonforfixing or not most something, donot. but updates Someimprovement. is councilspost for indicates room there that this However data reported of which 42% werefixed,although mentionedas numberis higher.probably During werefixing numbera substantial 2011,5,344problems problemsthe reported. of inAs seen Figure7 numbershowing the of fixed,it isproblems councils evident that arenot Responsiveness should its stick to single-minded remit”. site the and inexistence, already many such places are forum -there discussion a general itandyetnotbecoming generaldiscourse. Icertainly don't thinkshouldFixMyStreet provide Somerville (2012)explains“itis hard balance to peoplehelpful leaving updates on reports, x x The site meetsits objectives of helping people toreportand view local problems. There is limited contribution from from local There is contribution limited government. www.fixmystreet.com/faq ), there is minimal discussion or deliberation. or discussion minimal is there ), 32 CEU eTD Collection their local their by council them simply locating amap”on ( If site’s the isgoal to“help peoplereport,view, discuss or local they’vefoundproblems to to implement policies accurately”. In addition to influencing policy implementation, it could it implementation, policy influencing to addition In accurately”. policies implement to as “citizensgovernment pressuring FixMyStreet describe al. 106) et (2009, Meijer externally. This thatitismonitoringsuggests contributing to service public delivery,internally and they can show to central governmentFixMyStreet as it gives them a way measureto their own performance. It gives them numbers andwelcome councils othersmeasurement, performance for indicators national to key the of demonstrateabolition they are doing kinds (OECD2003,2). (2012) explainedCarr-west of encountered problems since that the a good job. information for policy-makers about how implementation is working on the ground and the valuable provide can made platform the The on reports local infrastructure. of maintenance isFixMyStreet feeds policy evidently into the cyclebymonitoring and the provision ImpactPolicy on cycle do this. that could be used to name and shame ones that perform poorly. Yet, the site is careful not its has FixMyStreet aleaguecouncil problem. disposal of responsiveness In theory table at to mechanism, FixMyStreet has offer somethingboth governmentand to wellas citizens.While itworks a reporting has no power to tackleThe factit that has been by andadopted embedded some sign councilsis agood also it that a council that chooses popularity of sitethe itis imply would successfully that working asareporting mechanism. to ignore a posted from growing The more lessaspect). discussion the (apart FixMyStreet or achievesits aims x x Information in reports is tobeaccurate. in considered reports Information performance. their on data internal with tomonitoringContributes in andevaluation provide services, of to particular councils 33 www.fixmystreet.com/faq ), then ), CEU eTD Collection Social Impact (Somerville andat receiving reports 012). processing money and avoids frustration”. FixMyStreet works with councils tomake them more efficient time,councils’ turnaround email“decreases saves the internal bypassing straight to databases go that reports They suggest that also cost”. whilereducing decreasingtheirthus workload some tasks maintenance of crowd-source the to helpslocal “theadministrations service that al 9) comment (2009, et lie.Bittle outwhereproblems work have to not which council does tothe arepresented local that problems means residents the of participation much. The as havenot staff centers money as they do to call councils further saves communication Online council’stime. the twice waste and makesame report not the will of public the save councils money.Further, because the site presents reports in a transparent way,members willthis have infrastructure can local a impactbecausebetter-maintained presumably positive reports than they did.Somepreviously could this consider in aburden. But longer-term the who previously did note local report most itproblems likely means thatcouncils more receive be attracting people easier and appearsto makesof the process reporting As FixMyStreet Administrative impact quality and could therefore toinforming contribute decisions. ininformation is an issue not reports meaning data the received that is by councils ofhigh localin Interestinglyinaccuracy the problems borough. saidthat of Somerville (2012) informed have of isan ascouncils more of overview better decision-making be arguedthat x x No finding money. and time government local save can platform The 34 CEU eTD Collection FIxMyStreet. in andadoption of sitethe hasbeen remarkable,showing there isfor global support theirindicates websites, is that there Furthermore, stakeholder the support. worldwide interest fromin embed and interest FixMyStreet popularity looking thepublic, among to councils commercialprovides and tousers(SomervilleThe support whoprojects employee one 2012). developers on working aretwo there present -at run is small site the people to required on a combination donations of grants, and incomefrom commercial work. Thenumber of Constitutional Affairs Innovations Fundwith grant,a £10,000 FixMyStreet currently relies The platform’s funding appears fairly secure. Originally funded through Departmentthe for Sustainability could alsoimprove governance, butagain this isnothappening. in making thedecision citizensourcing happening. participation through process Increased is this that sign little is there but site, this through fostered be in theory also could government relationship local and public A better the between topublic accountability. contribute increased measure.would transparency the would appearthat to It This is difficult also Governance Impact communities. of well-being abetter-maintained, which contributes environment, improveto cleaner andsafer the would It is difficult to measure the social impact of FixMyStreet. It is assumed that the site x x The platform appears fairly sustainable. No finding 35 CEU eTD Collection municipalities were marking weremunicipalities problems asfixed when they not were used as a way to build trust, or not as the case can relationship. bemoreandcitizens, It be citizen-government responsive the strengthen may be. Chemikucha faced the problemwith interact to local for government channel of communication isagood site Thirdly, the that efficiently itsinternal different weredepartments handling requests(UNDP 2011,34). version of FixMyStreet, Chemikucha, claims that the Mayor’s office used the site to see how –areaswithstate of Georgian The of streets lots the problems become apparent”. quite As Eriksonis (2010,2)explains,powerful FixMyStreet representation aggregate “a the of persepctive. external and internal an from both them, with dealing is council the well how see and problems local of an overview get to information collect to way is auseful it Secondly, this. done have councils few Yet, savings. time and cost generating thereby system internal council’s the into directly reports the byregistering process reporting the itcan streamline processes government Firstly, into thatwhen is findings the indicate back-endFixMyStreet integrated local is it less so. services The citizens benefiteasier andmore isto forthe transparent. public officialsdelivering clear; process the has made Theplatform their councils. problems to infrastructure local report The findingsfrom study analysishow people show that haschanged case the FixMyStreet delivery? Chapter 6 - How can citizensourcing be harnessed to monitor public service corrected (UNDP34). 2011, 4 Chemikucha added a verify button so thatcitizens can confirm whether problems have infact been 36 4 (UNDP2011, 34). CEU eTD Collection communication and opening up systems to the public. There is a fundamental within fundamental tension is public. a There tothe up systems communication and opening may be andavoiding leaks,socontrolling wary new channels they information creating of of 28)Dutton (2011, argues government that agencies by very naturetheir areconscious about Transparency must civilboth beto theprocess. society committed and government inatitative citizensourcing andsustainable asuccessful impact. For limited have project can the it without as fundamental is government from support that shows FixMyStreet of case initiatives be should bottom inup tobuildorder the community participants,and attract the for order themodel work. While to (2011, 30)recommends Dutton thatcitizensourcing in culture frameworks and their andregulations organizational internal change newestablish version designed for the organizationalthe cityculture(2011, 5)compared andvalues. Alfano a similar FixMyStreet to of Venice, Italy, calledIT systems.right Theyneed to open up their reporting entire system, transforming requiring IRIS. The the of matter a simply not Venetiait processes internal and workflows own their into governmentFixMyStreet had to highlights the difficulty of enacting new technology in institutions. For councils to integrate bureaucracies asinflexible is and cumbersome well established. Fountain (2001, 97) to change. mentality inherently are The institutional bureaucracies government resistant of because embrace is citizensourcing believe notready (2008,226) to government and Torres reports andcitizens respondto online, combinedwith change.a resisatnce to Lukensmeyer this aremost mix likely anda complicated limited of resources alackupdate of manpower to way for citizens to send them reports of problems, most have not embraced it. The reasons for The evidence from this case study shows that while councils have accepted FixMyStreet as a Institutional Resistance 6.1 PotentialPitfalls 37 CEU eTD Collection channels complain delivery to monitor open stay and without Internetso those accesswho other that important is It process. the into them invites rather onto but crowd, the of monitoring shoulders the of responsibility the place not does it and methods traditional more replace problems. Citizensourcingis an extra tool in monitoringthe is toolbox. It notmeant to be that certainmay result the parts country of the more segregated in However, other street. whole the helps poorer neighborhoodsbe so important. Someone from a higher socio-economic background who reports a pothole areas highandlow-incomewhere there housing areitmayand mixed neighbors together, not do not have –are a publicstreets benefiting everyone. good for In someof parts UK, examplethe urban the access regardlessIt could – cleaner bearguedthat participates, endthe of who andsafer product or capacity to reportdivide narrows. local digital asthe site the on participation maymore representative be there people”. However, certain to bemoreonly will be responsive government the that could resultsavvy users, the by Internet if itis “only used that stating users, of representativeness the about concern the use websitespeoplecommunicatenot do to Meijeral. with raisesgovernment. et 107) (2009, some mean inequalities societal and divide digital the of A combination future. immediate empower some citizens Unfortunately over others". be isunlikelythis in addressed to the of mechanisms nature that"the note access opportunities and redress Gaventa (2001,12) and all. to give Goetz voice does an equal not FixMyStreet that concern is legitimate There a Participation citizens. to information of control transfer to are reluctant authorities participating valueopenness andKing autonomy.& 78) believe Brown (2007, local institutions citizensourcing:to maintainandcontrol governmentwhereas secrecy, those want 38 CEU eTD Collection deliberation is not essential citizensourcing.to deliberate and debate to need such the feel not do but fixed, holes pot issues want citizens Dutch that appear online. It seems would that It occurrence. this isarare shows, as thewebsite However, department. government when it comes to street to the relevantget itsent through to needs supporters new ten ideawhich option a postingof maintenance problems,Netherlands, provides the option to post reports of municipal problems, as well the additional in FixMyStreet avariation the of Verbeterdebuurt, either party. for circumstances in all be desirable not may government and citizens between and among discussion and Fostering debate otherwise. shows FixMyStree of citizensourcing, element crucial While some thinkersin fieldsuchthis Torres (2007) believeas fostering is deliberation a Deliberation engagingin issue”(Dalethe 2012). enables them toto engage complain with their local authorities, anddirectly affecton-line them and even then only in a limitedwait way. “There is littleor sign off-line.that people want for That is whysomeone FixMyStreet and 2001,14).Peoplelocal level if matters Gaventa will (Goetz engageonly inpolitical they works. Itthe at elseimplementation and expenditure revenue, between toconnections the see to citizens for fix the problempeople’s Problemssurroundings. in localthe environmenthave more immediacy.is It easier with out reallyfixed. Dalebe to them want simply (2012) They issues. these on together work to need or argues want necessarily that one reason thatFixMyStreet has shown that citizens are keen reportto theirlocal FixMyStreet problems online,but donot has worked Collaborationis that it relates to problems in a different way. local agencies to of government theattention ableattract use are website and the cannot 39 CEU eTD Collection priorities and tradeoffs. But this can be difficultin an impatient media age. have government demands between isto honest discussions and citizensand about open and increased greater engagement way resolve that one between tension the suggests to from processes been theyhave excluded(2012) which carefully 2011,21).Carr-west (Dutton in citizens include to wanting towards servants civil of mindset in the shift fundamental then againsttheirgoing wishes forbe difficultcan government. The cruxisa bringing about Giving expressinterest. belong-term and the people chanceto themselves inthe country’s Governments often havemake to difficult decisions that the peoplemay notsupport, butmay demands”. these answer to be possible not may it and more demand they that is government engage with to more power people that“thegiving of downside agrees west (2012) moremake demandsputs pressureon governmentthe to respond2011, 21).Carr- (Dutton developmentby ask questions officials.opportunitiespublic greater people Giving and to Establishing onlineforums for public may not expression be viewed as a positive posts. citizens’ inboth responding to well, fixing and publicizeproblems do councils that those concerns, but does not helpperformance” government them to enforce change. about (enforcement) sanctions/rewards inimposing and/or (answerability) explanations The site could do more to “ reward and improve are listening. consequently deliveryof monitoringto Inorder services public and councils mean that necessarily notdoes that but voice, louder gives a citizens FixMyStreet that agreement general is There complete. not is journey the but delivery, service Amplifying citizens’ voices and ensuringthey listenedisare to a betterstep towards public Responsiveness citizens and/or civil needplay an society in citizens and/or organizationsto active role demanding (Yilmaz & Beris 2008, 31). FixMyStreet helps 2008,31).FixMyStreetvoice &Beris (Yilmaz citizens to 40 CEU eTD Collection participation. publicreleasinginformationto to openingremain doors the and and closed resistant sectors, education and liketheheath,police of publicsector parts the direction,right other led transparency and participation bycentral andmostgovernment councils movingare in the happen. towards Whiledrive isageneral be unlikelytothere intheUK that would this Carr-west (2012) monitoring whether thinks expandedideaof can work. this citizensourced waterinfrastructure, andjustice. However,is it tooearly drawany to asconclusions to health,education, reportproblemsto governance, platformsrelated enablecitizens to separate demandThe bearerssuggestions (huduma.info hold to duty two and accountable” and 2012). or complaints displeasures, concerns, citizen’s amplify to channels and tools based contribute improvement of to the by service delivery simpletechnology/mediaproviding goal “is Its inKenya to Mozambique. stage in and thepilot a project still Uduma, called launched has Ushahidi noting. is worth that Africa East from example interesting an is There report maintenance issues (Nixon 2011). have included hospitals amongand universities, otherlarge institutions, which could use it to couldbefor thingswhat usedother it'sfinding aswell, just those out are”.things Suggestions platform “thatthe believes that (2012) news investigation.Someville for4 TV aChannel code was used to report empty homes,issuesencouragepublic discussion is about and focused. transport more campaign same The first for the Empty Homes to designed was problems.platform This report transport to FixMyTransport create Agency charity, and then of uses” different from (Nixon hasbeen2011). TheFixMyStreet code usedin UKto the amultitude for couldbe adapted that system is“ atits hearta problem-reporting FixMyStreet 6.2 Citizensourcing asatool formonitoring andmore 41 CEU eTD Collection monitoring publicservices. may be They of citizensourcingapplicable to in parts other of the specifically to outlinedbelow apply The recommendations process. policy feed the into designing researchisneededidentify policy. More to and wherecitizensourcingwhen can redevelopmentof and Zero Ground along NewOrleans, influencing with setting agenda and suchasthe projects, planning significantin usedcitizensourcing Speaks to this.America their with 21 America Speaks of example earlier the up hold They evaluation. and decision-making design, agenda-setting, policy to contribute believecitizensourcing can (2008,209-210) that Lukensmeyer Torres and public sector. benefit can the onlyareawherecitizensourcing isnot the for This publicservices. process monitoring improve the can citizensourcing casehas the beenmadethat It ishoped that citizensourcing. as flooding.we areafar But this cry away from widespreadand useembedded of emergencies,respond deployedfeed to such to couldpolicyscale making.also be into and It isdata could immense.It provideidentify a public way to poor servicedelivery on a national for for aggregate stop shop citizen’s platform this and complaints. potential queries The to of issues.public service this If weretohappen,platform aone- the become would effectively Citizensourcing andlocation-based map be annotation could used onedayreportall to kinds same quantity and quality of services with fewer resources (Carr-west2012) the providing keep to option only the as involvement citizen see others democracy, improve Whilepublic sector. councilsin some UKhavethe embraced participation citizen as away to 2012).The has infunding of led (Carr-west sizablerecession across cuts the their to work aspect remains butof aperipheral in thedelivery services, society designandsometimes the engage at consulting with beginningthe civil good to Theytend at policy the process. of Participation in the policy process at the local level in the UK is fairly limited. Councils are 42 st Century Town Hall meetings is testament meetings Hall Town Century CEU eTD Collection . incase study country task. one undertaking policy am butI drawcontinuum,to wider conclusion reluctant research as was basedon one Recommendations for applying citizensourcing tomonitoring public services Figure 8: - - - - - situations insome necessary only is deliberation and collaboration Fostering cannotuse or online canstill platforms beheard) not do that society of segments those that so (important them complement Citizensourcing shouldnot replace monitoring other channels, rather process. the support priorities governmentandtradeoffs can discussion open Facilitating about changing institutional culture. genuinely commit to transparency mayand responsiveness – mean In order to reapthe benefits of governments needcitizensourcing, to processes. offline and online integrate to essential decision-makers)is Participation and support from civil society and government (particularly 43 CEU eTD Collection process are essential. are process andthe citizensourcing from totransparency government and commitment processes genuine citizensourcing asamonitoringmechanism show that integration of andonline offline Ushahidi platforms show. The recommendations made for those looking toharness comprehensively andanalyzed this fieldis likely quickly grow to the as proliferation of further investigation. The possibilities offered by havecitizensourcing yettobe reporting of leadsproblems tooverall improvement of public servicedelivery is an area for effective atmonitoring particularly local publicatthe level, services, butwhethersuch potentialhas not yet been fully realized. This thesis has shown that citizensourcing can be time and money - an important consideration in the present financial crisis. But, this Equally, these platforms offer benefits to local councils to streamline their processes, saving communicate local with by government providing and easy-to-use transparent mechanisms. to report local problems can work. Such sites offer avaluable way for citizens to The analysis ofFixMyStreetdemonstrated creatingthat open, online platforms for the public to report municipal infrastructure problems. citizensourcing one provides way bringgovernmentinto publicinto the processes, particular being hallmarks of any well-functioning democracy. This thesis has shown that –both implementation policy and decision-making improve to policies by public affected are directly who by citizens increaseparticipation of to need the isgrowing consensus there value topublic officials and civil in monitoringsociety public service delivery. Asdiscussed, It is hopedthatthis thesis hashelped toelucidate when and how citizensourcing canbeof Conclusion 44 CEU eTD Collection provides add ahandy to tool participationto the toolbox. citizensourcing Rather, authorities. local their with interact citizens way the overhaul fundamentally or government transform to about not is Citizensourcing stage. that from way that citizensourcing points to “a new kind of governance”. In the UK, atleast, weare a long study in one country. Iwouldgo not as far asLukensmeyer and(2008, 210) Torres in stating case basedone on was made asresearch tentative here any are I am conclusions aware that democratic societies which, bydefinition, shouldnotfindita threat? government in a non-democratic society? Is effective citizensourcing possible only in whether citizensourcing canimprove governmentoperations and public confidencein public, strengthening the citizen-governmentrelationship. Itwouldbe interesting tolook at Apartfrom improving functions, government citizensourcing may simultaneously engage the governments ensure that everyone islistened toequally and fairly? they integrate such contributions into the decision-making and the policy cycle? How can are: How should best governments citizens’ respond to inputand participation? shouldHow citizens can usefully contribute to citizensourcing.through Some of key the questions raised researchisneededFurther identify aspects to other of andpolicy-making what government a way to tap into the power of the crowds and as yet we do not fully understand this power. in others evaluating the emerging array of projects.citizensourcing Citizensourcing provides aimed at analyzing citizensourcing initiatives will be of use to scholars, practitioners and specifically framework assessment an of development and expansion the is that intention The 45 CEU eTD Collection 46 CEU eTD Collection 14(1): 75–90 14(1): Cases’, Brabham, D.C.2008.‘Crowdsourcing as a Model for Problem An Solving: Introduction and December. 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