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Closing the Feedback Loop Loop Closing the Feedback Closing the Feedback Loop Closing the Feedback Public Disclosure Authorized Public Disclosure Authorized DIRECTIONS IN DEVELOPMENT Public Sector Governance Closing the Feedback Loop Public Disclosure Authorized Can Technology Bridge the Accountability Gap? Gigler and Bailur Björn-Sören Gigler and Savita Bailur, Editors Public Disclosure Authorized Closing the Feedback Loop DIRECTIONS IN DEVELOPMENT Public Sector Governance Closing the Feedback Loop Can Technology Bridge the Accountability Gap? Björn-Sören Gigler and Savita Bailur, Editors © 2014 International Bank for Reconstruction and Development / The World Bank 1818 H Street NW, Washington, DC 20433 Telephone: 202-473-1000; Internet: www.worldbank.org Some rights reserved 1 2 3 4 17 16 15 14 This work is a product of the staff of The World Bank with external contributions. The findings, interpreta- tions, and conclusions expressed in this work do not necessarily reflect the views of The World Bank, its Board of Executive Directors, or the governments they represent. The World Bank does not guarantee the accuracy of the data included in this work. The boundaries, colors, denominations, and other information shown on any map in this work do not imply any judgment on the part of The World Bank concerning the legal status of any territory or the endorsement or acceptance of such boundaries. Nothing herein shall constitute or be considered to be a limitation upon or waiver of the privileges and immunities of The World Bank, all of which are specifically reserved. Rights and Permissions This work is available under the Creative Commons Attribution 3.0 IGO license (CC BY 3.0 IGO) http:// creativecommons.org/licenses/by/3.0/igo. Under the Creative Commons Attribution license, you are free to copy, distribute, transmit, and adapt this work, including for commercial purposes, under the following conditions: Attribution—Please cite the work as follows: Gigler, Björn-Sören, and Savita Bailur, Eds. 2014. Closing the Feedback Loop: Can Technology Bridge the Accountability Gap? Directions in Development. Washington, DC: World Bank. doi:10.1596/978-1-4648-0191-4. License: Creative Commons Attribution CC BY 3.0 IGO Translations—If you create a translation of this work, please add the following disclaimer along with the attribution: This translation was not created by The World Bank and should not be considered an official World Bank translation. The World Bank shall not be liable for any content or error in this translation. Adaptations—If you create an adaptation of this work, please add the following disclaimer along with the attribution: This is an adaptation of an original work by The World Bank. 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All queries on rights and licenses should be addressed to the Publishing and Knowledge Division, The World Bank, 1818 H Street NW, Washington, DC 20433, USA; fax: 202-522-2625; e-mail: pubrights@ worldbank.org. ISBN (paper): 978-1-4648-0191-4 ISBN (electronic): 978-1-4648-0192-1 DOI: 10.1596/978-1-4648-0191-4 Cover art: © Llanco Talamantes, District Design Group. Used with the permission of Llanco Talamantes. Further permission required for reuse. Cover design: Debra Naylor, Naylor Design. Library of Congress Cataloging-in-Publication Data Closing the feedback loop : can technology bridge the accountability gap? / edited by Björn-Sören Gigler and Savita Bailur. pages cm. — (Directions in development) Includes bibliographical references. ISBN 978-1-4648-0191-4 (alk. paper) — ISBN 978-1-4648-0192-1 (electronic) 1. Government accountability—Technological innovations. 2. Public services—Technological innovations. 3. Public administration—Technological innovations. 4. Transparency in government— Technological innovations. 5. Information technology—Political aspects. I. Gigler, Björn-Sören, editor of compilation. II. Bailur, Savita, editor of compilation. III. World Bank, issuing body. JF1525.A6C56 2014 658.4’02—dc23 2014008434 Closing the Feedback Loop • http://dx.doi.org/10.1596/978-1-4648-0191-4 Contents Foreword by Sanjay Pradhan xi Foreword by Rakesh Rajani xv Acknowledgments xvii About the Contributors xix Abbreviations xxiii Chapter 1 Introduction: The Potential for Empowerment through ICTs 1 Savita Bailur and Björn-Sören Gigler Theories and Cases Presented in This Collection 2 Underlying Theories of Empowerment through ICTs 5 A Critical Analysis of Factors Influencing Empowerment through ICTs 8 A Framework for Analyzing Empowerment through ICTs 10 Note 14 References 14 Chapter 2 Informational Capabilities: The Missing Link for Understanding the Impact of ICT on Development 17 Björn-Sören Gigler Introduction to the Literature 17 The Capability Approach 19 The ICT Impact Chain 30 Conclusions 37 Notes 38 References 38 Chapter 3 New Routes to Governance: A Review of Cases in Participation, Transparency, and Accountability 43 Renee Wittemyer, Savita Bailur, Nicole Anand, Kyung-Ryul Park, and Björn-Sören Gigler Transparency, Accountability, and Participation: Assumptions and Critiques 44 Closing the Feedback Loop • http://dx.doi.org/10.1596/978-1-4648-0191-4 v vi Contents Objectives and Approaches: An Analytical Structure for Case Studies 47 Improved Public Service Delivery 50 New Spaces for Citizen Voices and Political Engagement 53 Improved Budget Transparency 56 Lower Levels of Corruption 61 Legislative Reform 61 Judicial Transparency and Accountability 62 Reaching Impact: Considerations for Achieving Accountability 62 Going Forward 64 Notes 65 References 66 Chapter 4 Interactive Community Mapping: Between Empowerment and Effectiveness 71 Jennifer Shkabatur From Mapping to Interactive Community Mapping 72 The Elements of Interactive Community Mapping 74 A Framework for Effective Interactive Community Mapping 80 Applying the Framework 86 Conclusion 103 Notes 104 References 105 Chapter 5 The Role of Crowdsourcing for Better Governance in Fragile State Contexts 107 Maja Bott, Björn-Sören Gigler, and Gregor Young Crowdsourcing: A New Panacea for Social Accountability and Governance? 108 How Is Crowdsourcing Expected to Improve Governance? 110 Critical Success Factors of Crowdsourcing Systems 111 Potential Role of Crowdsourcing and Interactive Mapping in Fragile States 115 Challenges and Risks of Applying Crowdsourcing and Interactive Mapping in Fragile State Environments 119 The Experience of the Crisis-Mapping Community 122 Other Applications of Crowdsourcing 131 An Analysis of Crowdsourcing Success Factors 138 Recommendations for Donors: Applying Crowdsourcing and Interactive Mapping for Socioeconomic Recovery and Development in Fragile States 141 Notes 144 References 146 Closing the Feedback Loop • http://dx.doi.org/10.1596/978-1-4648-0191-4 Contents vii Chapter 6 Check My School: A Case Study on Citizens’ Monitoring of the Education Sector in the Philippines 149 Jennifer Shkabatur Introduction to Check My School 151 Stakeholders 152 Enabling Conditions and Methods 156 Technology 159 The 12-Step Implementation Cycle of CMS 162 Lessons from the First Phase: CMS 1.0 175 The Next Phase: CMS 2.0 178 Recommendations for Replicating CMS in Other Countries 182 Conclusion 184 Annex 6A: Sources 185 Notes 187 References 187 Chapter 7 Information Tools for Improving Accountability in Primary Health Care: Learning from the Case of Karnataka 189 Shirin Madon Unpacking Concepts: Participation, Transparency, and Accountability 191 Karnataka’s Rural Health Strategy 192 NRHM Accountability Initiatives in Karnataka 194 Discussion and Conclusion 205 Notes 208 References 208 Chapter 8 Closing the Feedback Loop: Can Technology Amplify Citizen Voices? 211 Björn-Sören Gigler, Samantha Custer, Savita Bailur, Elizabeth Dodds, and Saher Asad, with Elena Gagieva-Petrova Conceptualizing Citizen Feedback in Development Assistance 212 A Five-Point Systems Framework 219 Primary Research 236 Moving Forward: Recommendations to Maximize the Impact of Technology-Enabled Feedback 260 Annex 8A: Survey Questions 264 Annex 8B: List of 2013 World Bank–Financed Projects Incorporating Citizen Feedback, by Region 270 Note 272 References 273 Closing the Feedback Loop • http://dx.doi.org/10.1596/978-1-4648-0191-4 viii Contents Chapter 9 The Loch Ness Model: Can ICTs Bridge the “Accountability Gap”? 279 Björn-Sören Gigler, Savita Bailur, and Nicole Anand Understanding the Dimensions of ICT-Enabled Citizen Engagement 280 How Can ICTs Bridge the Accountability Gap? The Loch Ness Model 284 Key ICT Enabling Factors 290 Constraints on ICTs: A Door Still Ajar 294 Recommendations 296 Notes 301 References 301 Boxes 6.1 Media Coverage of Check My School 150 6.2 Social Accountability 158 6.3 The College of Saint Benilde, Manila 166 6.4 The Brigada Eskwela Project 168 8.1 Integrating Feedback from Civil Society and Beneficiaries into Project Implementation:
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