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Listening to the Voices of Citizens Citizen Feedback through ICT Tools. Smart Rwanda Days Kigali, Rwanda, June 17, 2013 Saki Kumagai. What is Citizen Feedback/ Voice?. The most common form of citizen voice = Voting . But citizen feedback/ voice goes beyond voting !. The Long Story.
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Listening to the Voices of CitizensCitizen Feedback through ICT Tools Smart Rwanda Days Kigali, Rwanda, June 17, 2013 Saki Kumagai
What is Citizen Feedback/ Voice? The most common form of citizen voice = Voting But citizen feedback/ voice goes beyond voting!
The Long Story State Willingness & Capacity to Respond and Account (political, socio-cultural, legal, and economic factors) Independent Accountability Agencies Politicians/ Policymakers Voice Compact Citizens/Clients Formal Social Intermediaries Service Providers/ Agencies Client Power Informal Social Intermediaries Willingness & Capacity to Demand (political, socio-cultural, legal, and economic factors)
The Short Story Citizen feedback is for… Constructive partnershipbetween government/ service providers and citizens for more effective service delivery and developmentas well as for good governance
Potentials • Distance and Space • Time • Communication Cost • Individual Citizen Voices • The Last Mile
The Bottom Line Why collect citizen feedback and what to do with it • First, citizens need to know of your communication channels and what to expect • Willingness to listen will be tested – Close the Accountability Loop • = KEY to sustainable and trust-based government-citizen relationship
Thank you! Skumagai@worldbank.org