Citizen Feedback selected for case study by global forum
LAHORE: The Citizen Feedback Monitoring Pogramme (CFMP), a flagship Punjab government programme, run by the Punjab Information Technology Board, has been selected as one of the five winning case studies in the Global Delivery Initiative (GDI) competition organised by the World Bank.[TOP]
The case study will soon be published in the Global Delivery Library on GDPs platform. The Global Delivery Initiative (GDI) is a collaborative effort of 40 development organisations to create a database of delivery challenges worldwide and innovative solutions to overcome them.
The GDI received 47 case studies from 29 organisations addressing a range of development challenges in countries around the world.
The CFMP is designed to collect feed-back from identified citizens who utilise public services. In turn, the feedback is used to identify problem areas and monthly performance reports are shared with government officials to take evidence based corrective measures for improving public service delivery.
In order to contact citizens proactively, mobile numbers are collected from the service delivery points such as public hospitals, property registration branches, driving licenses and Rescue 1122 etc., and interactive robo-calls/ SMS are sent to collect feedback from the citizens that automatically gets integrated into an online portal accessible to officials across Punjab. The CFMP presently monitors 25 different public services across Punjab, more than 28 million citizens have been contacted till date to solicit their feedback.