Many poor people lack access to public services, such as drinking water, health and education. They also lack effective ways to complain, to forward their views, and to request information or services. Public services lack transparency, accountability and quality. Could appropriate information and communication technologies (ICTs) provide both access to information and better service delivery?
A Knowledge and Research programme of the UK’s Department for International Development aimed to improve the quality, transparency and effectiveness of ‘pro-poor’ public services through the use of ICTs. OneWorld South Asia managed the programme, which was carried out with partners Transparency International (TI) and their country offices in Croatia, Pakistan and Nigeria.
The programme focused mainly on access to information and identifying ways that ICTs could be used to provide customer feedback. This could then improve the effectiveness of public service delivery to poor and vulnerable people in the community.