The potential and challenges of customer feedback in the public sector

Abstract

This talk will present the Pakistan Citizen Feedback Monitoring Program (CFMP), which, leveraging the ubiquitous presence of ordinary cell phones, aims to fight petty corruption, improve service delivery and improve trust in the state. Replicated in Albania and Romania, such proactive universal surveying of beneficiaries, already widely practiced in the private sector, is implementable in in a wide variety of public sector setting at a relatively low cost. A historical case study on CFMP was recently published by Princeton University.  

Bio

Zubair K. Bhatti is a Senior Public Sector Management Specialist at the World Bank. He is the co-author of Logged On: Smart Government Solutions from South Asia.

The event is sponsored by the Center for South Asia, and would be of interest to the LibTech community.