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1. Mobile-Development Paradigm


Little doubt that telecommunications penetration impacts positively on
total output , i.e., GDP


Sridhar and Sridhar (2004): a positive impact of fixed lines and a significant
impact of mobile phone penetration on national output



Waverman et al. (2005): an extra 10 mobile phones per 100 people in a typical
developing country added 0.6 percentage points of growth in GDP per capita



Impact is about twice as large in developing countries than in developed

countries


Theory: mobile phones in less developed economies are playing the
same crucial role that fixed telephony played in the richer economies in

the 1970s and 1980s
1. Mobile-Development Paradigm


Mobile phones substitute for fixed lines in poor countries, but
complement fixed lines in rich countries



Telecommunications services help improve the functioning of the
markets by reducing transaction costs and increase productivity
through better service delivery management



Income growth of farmers and traders with mobile application usage


India’s potato farmers witnessed a 19% growth



Niger’s grain traders saw a 29% increase



Uganda’s Banana growers’ income rose by 36%
1. Mobile-Development Paradigm



Innovations
Time,



Cost,

Visit and ultimately

Methodology and objectives


Inform global best innovations



UNDESA’s Public Service Awards



Other secondary sources of information

Quality
2. Global best practices
Area/Initiative Country
Mobile Counter
for People in
Need

Italy

Problem




Access to important public
services challenging for the
disabled and the elderly
Italy’s National Institute for
Social Security (INPS)
services is expected to reach
around 35 million
constituents

Innovation








Mobile Counter allows citizens to
obtain services via telephone and
other forms of ICT
People over the age of 80 and those
with disabilities entitled to the
Mobile Counter benefits
A PIN code, provided to them in a
letter, enables them to contact the
Mobile Counter and submit their
service request
Home services where necessary
Inclusion and participation of
disabled INPS staff
Area/Initiative
Central recruiting
systems

Country
Oman

Problem


Corruption in
civil service
recruitment

Solution/Impact










Ministry of Civil Service (MOCS)
established a system in which mobile
phones can be used by job-seekers to
apply for employment within the Civil
Service
Applicants’ qualifications are verified
electronically via the Human Resource
Management System (HRMS) and
records from the Ministry of Manpower
Qualified applicants go through a
computer based examination at regional
centres nearest their home
Graded by computer-based systems and
score given to them immediately
Top 5 candidates directed to an interview
on this same day
Length of the recruitment process
reduced from 11 months to less than a
month
Initiative

Country

Municipal
government
online
portal

Spain

Problem

Innovation

 Facilitate
and  Focused on three basic services for citizens: the
improve
the
Alcobendas Card (local council in your pocket),
relationship
an expanded website, and an integrated 24-hour
between citizens
telephone information service
and
the  The Card: Eliminates the need for different local
municipality by
forms of ID by bringing all services together,
simplifying the
cutting waiting time for citizens down to an
tools
that
average of less than four minutes
citizens use to  By providing a 24-hour telephone information
obtain
hotline, integrating information and services for
information and
citizens, enlarging and decentralizing existing
communicate
offices (where possible), and extending office
with
public
hours to afternoons, evenings, and Saturdays,
institutions
the municipality was able to integrate offices
and services, increase accessibility, enhance the
quality of service, and reduce waiting times
Initiative

Country

Alerta
Miraflores
(web and
phone
based
security
system)

Peru

Application
Online
Complaint
Monitoring
System
(OCMS)

India

Problem


Innovation

An
escalating 
crime rate






Deliver
better 
services
and
activating
citizens’ interest
in the affairs of 
the
local
government


Citizens dial in and automatically connected to report
criminal incidents
Reported data captured and displayed on electronic
maps
Robberies and assaults declined by 68% and 30%
respectively
Encourages citizens’ involvement in policy making by
providing data
Designed to receive complaints into the cohesive
system, whatever the mode of complaint (letter, fax,
phone etc) and give feedback to the complainant in real
time
The action taken by officers posted on the system, and
if not addressed within the time limit, the system will
automatically escalate the complaint to the higher
officer
Huge savings on paper, time and effort, eliminating
all the bureaucratic processes and routings
Initiative

Country

Problem

Innovation

State-wide
Attention
on
Grievances
by
Application
of
Technology
(SWAGAT)

India

 Grievance
redress
was
through
a
process
of
representations
and
repetitive
applications
at
different levels
 No
structured
system
with
monitored
outcomes
 No mechanism
to
track
grievances/
progress of the
redressal

 SWAGAT covering all 225 sub districts of
Gujrat to reach over 55 million people and
replicated in other states in India, including
Madhya Pradesh and Rajasthan
 Use of technology to compile, classify and
analyse data on grievances has brought to the
fore many policy issues that required highlevel attention
 Complains are divided in 3 categories. Policy
matters, Long Pending and First Timer
 All stakeholders connected in real time during
the SWAGAT session - crux of the system’s
success.
 Available to all groups, including illiterate
people and anyone can access the system at
local government offices
 Listening to people’s voice is the key test of
good governance
 SWAGAT made Citizens Charter meaningful


Improvements in the delivery of
public services contribute greatly to

good

governance

achievement

of

for

the

international

development goals.


“In an era of increasingly complex
challenges, from climate change to
food insecurity and the financial
and economic crisis, the world
needs its public servants to be more
creative and talented than ever….”
Growth (%)
2002
2012

GDP per capita ($)
2002
2012

Countries
Banglades
4.85
6.13
361.73
797.16
h
6.07
4.18
3,017.70
7,020.12
Botswana
3.44
-6.84
13,484.68
22,072.45
Greece
3.77
3.24
491.24
1,500.76
India
0.45
-2.69
21,572.81
33,115.01
Italy
0.55
4.56
419.14
966.59
Kenya
2.07
4.99
8,070.48
25,356.14
Oman
5.02
6.28
2,184.22
6,525.36
Peru
13.19
8.00
191.93
681.52
Rwanda
2.71
-1.64
16,670.51
28,670.09
Spain
Source: World
5.32
6.48
1,999.30
5,390.12
Thailand Economic Outlook (2013), for GDP figures; ITU (2013) for mobile subscription

Mobile
penetration (%)
2002
2012
0.21

62.82

12.66
54.00
0.34
74.13
0.41
7.39
4.90
0.46
60.24
4.90

153.79
120.04
69.92
159.76
71.17
159.25
98.00
49.67
108.36
127.29

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Use of Mobile in Public Service Delivery: Global Best Innovative Practices

  • 1. 1. Mobile-Development Paradigm  Little doubt that telecommunications penetration impacts positively on total output , i.e., GDP  Sridhar and Sridhar (2004): a positive impact of fixed lines and a significant impact of mobile phone penetration on national output  Waverman et al. (2005): an extra 10 mobile phones per 100 people in a typical developing country added 0.6 percentage points of growth in GDP per capita  Impact is about twice as large in developing countries than in developed countries  Theory: mobile phones in less developed economies are playing the same crucial role that fixed telephony played in the richer economies in the 1970s and 1980s
  • 2. 1. Mobile-Development Paradigm  Mobile phones substitute for fixed lines in poor countries, but complement fixed lines in rich countries  Telecommunications services help improve the functioning of the markets by reducing transaction costs and increase productivity through better service delivery management  Income growth of farmers and traders with mobile application usage  India’s potato farmers witnessed a 19% growth  Niger’s grain traders saw a 29% increase  Uganda’s Banana growers’ income rose by 36%
  • 3. 1. Mobile-Development Paradigm  Innovations Time,  Cost, Visit and ultimately Methodology and objectives  Inform global best innovations  UNDESA’s Public Service Awards  Other secondary sources of information Quality
  • 4. 2. Global best practices
  • 5. Area/Initiative Country Mobile Counter for People in Need Italy Problem   Access to important public services challenging for the disabled and the elderly Italy’s National Institute for Social Security (INPS) services is expected to reach around 35 million constituents Innovation     Mobile Counter allows citizens to obtain services via telephone and other forms of ICT People over the age of 80 and those with disabilities entitled to the Mobile Counter benefits A PIN code, provided to them in a letter, enables them to contact the Mobile Counter and submit their service request Home services where necessary Inclusion and participation of disabled INPS staff
  • 6. Area/Initiative Central recruiting systems Country Oman Problem  Corruption in civil service recruitment Solution/Impact       Ministry of Civil Service (MOCS) established a system in which mobile phones can be used by job-seekers to apply for employment within the Civil Service Applicants’ qualifications are verified electronically via the Human Resource Management System (HRMS) and records from the Ministry of Manpower Qualified applicants go through a computer based examination at regional centres nearest their home Graded by computer-based systems and score given to them immediately Top 5 candidates directed to an interview on this same day Length of the recruitment process reduced from 11 months to less than a month
  • 7. Initiative Country Municipal government online portal Spain Problem Innovation  Facilitate and  Focused on three basic services for citizens: the improve the Alcobendas Card (local council in your pocket), relationship an expanded website, and an integrated 24-hour between citizens telephone information service and the  The Card: Eliminates the need for different local municipality by forms of ID by bringing all services together, simplifying the cutting waiting time for citizens down to an tools that average of less than four minutes citizens use to  By providing a 24-hour telephone information obtain hotline, integrating information and services for information and citizens, enlarging and decentralizing existing communicate offices (where possible), and extending office with public hours to afternoons, evenings, and Saturdays, institutions the municipality was able to integrate offices and services, increase accessibility, enhance the quality of service, and reduce waiting times
  • 8. Initiative Country Alerta Miraflores (web and phone based security system) Peru Application Online Complaint Monitoring System (OCMS) India Problem  Innovation An escalating  crime rate     Deliver better  services and activating citizens’ interest in the affairs of  the local government  Citizens dial in and automatically connected to report criminal incidents Reported data captured and displayed on electronic maps Robberies and assaults declined by 68% and 30% respectively Encourages citizens’ involvement in policy making by providing data Designed to receive complaints into the cohesive system, whatever the mode of complaint (letter, fax, phone etc) and give feedback to the complainant in real time The action taken by officers posted on the system, and if not addressed within the time limit, the system will automatically escalate the complaint to the higher officer Huge savings on paper, time and effort, eliminating all the bureaucratic processes and routings
  • 9. Initiative Country Problem Innovation State-wide Attention on Grievances by Application of Technology (SWAGAT) India  Grievance redress was through a process of representations and repetitive applications at different levels  No structured system with monitored outcomes  No mechanism to track grievances/ progress of the redressal  SWAGAT covering all 225 sub districts of Gujrat to reach over 55 million people and replicated in other states in India, including Madhya Pradesh and Rajasthan  Use of technology to compile, classify and analyse data on grievances has brought to the fore many policy issues that required highlevel attention  Complains are divided in 3 categories. Policy matters, Long Pending and First Timer  All stakeholders connected in real time during the SWAGAT session - crux of the system’s success.  Available to all groups, including illiterate people and anyone can access the system at local government offices  Listening to people’s voice is the key test of good governance  SWAGAT made Citizens Charter meaningful
  • 10.  Improvements in the delivery of public services contribute greatly to good governance achievement of for the international development goals.  “In an era of increasingly complex challenges, from climate change to food insecurity and the financial and economic crisis, the world needs its public servants to be more creative and talented than ever….”
  • 11. Growth (%) 2002 2012 GDP per capita ($) 2002 2012 Countries Banglades 4.85 6.13 361.73 797.16 h 6.07 4.18 3,017.70 7,020.12 Botswana 3.44 -6.84 13,484.68 22,072.45 Greece 3.77 3.24 491.24 1,500.76 India 0.45 -2.69 21,572.81 33,115.01 Italy 0.55 4.56 419.14 966.59 Kenya 2.07 4.99 8,070.48 25,356.14 Oman 5.02 6.28 2,184.22 6,525.36 Peru 13.19 8.00 191.93 681.52 Rwanda 2.71 -1.64 16,670.51 28,670.09 Spain Source: World 5.32 6.48 1,999.30 5,390.12 Thailand Economic Outlook (2013), for GDP figures; ITU (2013) for mobile subscription Mobile penetration (%) 2002 2012 0.21 62.82 12.66 54.00 0.34 74.13 0.41 7.39 4.90 0.46 60.24 4.90 153.79 120.04 69.92 159.76 71.17 159.25 98.00 49.67 108.36 127.29