In the mid 2000s, Indonesia’s Directorate General of Taxes (DGT) was still struggling to recover from the shock of the Asian financial crisis of the previous decade. Tax revenue had plummeted during the crisis, and the collection rate remained well below accepted standards, as well as below the standards of many peers in the region. In 2006, the directorate’s new leaders launched a nationwide overhaul, drawing lessons from a successful pilot program that had reorganized the DGT’s biggest offices and enabled large taxpayers to settle all of their tax-related affairs with a single visit to one office rather than having to go through multiple steps. Expanding that pilot to more than 300 locations across a 3,000-mile archipelago presented no small challenge. The implementers built a digital database that linked all offices to a central server in the capital of Jakarta, developed competency testing and training that bolstered the quality of staff, and created new positions to improve relationships with taxpayers. Other measures aimed to reduce corruption and tax fraud. When political and practical crosswinds frustrated the DGT’s efforts to build the workforce its leaders thought it needed, the agency turned to big-data analytics to improve compliance and broaden the tax base. By 2018, domestic revenue mobilization had plateaued, but the changes introduced had produced important improvements. The question was then what to do to broaden the base further without decreasing incentives for investment or raising administrative costs to unsustainable levels.

Leon Schreiber drafted this case study based on interviews conducted in Jakarta in January and February 2018. Case published April 2018.

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The January 2009 presidential transition in Ghana, the West African country’s second democratic transfer of power between opposing parties, was a significant step in the nation’s democracy. A contentious handover eight years earlier had widened political divisions and hindered policy continuity. In the aftermath, leaders in government and civil society tried to create new norms and practices that would ease transitions. Ahead of the December 2008 election, the Institute of Economic Affairs, a Ghanaian public policy think tank that promoted good governance, led major political parties in talks aimed at setting rules for the presidential transition process. At the same time, a policy unit in President John Kufuor’s administration worked separately to improve the government’s procedures for transferring power. Although a tight timeline and political complications prevented both groups from achieving all of their goals, their work helped ease Ghana’s political tensions and improved the quality of information exchanged between the outgoing and incoming governments. The new government, led by President John Atta Mills, benefited from improved transition reports prepared by civil servants and aides who had taken part in the Institute of Economic Affairs talks. The changes helped the new administration organize, identify priorities, and maintain focus on effective projects and programs.

Robert Joyce drafted this case study based on interviews conducted in Accra, Ghana, during July and August 2015. Case published in November 2015.

In 2005, when Ellen Johnson Sirleaf became Liberia’s first democratically elected post-conflict president, she found her country’s government in shambles. Years of cronyism under military rule and a 14-year civil war had left behind a bloated civil service corps riddled with unqualified employees, most of whom did not have a university education and some of whom could not read or write. The president needed more-capable employees at every level of government. Externally supported capacity-building programs helped fill top and middle management roles with Liberians who had fled abroad during the war, but Sirleaf also wanted to attract the most-talented and most-ambitious young graduates from Liberian universities to work in the public service. With assistance from international donors, Saah N’Tow, a Liberian working at an international consulting firm, set up a fair and transparent recruitment process and coupled it with strong training and mentorship to create the President’s Young Professionals Program. Beginning in 2009 and annually thereafter, the program placed 10 to 20 Liberian youth into government ministries for two-year fellowships. By 2016, 72 young professionals had completed their fellowships and about 75% were still working for the government. Many stood out as some of the top performers in the civil service and several had been promoted to positions as divisional directors and assistant ministers.

Blair Cameron drafted this case study based on interviews he and Pallavi Nuka conducted in Monrovia, Liberia and Paris, France, in March and April 2016. This case study was funded by the Open Society Foundations, which in 2015 donated $250,000 to the program profiled. This case draws from a variety of sources including an independent evaluation ISS conducted in 2016. Case published July 2016.

Mexico’s 2012 presidential transition tested the durability of the country’s democracy. Outgoing president Felipe Calderón ceded power to longtime political opponents. The new president, Enrique Peña Nieto, had to gather information on government programs, select a Cabinet and top aides, and set priorities—with no guarantee of significant cooperation from his predecessor’s administration. But to the surprise of some Mexicans, Calderón ordered his staff to cooperate by gathering and organizing information to brief their incoming counterparts. The process the two leaders put in place ensured an effective handover and helped pave the way for a landmark political deal early in Peña Nieto’s term. The 2012 transition, only the second between opposing parties in eight decades, followed steps other countries could find helpful for ensuring the continuity of core government functions during transfers of power.

Robert Joyce drafted this case study based on interviews conducted in Mexico City in April

2015. Case published in September, 2015.

In November 2005, Nitish Kumar became chief minister of one of India’s poorest states. The third-largest state by population, Bihar lagged behind other states in growth and development but scored high in corruption, lawlessness, and dismal service delivery. Mismanagement of financial resources, obsolete methods of data entry and reporting, a low-skilled workforce, insufficient transparency, and scarce accountability hindered service delivery. As head of state government, Kumar launched a series of reforms that applied information and communications technology to streamline operations, boost revenues, and improve the government’s responsiveness to citizens’ needs. By 2012, Bihar had earned national and regional acclaim for its technology-related gains, and the government of India recognized the turnaround through e-governance awards. Kumar’s efforts earned him the nickname Sushasan Babu, or Mr. Good Governance. Still, some reforms did not go far enough, and significant limitations remained: lack of integration among information and communications systems prevented proper coordination across departments; civil servants did not embrace all technology-related initiatives; and lack of electricity and Internet connectivity in many areas prevented citizens from taking full advantage of the services.

Juliette John drafted this case study in May 2014 while at Princeton University’s Woodrow Wilson School on leave from the UK’s Department for International Development.  The case study was updated by Rushda Majeed and Pallavi Nuka following interviews conducted by Rushda Majeed in Patna, Bihar in August, 2014.  Three separate ISS case studies—Coalition Building in a Divided Society, Clearing the Jungle Raj, and Reviving the Administration,—outline Nitish Kumar’s broader efforts to build a coalition for reform, improve law and order, and resuscitate Bihar’s administration, respectively.

Associated Interview(s):  Anup Mukerji

In early 2008, Zubair Bhatti, administrative head of the Jhang district in Pakistan’s Punjab province, recognized the need to reduce petty corruption in the local civil service—a problem that plagued not only Punjab but also all of Pakistan. He began to contact citizens on their cell phones to learn about the quality of the service they had received. Those spot checks became the basis for a social audit system that spanned all 36 districts in Punjab by 2014. The provincial government outsourced much of the work to a call center, which surveyed citizens about their experiences with 16 different public services. The data from that call center helped district coordination officers identify poorly performing employees and branches, thereby enhancing the capability of the government to improve service delivery. By early 2014, the province was sending about 12,000 text messages daily to check on service quality. More than 400,000 citizens provided information between the beginning of the initiative and 2014. Known as the Citizen Feedback Monitoring Program, the Punjab’s social audit system became the template for similar innovations in other provinces and federal agencies in Pakistan.

Mohammad Omar Masud drafted this case based on interviews conducted in Punjab, Pakistan, in January and March 2014. Case published February 2015.

Note: This case study was previously titled "Calling the Public to Empower the State: Pakistan's Citizen Feedback Monitoring Program, 2008-2014."

In early 2010, Chile’s democracy faced a stern test. A January presidential runoff election had paved the way for the first hand-over between opposing political coalitions since Chileans had pushed out autocrat Augusto Pinochet in 1990. Two decades of rule by a left-leaning coalition of political parties called Concertación had obviated the need for any formal transition process from 1990 to 2010. Now, with the election of the first conservative leader since the dictatorship, politicians and civil servants on both sides had to find ways to ensure a smooth transition. The complicated process had just begun when a massive earthquake devastated Chile’s southern half, killing hundreds of people and causing damage equal to 17% of the country’s gross domestic product. Preparation, including policy planning and staff recruitment early on by the Sebastián Piñera administration and briefings from the outgoing Michelle Bachelet team enabled the new president to get to work quickly. The hand-over demonstrated the strength of Chile’s democracy and set a precedent for future cross-coalition transitions.

Robert Joyce drafted this case study based on interviews conducted in Santiago in August 2014. Case published in November 2014.

Associated Interview(s):  Edmundo Perez Yoma