containing patronage pressures

Calling Citizens, Improving the State: Pakistan’s Citizen Feedback Monitoring Program, 2008 – 2014

Author
Mohammad Omar Masud
Core Challenge
Country of Reform
Abstract

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."

Sri Mulyani Indrawati

Ref Batch
C
Focus Area(s)
Ref Batch Number
4
Critical Tasks
Country of Reform
Interviewers
Matthew Devlin, Andrew Schalkwyk
Name
Sri Mulyani Indrawati
Interviewee's Position
Minister of Finance
Interviewee's Organization
Indonesia
Language
English
Nationality of Interviewee
Indonesia
Town/City
Jakarta
Country
Date of Interview
Reform Profile
Yes
Abstract

Sri Mulyani Indrawati talks about the sweeping reforms she introduced in the Ministry of Finance in Indonesia.  She talks about how she took over the Ministry of Finance and built a team that was capable of pushing through challenging reforms. She reflects on the crucial support of Indonesia's president, who backed the tough decisions she needed to make in order to make the Ministry of Finance more effective.  She also talks about the complicated relationship between the Ministry of Finance and Parliament, whose members generally supported reform in the abstract but sometimes balked at the steps she felt needed to be taken, such as raising salaries.  She notes that the reforms maintained the support of the president and other high-level officials because she kept a close eye on costs and benefits; in fact, tax revenue increased sharply after the beginning of the reforms.  In some detail, Mulyani describes the steps she took to tackle corruption.  She made it clear that corruption would not be tolerated, and she fired whole departments where corruption occurred, to send the message that she was serious. She was able to contain patronage pressures by securing the president’s backing for decisions that were expected to draw a backlash from powerful people.  She also made the tough decision to go against cultural norms and the strong bureaucratic esprit de corps, removing poorly performing bureaucrats rather than relocating them or waiting for them to retire.  Throughout these changes, she built a strong and productive relationship with the media, encouraging them to hold her accountable and monitor the activities of her ministry.  She ends with reflections on the importance of building coalitions through consultations, and why authority should be exercised only as a last resort.

Case Study:  Instilling Order and Accountability: Standard Operating Procedures at Indonesia's Ministry of Finance, 2006-2007 

Profile

Sri  Mulyani Indrawati received her doctorate in economics from the University of Illinois at Urbana-Champaign.  She served as an executive director of the International Monetary Fund, representing 12 economies in Southeast Asia.  She worked for the U.S. Agency for International Development and lectured on the Indonesian economy at the University of Georgia, in the U.S.   At the time of this interview, she was head of Indonesia's Ministry of Finance, where she build a reputation for integrity and was credited with reducing corruption and increasing efficiency.  In August 2008, she was ranked by Forbes Magazine as the 23rd most powerful woman in the world, and the most powerful in Indonesia.

Full Audio File Size
34 MB
Audio Subsections
Size
1.6Mb
Title
Getting The Word Out
Full Audio Title
Sri Mulyani Indrawati - Full Interview

Jaime Castro Castro

Ref Batch
J
Focus Area(s)
Ref Batch Number
4
Country of Reform
Interviewers
Matthew Devlin and Sebastian Chaskel
Name
Jaime Castro Castro
Interviewee's Position
Mayor of Bogotá, 1992-1994
Language
Spanish
Nationality of Interviewee
Colombian
Town/City
Bogotá
Country
Date of Interview
Reform Profile
No
Abstract
In this Interview, Castro describes his role in issuing the 1993 Organic Statute of Bogotá that put an end to decades of governability deficit and bankruptcy in the city. He credits the Constitutional amendments of 1991 for enabling the reform process without garnering prohibitive resistance early on, but he attributes that lack of opposition to indifference and underestimation of the future impact of the changes rather than agreement with the project for Bogotá. Once the constitutional mandate for passage of the statute was in place, drafting was initially delegated to Congress, while Castro found himself participating in what he describes as a de facto joint administration with the Bogotá Concejo (city council) that exceeded the limits established by constitutional separation of powers. He dedicated his first year in office to assembling a highly competent and depoliticized team, in what amounted to a break with Colombian tradition. He managed to deal with pressures in this respect by appointing Concejo members’ protégés for politically inconsequential  posts. During his first year, Castro also acquired the practical experience that would inform his draft of the statute once Congress failed to produce a viable document. The Organic Statute passed by decree in late 1993, and became the road map for Bogotá by formalizing the separation of powers between the mayor’s office and the Concejo down to the implementation level, introducing a decentralized regime within the city and setting the bases for comprehensive taxation reform.  Castro was then confronted with high political costs—including the possibility of impeachment—that were compounded when the statute came into force at the same time that the electoral campaign of 1994 started.  Castro points to the lack of immediate visibility of the reform that made him especially vulnerable to criticism by political opportunists, particularly on taxation matters. Despite campaign promises to the contrary, the statute was left untouched as it began to deliver results. In discussing potential shortcomings of the final statute, Castro highlights the lack of attention to the regional dimension. On that note, he calls for a unified approach to address common problems across issue areas that plague Bogotá and the surrounding municipalities in Cundimarca. In closing, he encourages other reformers to take office ready to spend rather than increase their political capital by passing unpopular but necessary measures.
 
Profile

A lawyer and statistician by training, Jaime Castro Castro had a distinguished academic career in public administration.  In 1968, he was appointed as Presidential Secretary for Administrative Reform under President Carlos Lleras Restrepo. Two years later, he became President Misael Pastrana’s Legal Secretary to the Office of the Presidency before being promoted to Minister of Justice and Law in 1973. A year later, he was elected Senator and later served as Minister of Government for Belisario Betancur. He was a member of the National Constitutional Assembly of 1991 before being elected as mayor of Bogotá in 1992. After completing his term in 1994, he has remained active in politics and academia. 

Full Audio Title
Audio Not Available