Pakistan feedback programme most ideal for adoption

AFTER CAREFUL examination of the corruption framework in Jamaica, the Citizen Feedback Monitoring Program (CFMP) used in Pakistan was found to be the most suitable.

The CFMP is a system whereby the government proactively reaches out to citizens after they have accessed services in public agencies to seek feedback on their experience via recorded call and SMS. Citizens can then report on a range of issues from bribery to inefficient service. This programme allows the government to collect highly targeted information so that key problem areas within state agencies can be appropriately and effectively addressed.

Since its implementation in Pakistan, this innovation has led to more than 11,000 actions, including the dismissal of corrupt public officials and system reforms in the public sector. This approach incentivises other officials to become more transparent and efficient in the exercise of their duties.

Another advantage is that it does not rely on citizens to be proactive but, instead, reaches out to citizens, making it easy for them to report their complaints.

Lasting reform comes from empowering citizens to insist on their basic rights and holding those in authority accountable. Through the proposed ‘feedback monitoring programme’, citizens are encouraged to participate in the fight against corruption.

This approach acknowledges that the problem of corruption affects the entire society and therefore requires the efforts of all to adequately address the issue. We hope that public discussion about the OCG’s cases remaining largely unprosecuted does not overshadow the merit of our recommendation.