FIGURE 7.3 User Feedback on the Right-to-Information Online Certificate Course a. How would you rate the ICT application design?
Response
Excellent Good Average Poor/no response 0
20
40
60 Percent
80
100
b. Was the course useful?
Response
Very useful Useful Somewhat Useful Not useful 0
20
40
60 Percent
80
100
Source: Author’s illustration. Note: Number of respondents = 1,329.
government officials, and politicians. ICT helps by enabling a smooth flow of information for the use of all stakeholders. One way to implement this concept is to provide standards in citizens’ charters—official documents published by government departments and service providers stating their commitment to citizens regarding standards of service. These charters guarantee a minimum level of service available to the citizen. In case of a breach of this commitment, citizens have a mechanism with which to raise a grievance and get it redressed through a prescribed process. The Charter Mark national standard of the United Kingdom provides benchmarking for services furnished by the public sector. The Malcolm Baldrige National Quality Improvement Act, signed in the United States in 1987, is another example of service standards. Use of Social Accountability Tools and Information Technologies in Monitoring and Evaluation
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