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The Palestinian Authority is committed to improving state-citizen relations through various mechanisms including the complaints resolution. The objective of this technical assistance, which has been undertaken at the request of the DGC, is to strengthen the Complaint Handling Mechanisms (CHMs) in five Palestinian ministries/government entities that are supported by World Bank-financed projects, as well as the DGC. This summary report synthesizes key findings that have emerged throughout the technical assistance and formulates Ministry-specific recommendations. It forms the basis of a possible phase II of the project, which would support the implementation of recommendations. The report presents the innovative methodology used to bring together the demand- and supply-side perspectives on CHMs in targeted ministries; the key findings from the survey and the ministry-by-ministry assessments; the key suggestions for improvement; and finally the next steps. The technical assistance has generated high client interest among the concerned Ministries, the DGC and development partners.The technical assistance has generated high client interest among the concerned Ministries, the DGC and development partners. This summary report synthesizes key findings that have emerged throughout the technical assistance and formulates Ministry-specific recommendations. It forms the basis of a possible phase II of the project which would support the implementation of recommendations. The technical assistance also aligns with the focus on strengthening the citizen-state compact specified in the WBG Assistance Strategy FY15-16 for the West Bank and Gaza. The report is structured as follows: Part two presents the context; Part three presents the methodology used to bring together the demand- and supply-side perspectives on CHMs in targeted ministries; Part four presents the key findings from the survey and the ministry-by-ministry assessments; Part five presents the key suggestions for improvement; and finally Part six presents the next steps.

This note provides guidance on how to use social accountability (SA) approaches in oil, gas, and mining projects, with particular emphasis on World Bank projects in the extractive industry (EI) sectors. It highlights some consequences of poor transparency and accountability in EI sectors and identifies opportunities for addressing these issues. It demonstrates how the use of SA approaches and tools can improve the implementation and outcomes of EI projects. Although the note is written primarily for a World Bank/International Finance Corporation (IFC) audience and project cycle, it is hoped that it will be a resource for government, industry, and civil society partners as well.

Over the past five years, the World Bank has made significant progress supporting governance as a core element in operations to end extreme poverty and boost shared prosperity. To help its clients, the Bank strives to deepen its understanding of the environment through the design and implementation of its projects. Since the inception of the Governance and Anticorruption (GAC) Strategy in 2008, the Governance Partnership Facility (GPF) has played a vital role in the success of its implementation.

Governance is a major challenge to Cameroons development. Weak governance affects most economic transactions and hampers delivery and quality of services. Based on Cameroon’s development strategy (as expressed in the 2035 vision and the 2009 growth and employment strategy), the objective of the World Bank 2010-2014 Country Assistance Strategy (CAS) is to boost inclusive growth, through increased competitiveness and improved service delivery. Governance is a cross-cutting theme in the CAS and for World Bank operations. To support the governance agenda in Cameroon, the World Bank has mobilized funds through the multi-donor Governance Partnership Facility (GPF) for the Banking on Change Governance Program in Cameroon (hereafter the ‘Governance Program’), which became active in March 2010. The objective of the GPF-funded Governance Program is to increase transparency, accountability, and participation related to key governance issues in selected sectors in Cameroon. This report describes output, lessons, and conclusions from the GDM component. GDM’s main output, the Development Marketplace (DM), is described in detail and results and lessons learned are described for both the DM and the GDM as a whole. Other activities under the GDM include a large knowledge sharing event, support to a South-South exchange and seven DM finale debates. Sources for the report include written material (e.g. Catholic Relief Services’ (CRS) evaluation report of GDM, summaries of financed activities, feature stories, GDM Finale event guide) and interviews with GDM participants and World Bank staff.

The Country Opinion Survey in Togo assists the World Bank Group (WBG) in gaining a better understanding of how stakeholders in Togo perceive the WBG. It provides the WBG with systematic feedback from national and local governments, multilateral/bilateral agencies, media, academia, the private sector, and civil society in Togo on 1) their views regarding the general environment in Togo; 2) their overall attitudes toward the WBG in Togo; 3) overall impressions of the WBG’s effectiveness and results, knowledge work and activities, and communication and information sharing in Togo; and 4) their perceptions of the WBG’s future role in Togo.

Community-based paralegalism has been active in the Philippines for the past 30 years, and yet its contribution to access to justice and the advancement of the rights and entitlements of the poor has been largely undocumented. This paper attempts to provide a framework study on the history, nature, and scope of paralegal work in the Philippines, based on the experience of 12 organizations that are active in the training and development of community-oriented paralegals. The study first provides a working definition of a community-based paralegal, and then examines the work of paralegals, their systems of accountability or lack thereof, and issues regarding recognition by the state and civil society actors. It also explores facilitating and hindering factors that aid or impinge upon the paralegals effectiveness. A major contributor to the work of paralegals was the democratization process after the overthrow of the dictatorship of Ferdinand Marcos and the continuing evolution of legal rights spurred by the relatively progressive constitution ratified in 1987. Three dimensions of paralegal s work are identified and explored, namely, building rights awareness, settling private disputes, and increasing state and corporate accountability. The study ends with conclusions and recommendations with regard to sustainability, monitoring and evaluation, funding, and the prospects for paralegal work over the long term.

Azerbaijan is a secular, majority-Shiite, oil and gas-rich country whose per-capita income quadrupled in real terms during the period 2004-10. While rising incomes have reduced poverty, steps towards a more secure, diversified economy are held back by a public sector that rests on vested interests, patronage-based incentive structures, and ingrained patterns of behavior that include significant rent extraction, particularly from the non-oil economy, with minimal checks and balances from Parliament, the private sector, and civil society. Bank engagement in Azerbaijan at the country level focused on areas which had government support. Some modest results have been achieved, even though in many cases modern laws and practices were adopted without adequate plans for implementation. At the project level, the Bank has supported the strengthening of project implementation units (PIUs) and tools for monitoring, and governance and institutional filters have signaled that Governance and Anticorruption (GAC) processes need to be embedded in the Bank projects. At the sector level, the Bank's work was highly relevant in supporting oil revenue transparency, primary education, roads, and the development of safeguards. It was substantially relevant in public financial management, and private sector development and procurement. Bank engagement was moderately relevant in decentralization, civil service reform, and accountability institutions.

The focus of this paper is on the institutions outside the executive branch that include supreme audit institutions, legislative oversight bodies (such as parliamentary public accounts and budget committees, and ombudsmen), related independent bodies, and civil society organizations. Through their support for accountability, donor countries and international financial institutions seek to help countries: promote voice and accountability as an intrinsic human right, and improve development outcomes in terms of poverty reduction, sustainable development. The report is organized as: first, provide a brief literature review of research on accountability, and how donors and other actors can work to improve it, including a review of the experience of other bilateral and multilateral donors in supporting domestic accountability through their policies, strategies, and behaviors as well as through direct support to accountability actors and systems. Second, briefly review the guidance prepared for Bank staff toward enhancing accountability. Third, review some examples of the Bank's experience in supporting domestic accountability. Finally, we present some conclusions and accountability-related questions for further analysis.

Moldova has suffered over the last two decades from rising poverty, territorial secession, armed conflict, and the spillover effects of a regional financial crisis, with declining population size and life expectancy, and an economy approximately one-half of what it was in 1990. The return of the Moldovan Communist Party (PCRM), which won two major elections after 2001, contributed to increasing centralization of governmental authority along with a reform agenda that emphasized greater state control over the economy, fiscal support to state enterprises and collective farms, land consolidation, economic protectionism, and the tolerance of monopolies in industry and energy. At the same time, the government has increased social expenditures, and taken major steps to improve public financial management. Bank engagement was moderately effective at the country and project levels, and substantially effective at the sector level. There was progress in several aspects of public financial management (PFM). Regulatory streamlining has reduced costs to business, although resistance to civil service reform has left much work to be done. The Bank has also helped achieve progress on Governance and Anticorruption (GAC) issues in primary education, roads, and private sector development. Education progress is highly uneven across regions, for example, overweight trucks continue to tear up roads, and private investment is not enough to make a dent in high unemployment. A graduated approach to country systems and road sector technical audits help address GAC issues at the project level. The overall impact of GAC strategy implementation was moderate. The GAC committees set up at the regional and sectoral Bank department levels are particularly useful mechanisms for disseminating practices from the GAC Council. Staff has been proactive in using Country Governance and Anticorruption (CGAC) resources. However, three applications for window one funding were not approved, reducing the ability of this small program to seize opportunities.

This case study summarizes the findings of desk reviews and a field visit carried out in January 2011 as part of IEG's evaluation of the 2007 Governance and Anticorruption (GAC) strategy. The case study sought to evaluate the relevance and effectiveness of Bank support for GAC efforts over the FY2004-10 period, to assess the contributions of 2007 strategy implementation, and to identify early outcomes and lessons. This Background Paper is based on findings of the mission that visited Liberia in January 2011. The team is particularly grateful for informative meetings with officials from the Government of Liberia, Bank staff, and members of civil society. The evaluation aims to help enhance the Bank's approach to governance and anticorruption and to improve its effectiveness in helping countries develop capable and accountable states that create opportunities for the poor. Pursuant to this objective, the evaluation assessed the relevance of the 2007 GAC strategy and implementation plan, as well as the efficiency and effectiveness of implementation efforts in making Bank engagement with countries and other development partners more responsive to GAC concerns. It also sought to identify early lessons about what works and what does not in helping to promote good governance and reduce corruption. The Liberia case study is based on an extensive desk review as well as a field visit to Monrovia from January 17-22, 2011. It evaluates the relevance and effectiveness of Bank support for governance and anticorruption efforts since the launch of the Bank's GAC strategy in 2007. It elaborates on a desk review of the GAC responsiveness of the Bank's Liberia program and reviews the following GAC entry points: core public sector reform (public financial management and decentralization); demand for good governance (including social accountability issues); GAC in the road sector; and the investment climate. The case study also examines the extent to which the Bank's GAC Strategy has made a difference in staff attitudes toward addressing GAC issues in their operational work. The mission interviewed government, Bank, donor, and nongovernmental organization (NGO) staff based in Washington and in Monrovia.

Cambodia is one of the world's most open economies, sustaining high levels of growth in an environment of relatively weak governance. Emerging from a legacy of genocide and civil conflict, the country has sought to address human and social capital deficits across sectors, weaknesses in public finance, and corruption. Despite improvements in access to basic services, governance constraints persist and may threaten gains from economic integration. Over the 2004-10 period, the Bank's engagement on Governance and Anticorruption (GAC) issues in Cambodia was not defined by a single, overarching priority or entry point (such as core public sector management, natural resource management, or service delivery). Rather, the Bank was opportunistic, opting to support the government's GAC efforts across multiple sectors and institutions. The relevance of this opportunistic approach is judged to be moderately relevant. The Bank's objectives on public financial management (PFM) were highly relevant given Cambodia's nontransparent and weak public expenditure management and limited capacity. The Bank's response to sectoral governance weaknesses such as red tape, inefficiencies, and other forms of rent-seeking in customs is rated modest given the need for the government to implement its World Trade Organization commitments. The Bank's project level engagement is rated as moderately relevant. As a basis for reinstating suspended projects, portfolio-wide measures included the use of an Independent Procurement Agency (IPA) for the International Development Association (IDA) procurements, and the implementation of Good Governance Frameworks (GGF) for all IDA projects.

Norms in development are typically established at the global level to solve complex development challenges on the ground. These norms are standards of expected behavior about how things ought to be conducted and are deemed crucial for societies to flourish. Global norms, however, often fail to successfully diffuse to local contexts. The author intend to argue in this report that many initiatives are effective in putting norms on the global agenda, but few of these norms lead to transformational change on the ground because of cultural and political economy challenges that were not considered in the norm formation or in the advocacy campaign process. Nonetheless, there are lessons to consider that could lead to more successful outcomes. This report explores the journey of norms in development, from emergence to implementation. Specifically, it seeks to identify effective strategies for norms to take root and make part of the global and domestic agendas and limits. It also identifies challenges to the implementation of norms and some possible strategies and tools to overcome these challenges. The report draws from various global policy advocacy campaigns with a particular focus on governance; it also includes notable historic campaigns, such as Britain's antislavery campaign.

Several East Asian countries, in the aftermath of the global financial crisis, are considering an expansion of their social safety net programs. In many cases, existing delivery mechanisms for social assistance in the region tend to be basic, in line with the small size of programs. In a context of coverage expansion and proliferation of new programs, the risk of creating increasingly complex systems characterized by cross-incentives is high. Lack of coordination, ambiguous criteria for identifying and selecting beneficiaries, low administrative capacity, lack of transparency and limited beneficiary participation pose risks for program effectiveness and can decrease accountability. Good governance can improve program outcomes through effective program coordination, stronger accountability arrangements, provider incentives and greater transparency and participation. This paper proposes an analytical framework to systematically identify governance risks and constraints which, if removed, could improve the outcomes of modern social assistance programs.

What happens when the state's vision and expanding reach bring it into contact with traditional value systems and governance structures? In what circumstances can the distribution of resources in a fragile society prevent-or exacerbate-conflict within and between communities? How do state expansion and public spending impact upon societal expectations of the state and state legitimacy? This report examines these questions through the lens of access, claiming, and decision making in government-sponsored community development programs. The findings illustrate the hurdles faced by government and development actors operating in pluralistic societies, and provide input on how local governance and decision making might be incorporated to enrich programming. This report aims to provide the government of Timor-Leste, particularly those responsible for decentralization, community development, and local governance planning, with information to inform their determination of an appropriate mix of models for local development. The relative priority the government will ultimately give to these different models, partly a trade-off between speed and depth, will impact on the way in which development and local governance are understood and taken on board by rural communities. This report finds that the achievement of the dual goals of state legitimacy and sustainable, effective local development hinges in large part on the willingness of state officials (and the donors that support them) to engage productively with communities and locally legitimate customary systems of authority.

This monograph probes the role of information in service delivery by focusing on key sectors in Kenya and Ethiopia. Findings from comparative studies done in 2005-06 in the health, education, and water and sanitation sectors plus public and private partnerships (PPPs) illustrate the significance of information access to delivery of quality services. Linking information access to service delivery is instructive to deepen institutional reforms around transparency and governance. This volume contends that three constraints-governance, trust, and technology deficits-impede information flows for service delivery in Ethiopia and Kenya. Although these constraints are formidable, the cases reveal that reforms in the governance arena have began to make a difference in the domain of service delivery. Using local researchers for this study has contributed to the World Bank's vision and mission of strengthening knowledge production by local institutions, particularly in Africa, where the low rate of the input of indigenous voices in the development debates is a growing concern. Augmenting the corpus of knowledge about African issues by Africans also fits into the objective of capacity building: providing local experts the opportunities to research and highlight experiences on the ground. As more countries embark on public sector reforms that deepen transparent information mechanisms and better service delivery, the need for more of these studies will increase. What the authors of this study have articulated is a rich research agenda that ties information access and service provision-research that should help advance policy dialogue with actors involved in public sector and governance reforms.

The purpose of this paper is to assess the World Bank's recent relations with civil society organizations (CSOs), that is, nongovernmental organizations and not-for-profit organizations, and to propose options for promoting more effective civic engagement in Bank-supported activities and managing associated risks in the future. The analysis in this paper points to four main issues and challenges for the Bank as it seeks to achieve more constructive and effective engagement with CSOs in the future: 1) Promoting best practices for civic engagement; 2) Closing the gap between expectations, policy and practice; 3) Adapting to changes in global and national civil society; and 4) Achieving greater Bank-wide coherence and accountability. To attain these objectives, the report proposes ten priority actions: Establishing new global mechanisms for Bank-CSO engagement to help promote mutual understanding and cooperation; establish a Bank-wide advisory service/focal point for consultations and feedback; piloting a new Bank-wide monitoring and evaluation system for civic engagement; Conduct a review of Bank funds available for civil society engagement in operations and policy dialogue, and explore possible realignment or restructuring. reviewing the Bank's procurement framework; instituting an integrated learning program for Bank staff and member governments as well as capacity-building for CSOs on how to work effectively with the Bank and its member governments; holding regular meetings of senior management and periodically with the Board to review Bank/civil society relations; developing and issuing new guidelines for Bank staff on the institution's approach, best practices, and a framework for engagement with CSOs; emphasizing the importance of civil society engagement in preparing Country Assistance Strategies (CAS) as well as in CAS monitoring and evaluation; and developing tools for analytical mapping of civil society.