GOVERNANCEBRIEF JANUARY 2018 PUNJAB PAKISTAN PUNJAB IMPROVES PUBLIC SERVICES AND PERFORMANCE THROUGH INFORMATION TECHNOLOGY “Despite being the country’s biggest and wealthiest province, Punjab faces significant governance, poverty reduction, and inequality challenges. The program will help the government deliver quick results in public services while sustaining the reform momentum.” — Rachid Benmessaoud, Country Director for Pakistan, World Bank Badshahi Mosque; Photograph by Wasif Malik Challenge Punjab is Pakistan’s largest province and accounts for 52 percent of the country’s economic output. But, like Pakistan as a whole, Punjab fell short of meeting most Millennium Development Goals. In 2010, after the country transferred functions and some funding to the provinces, Punjab increased spending on health, education, and agriculture—the economic sectors sustaining most livelihoods. Yet chronic problems affecting public services remain unsolved: staff absenteeism, low-quality facilities, and shortages of essentials such as medicines and books. Approach The provincial government is tapping information technology to facilitate access to information and public services, monitor service delivery and performance, and gather data for decision making. Examples of innovations are broad ranging. A free telephone hotline handles questions and registers complaints. Mobile apps and messaging track service delivery in education, health care, children’s immunization, agricultural extension, irrigation, and veterinary services for farmers. Performance monitoring includes citizen satisfaction, condition of facilities, and learning outcomes. Follow-up actions range from policy adjustments to staff rewards and disciplinary measures. GOVERNANCEBRIEF JANUARY 2018 PUNJAB PAKISTAN Results The Punjab Public Management Reform Program is in its final year of implementation. Improvements include sharp increases in children’s immunizations, inspections of health care facilities, and extension services for livestock as well as a notable reduction in taxpayer complaints. 82% 80% 1.2 million Full immunization of children The monthly inspection rate for A database of 1.2 million farmers between the ages of 12 and 23 health care facilities increased from can be used for disseminating months rose from 62 percent in 40 percent to 80 percent over three information to help enhance yields 2014 to 82 percent in 2016. years. and prevent disease outbreaks. “The absence of reliable information about performance and service delivery limits accountability along the service delivery chain. This operation will support the government of Punjab in collecting information about service delivery and performance, making it available to citizens and decision makers, and strengthening feedback loops for improved accountability.” — Zubair Khurshid Bhatti, Program Task Team Leader Tomb of Jahangir; Photograph by Guilhem Vellut