“By introducing an automated customer management system we took a noose and put it around our own necks. We are now accountable!”
This reflection from a manager in the Nairobi Public Water and Sewerage utility succinctly captures the impact of MajiVoice, a digital system that logs customer complaints, enables managers to assign the issue to a specific worker, track its resolution, and report back to the customer via an SMS. As a result, complaint resolution rates have doubled, and the time taken to resolve complaints has dropped by 90 percent.
MajiVoice shows that digital technologies can dramatically improve public sector capacity and accountability in otherwise weak governance environments. But is this example replicable? Can the increasingly cheap and ubiquitous digital technologies—there are now 4.7 billion mobile phone users in the world—move the needle on governance and make bureaucrats more accountable?
Over the past several years, innovations in information and communication technologies have fundamentally changed the nature of work.
This has created new opportunities in digital employment for workers and employers in South Asia and beyond.
So what are the pathways to this new employment?
During a recent Facebook live chat on digital jobs, we explored three themes related to the digital jobs of the future. First, we discussed where the digital jobs of the future are. Second, we discussed how South Asia is uniquely positioned to benefit from the growth of these jobs. And finally, we discussed how to get started in the digital economy by finding relevant training and learning opportunities.
Here’s an overview of our discussion in five points:
Digital jobs fall into two categories: jobs within the IT or digital industries, and what are termed digital society jobs. Digital industry jobs include those such as computer programmer, mobile app developer, graphic designer and other jobs where information and communication technologies are the core tool to perform the job functions. However, technology is also changing what we call digital society jobs, where technology is maybe not core to the job functions, but makes more you more efficient and productive, and improves access to markets and networks.
2. What is driving the emergence of these new digital jobs?
The rapid rise in connectivity that is linking more and more people to the internet is changing employment. Today, many jobs can be performed through computers, with workers telecommuting from almost anywhere in the world. Many business processes are being broken down into task based work, and which can be farmed out to people with the skills to do them, anywhere the world. Some of these tasks need higher-level skills, and can pay well – especially compared with many developing countries’ wage levels. But there are also simpler tasks that many more people, even those with limited skills, can do. This mix creates the opportunity to include more people in the global digital economy, while also creating pathways towards better paying and higher quality work for those who perform well and pick up in-demand skills.
Last November, when the SAARC summit that was supposed to be held in Pakistan was canceled, I thought regional cooperation in South Asia would lose its momentum. Tensions between members not only postponed the SAARC Summit, but also hampered the South Asian Economics Students (SAESM) meet. SAESM was scheduled to be held in India in December where I was supposed to be a participant. I started believing in news, media and opinion pieces that said ‘there’s no future for South Asian integration as there is so much mistrust in the region.
After a concerted effort from the economics professors from across South Asia with the support of the World Bank, the 13th SAESM of economics students (selected based on top paper submissions) was successfully held in Kathmandu last week. The meet brings together students to share their research, learn from one another, participate in academic competition, and make friends from across the region. Despite regional dynamics, SAESM has never missed any year since its inception in 2004, and it may well be unique in that respect in South Asia.
Jeyaranjini lives near Kilinochchi in Northern Sri Lanka with her husband and daughter. They have been rebuilding their lives through the North East Local Services Improvement Project (NELSIP), which uses a Community Driven Development (CDD) approach to tailor projects based on community needs in this conflict affected region.
The project has helped build 611 km of roads, 23 km of storm drains, 400 community public spaces such as markets, parks, and playgrounds, as well providing improved access to water and electricity across Sri Lanka.
“Each community member used to be alone, but now we learn, exchange ideas, and make decisions together,” she said.
South Asia has a strong tradition of local participation
Let me offer a couple of other examples: Nepal’s Self Governance Act in 1999 decentralized services delivery to villages and districts. In Afghanistan, Community Development Councils (CDCs) receive funds, in which they then manage to support their villages.
In post-disaster contexts, CDD has shown to be fast, flexible and effective at re-establishing basic services. In fragile or conflict-affected states (FCS), the approach has also helped rebuild trust within communities, and between communities and governments.
Projects incorporating CDD approaches give control over planning and investments to community groups, and aim to empower communities to deliver services to the poor and vulnerable.
CDD principles can contribute to the realization of the 17 Sustainable Development Goals (SDGs), a roadmap for the international development community to promote sustainable economic, social, and environmental development by 2030.
Currently, the World Bank has 41 active CDD projects worth $6.1 billion in South Asia, including 21 projects in India worth $4.2 billion.
My visit to Pakistan began last week at the enormous Tarbela dam. Straddling the Indus River, this earth- and rock-filled structure is almost 500 feet high and 9,000 feet wide. It is a monument to Pakistan's scientific and engineering ability. It also illustrates the opportunities and challenges facing Pakistan.
I was last in Pakistan in 2011 and I can see that big changes have happened since then.
The country has worked through three tough years that brought improvements in security and a more stable economy. Much of the economic growth has benefited poor people and Pakistan's levels of inequality compare favourably to many middle-income countries.
Speaking to leaders in government, political parties, civil society, the private sector and various thought leaders, I sensed an optimism that the country had found its footing and is moving up the ladder of development.
This optimism is good news. But optimism needs to be supported by actions. Pakistan can move to a higher level of economic growth that reaches all parts of society, including the most marginalised, and thus fulfilling the dreams of a better life for all.
Three opportunities and challenges for Pakistan
In my discussions with the government in Pakistan we focused on three areas of opportunity and challenge: the first is higher growth and jobs. The government wants annual economic growth of 6 to 7 per cent compared to 4.7 per cent achieved in fiscal year 2016. But this will only happen if investment doubles to 30 per cent of Gross Domestic Product (GDP). Investments in energy, such as Tarbela, to end constant power cuts, as well as improvements in the business environment, so that companies hire more people, will be critical to success. A more favorable environment for private investment would open up opportunities for women, youth, and the underserved.
In order to raise public awareness about violence against women and girls around the world, in 2008 the United Nations Secretary-General launched the UNiTE to End Violence against Women campaign, with the objective to bring together a number of agencies committed to end violence against women and girls.
Gender based violence is a human rights violation that needs to be rooted out. “In 2012, 1 in 2 women killed worldwide were killed by their partners or family. Only 1 out of 20 of all men killed were killed in such circumstances” – reports UN Women, United Nations Entity for Gender Equality and the Empowerment of Women. In order to reach the new Sustainable Development Goals, violence against women and girls needs to be at the forefront of the global agenda.
Leading up to the International Day for the Elimination of Violence against Women (November 25), UN Women Pakistan published a powerful campaign video focusing on women’s rights.
This powerful video showcases a woman daring a man to beat her at things she is good at. It as an unusual campaign video, with a dramatic plot line, aiming to inspire women.
Source of the video: UN Women
Most geohazards are linked to climate activity such as rainfall and thawing of ice or snow. In many places, recent climatic changes have increased the intensity of rainfall and raised mean temperature, increasing hydrological hazards, such as debris or earth flows, erosion, and floods.
South Asia is particularly vulnerable to geohazards. A study completed in 2012 found that from 1970 to 2000, the number of geohazards quadrupled in the region, resulting in damages of over $25 billion in 2008-2012 alone.
This week, the World Bank Group and its partners will gather at a first-of-its-kind South-to-South learning workshop to devise practical solutions to help South Asia become more resilient to landslide and geo-hazard risks.
Omer Ahsan is a chartered accountant in the making from Waziristan. He first heard about the Youth Employment Program, a free digital skills program offered by the Khyber Pakhtunkhwa Information Technology Board, from discussions on a group chat over Whatsapp, and applied immediately. Within two weeks of completing the digital skills program, Omer has built an online profile and has successfully earned money as a professional content writer.
Pakistan’s Khyber Pakhtunkhwa province is emerging from decades of instability and conflict, and would seem an unlikely place for digital workers to thrive. But with nearly 16 million youth in the province, and few available jobs locally, there is a pressing need to think outside the box in terms of equipping young people with the skills, knowledge and capabilities to take on the future.
In 2015, together with the World Bank, a series of pilot programs were conducted to test a model of digital skill training for youth. Growing connectivity, cloud technology, and the emergence of new business outsourcing models have lowered the barriers to entry for global employment, even for youth in remote parts of Pakistan. The key ingredients to accessing this employment: access to the internet, basic skills, and awareness, and the pilot program tested different approaches to supporting youth to develop online work skills.
- Urban Development
- Social Development
- Public Sector and Governance
- Private Sector Development
- Law and Regulation
- Financial Sector
- Climate Change
- Agriculture and Rural Development
- South Asia
- Sri Lanka
The Government of Punjab started computerization of rural Land Records with the overall objective to improve service delivery and to resolve the overall dispersed nature of land records. The transaction costs were very high for the poor during the old days of patwari system. Women were denied their land rights and the low mobility of land markets contributed to preserving the highly unequal distribution of land and, therefore, opportunities to improve people’s livelihoods.
Before the Land Records Management Information System (LRMIS) was set up, the Board of Revenue (BOR),Government of Punjab, operated a land record maintenance system which involved several levels of administration: the district, Tehsil, Qanungo circle, and Patwar circle. At the lowest administrative level of the records system – the Patwar Circle – are the Patwaris, who were not only responsible for preparing community maps and issuing land records, but also for many social, political, and administrative tasks. Administrative tasks included keeping weather records, collecting crop harvest information, reporting crimes, and updating the voter registry. Imagine 8,000 Patwaris maintaining the land records – usually very small holdings -- of about 20 million land owners. The Patwaris, who were the custodians of these confidential and important records, kept this information in a cloth bag called Basta.
LRMIS has been performing really well. The Project was rolled out in all 36 districts of Punjab. The Project has successfully tested linkages between the land records system and the deeds registration system. The biggest achievement of the project is that the time required to complete transactions has been reduced from 2 months to 45 minutes. Land record services are now provided on an automated basis throughout all 150 Tehsil Service Centers. There are many contributing factors to the success of the Project: