The government of the State of Punjab, India has created a Citizen Feedback Model that 
“aims to fight petty corruption, improve service delivery, and facilitate citizen engagement by proactively seeking, through SMS and calls, feedback of citizens who receive day-to-day government services.”[1] The program works by first collecting contact information from citizens when they receive government services. The government then contacts some of the citizens to solicit feedback on the quality of the service.[2] The project is now receiving support from the World Bank and has been featured by the Associated Press. [3], [4]
[1]Government of Punjab, “Punjab Citizen Feedback Model,” accessed February 27, 2013,, http://punjabmodel.gov.pk/.
[2]Government of Punjab, “Punjab Citizen Feedback Model,” accessed February 27, 2013,, http://punjabmodel.gov.pk/.
[3] World Bank, “Pakistan: Enhancing Service Delivery in Districts across Punjab,” accessed February 27, 2013, http://web.worldbank.org.
[4]Sebastian Abbot, “Pakistan Tries New Way of Tackling Corruption,” Associated Press, February 3, 2013, accessed February 27, 2013,http://seattletimes.com.
The initiative highlighted on this page was identified and researched by a student from Northwestern University as part of a course that was a collaboration between Northwestern University School of Continuing Studies and the OIG. This research was done by Gregory Bowen, Winter Quarter 2013. For a full transcript of this research please contact instructor Donald Gordon at donald-gordon@northwestern.edu.