The note serves to show how smartphonesand digital platforms/workflows can be effectively used tocollect and process validation data aboutdecentralized/dispersed frontline results. The case studyshows that World Bank operations can help bring this type ofdigital platform–based approach to more mainstreamgovernment processes, particularly in the context of Programfor Results, in this case for the rural water supply andsanitation operations. The note documents both the checklistapproach and the realization of a web-based platformestablished to disclose water and sanitation programplanning documents and resources to the public, along with acall center to deal with customer questions and concerns.The experience speaks to the question of how more versatiletechnology (cloud platforms, smartphones) together withinstitutional drivers can set the stage for new generationdigital platforms taking root in governments like Vietnam,where paper-based processes and reporting persist. Whiletechnology is clearly secondary to getting the people andprocess parts of the equation right, getting the technologywrong may adversely disrupt the reform process,strengthening opposition or perpetuating the status quo. Themajor value added for the World Bank may be to help designand demonstrate robust and versatile platforms, including aspart of results-based operations aligning to country systems.
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