Abstract
Using Twitter to Evaluate the Perception of Service Delivery in Data-Poor Environments
Highlights
Advances in information technology are transforming the quantity and quality of information available to policymakers throughout the world
This paper proposes a methodology to address this issue, using a dataset of tweets posted by Twitter users located in Pakistan’s former Federally Administered Tribal Areas (FATA) region
We find strong evidence that Twitter users in former FATA use tweets to communicate about service delivery issues, and that this is increasing
Summary
Advances in information technology are transforming the quantity and quality of information available to policymakers throughout the world In recent years, these new information sources have been used by governments to deliver services and engage with their citizens in new ways. An ongoing project evaluates the impact of providing information and choice to citizens regarding the use of their tax dollars on the amount of tax collected [2] Such studies and interventions can work well in areas with significant government infrastructure and administrative data, but it is less clear how to use data to improve government services where information is scarce. With the rise of social media, huge amounts of online information are produced on a daily basis. Online information generated through social media, if organized and analyzed systematically, can inform decision-making in real time, at a relatively low cost
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