This paper investigates the potential of information technology to improve public service delivery and empower citizens. The investigation uses two randomized natural experiments in the renewal of national identification cards by the Bolivian Police. The first experiment arises from the random...

This paper investigates the potential of information technologies to improve public service delivery and empower citizens in the context of two unusual randomized natural experiments occurring within one particular bureaucratic process: the renewal of a national identification card by the...

Decentralization of public services to local governments and community participation in the monitoring of the delivery is now regarded as the key to improved public service delivery in developing countries. This paper examines bureaucratic delay within the allocation of small infrastructure...