In Pakistan, citizens dissatisfied with state services (particularly dispute resolution) tend to shift towards a variety of non-state actors, weakening the ability of state institutions to resolve crimes and improve public safety. This shifting allegiance creates a vicious cycle: as institutions are weakened, citizens turn to alternative non-state actors, encouraging non-state actors to play a more important role in service provision, further undermining state institutions. This project aims to understand how to strengthen state institutions by improving citizen trust and perceptions of state-delivered services, particularly dispute resolution (e.g., criminal and justice-delivery services).

This study builds upon previous research which found that in lab-in-the-field experiments, citizens increase their desired usage of and giving to the state when provided information about judicial improvements.

This phase, however, employs a sampling framework of citizens actively facing the decision to engage with the state (i.e., someone who is experiencing a dispute), and experimentally introduces two types of interventions that provide information on and/or direct exposure to enhanced services for these citizens: an additional complaint hotline and basic advisory services. Positive perceptions of the effectiveness and credibility of these services are first-order necessities in many emerging economies as they are a necessary feature of a functioning state that can promote growth and sustain peace.