Strengthening the Citizen-State Compact through Feedback : Effective Complaint Management as a Pathway to Articulate Citizen Voice and Improve State Response

The Palestinian Authority is committed to improving state-citizen relations through various mechanisms including the complaints resolution. The objective of this technical assistance, which has been undertaken at the request of the DGC, is to strengthen the Complaint Handling Mechanisms (CHMs) in five Palestinian ministries/government entities that are supported by World Bank-financed projects, as well as the DGC. This summary report synthesizes key findings that have emerged throughout the technical assistance and formulates Ministry-specific recommendations. It forms the basis of a possible phase II of the project, which would support the implementation of recommendations. The report presents the innovative methodology used to bring together the demand- and supply-side perspectives on CHMs in targeted ministries; the key findings from the survey and the ministry-by-ministry assessments; the key suggestions for improvement; and finally the next steps. The technical assistance has generated high client interest among the concerned Ministries, the DGC and development partners.The technical assistance has generated high client interest among the concerned Ministries, the DGC and development partners. This summary report synthesizes key findings that have emerged throughout the technical assistance and formulates Ministry-specific recommendations. It forms the basis of a possible phase II of the project which would support the implementation of recommendations. The technical assistance also aligns with the focus on strengthening the citizen-state compact specified in the WBG Assistance Strategy FY15-16 for the West Bank and Gaza. The report is structured as follows: Part two presents the context; Part three presents the methodology used to bring together the demand- and supply-side perspectives on CHMs in targeted ministries; Part four presents the key findings from the survey and the ministry-by-ministry assessments; Part five presents the key suggestions for improvement; and finally Part six presents the next steps.

Bibliographic Details

Main Author:	World Bank
Format:	Report biblioteca
Language:	English en_US
Published:	World Bank, Washington, DC 2016-06-21
Subjects:	INTERNAL SYSTEM, HARMONIZATION, REGULATORY FRAMEWORK, PROCEDURAL CHANGES, SUPERVISION, EQUIPMENT, PHONE NUMBERS, CUSTOMER, CORRUPT, CONSULTATION, MATERIALS, SEARCH, PUBLIC PLACES, INFORMATION SYSTEM, PUBLIC COMPLAINTS, LAWS, GOVERNMENT, GOVERNMENT OFFICIALS, VIDEO, VALUE CHAIN, STRATEGIES, GOOD GOVERNANCE, INFORMATION, SERVICES, MONITORING, IMPLEMENTING AGENCY, LEGAL ASSISTANCE, PRIVACY, PREFERENTIAL, MINISTER, LEGAL STATUS, COPYRIGHT, CONSULTANTS, CAPACITY BUILDING, VERIFICATION, TIME PERIOD, CORRUPTION, MINISTERS, CIVIL SOCIETY ORGANIZATIONS, CUSTOMER RELATIONS, COMPUTER, DROP DOWN MENUS, TELEVISION, COMMUNICATIONS, INSTITUTIONS, TECHNICAL ASSISTANCE, COMPUTERS, PHONE NUMBER, DEPUTY MINISTER, ONE-STOP SHOP, TECHNICAL COOPERATION, CIVIL SOCIETY, PROCEDURE, INITIATIVE, TRAINING MATERIALS, VIOLENCE, CONTACT POINTS, PRIVATE INVESTMENT, ORGANIZATIONS, CIVIL SOCIETY ORGANIZATION, SERVICE PROVIDER, LAWYERS, CONFIDENCE, ACTION PLAN, CUSTOMER SERVICE, MATERIAL, DATA ANALYSIS, MINISTER OF HEALTH, HARD COPIES, SERVICE DELIVERY, SOCIAL DEVELOPMENT, DATABASES, ELECTRONIC MEDIA, LEGAL FRAMEWORK, TELEPHONE, GOVERNMENT SERVICES, TRANSACTIONS, TECHNICAL ASSESSMENT, USERS, PHONE, TIME FRAMES, BUSINESS PROCESSES, INITIATIVES, REGULATIONS, INTEGRITY, ACCOUNTABILITY, PROCUREMENT, PROCEDURES, TRANSPARENCY, SOFTWARE, BEST PRACTICES, RESULTS, COMPLAINT MANAGEMENT SYSTEM, PRIVACY ISSUES, BANK, INVESTIGATION, CAPACITY-BUILDING, CONSULTATIONS, SENIOR MANAGEMENT, ONE-STOP SHOPS, ANTI-CORRUPTION, MANAGEMENT SYSTEM, VIDEOS, PROTOCOLS, EMAILS, PRIVATE SECTOR, INVESTIGATIONS, CONFIDENTIALITY, GOVERNMENTAL ORGANIZATION, REGULATION, COMMUNICATION STRATEGIES, QUERIES, POLICY, PREFERENTIAL TREATMENT, INFORMATION PROVISION, MEDIA, ADMINISTRATION, GOVERNANCE, RESULT, MENUS, INTERNATIONAL ORGANIZATION, HUMAN RIGHTS, ETHICS, ANTI- CORRUPTION, SECURITY, LICENSES, COMPLAINTS, BUSINESS, HUMAN RESOURCES, ORGANIZATION, ACTION PLANS, INTERNAL AUDIT, PHYSICAL PRESENCE, PERFORMANCE, INTERNAL CONTROL, CABINET SECRETARY, LEGAL ADVICE, COMPLAINT, INSTITUTION, LAW, PROFIT, COMPLAINTS MANAGEMENT SYSTEM, FINANCIAL SUPPORT, TECHNICAL SUPPORT, COMMUNICATION, LEADERSHIP, CUSTOMER SATISFACTION, TRAINING MATERIAL, AGREEMENT, LEGAL ISSUES, STRATEGY, TRACKING SYSTEM, DATABASE, NEPOTISM, GOVERNMENTS, AMENDMENTS, ADVERTISEMENTS, TARGET, SERVICE, ASSISTANT DEPUTY MINISTER,
Online Access:	http://documents.worldbank.org/curated/en/265311467007229719/Strengthening-the-citizen-state-compact-through-feedback-effective-complaint-management-as-a-pathway-to-articulate-citizen-voice-and-improve-state-response http://hdl.handle.net/10986/26217
Tags:	Add Tag No Tags, Be the first to tag this record!