Mechanisms for Citizens' Complaints on Public Services (XK0010)

What is the problem addressed by this commitment? Complaints mechanisms enable citizens to give public authorities feedback on the standards of services they receive. These mechanisms play an important role and allow public and elected officials to identify where public services are being delivered ineffectively and/or inefficiently. When such mechanisms handle complaints quickly, they can help create conditions for increased trust between citizens and public institutions. Such mechanisms can also help central and local governments to identify new ideas and increase citizen participation.

What is the commitment? Designing and launching a platform, i.e., a smartphone application that would enable the communication of citizens' feedback to the public institution.

How does the commitment contribute to solving the identified problem? An established channel for complaints will have a major impact on the quality of public services and on the accountability of institutions. It will also serve as an opportunity for elected officials to adapt municipal services to the needs of citizens.

Why is it important to commit to the values of OGP? Complaints mechanisms can increase the accountability and transparency of public institutions as well as increase citizen participation.

Description of expected results: Establishment of mechanisms for citizens' complaints regarding the services of public institutions.

Achievements | Indicators | Activity bearer | Starting date | End date

1. Establishment of sustainable tools (smartphone applications) that would provide citizens with the opportunity to give their feedback on the provision of public services | Functionality and launch of the application | Office of the Prime Minister | 01/01/2024 | 01/06/2024

2. Organization of promotional campaigns for the complaint mechanism targeting all citizens | Number of organized campaigns | Office of the Prime Minister and municipalities | 01/06/2024 | 31/12/2024

3. Capacity building the of relevant staff in using the application and generating data from the tool (application) | Number of trained staff | Ministries and municipalities | 01/09/2023 | Ongoing