Citizens’ Complaints Centres (GH0033)
Overview
At-a-Glance
Action Plan: Ghana Action Plan 2021-2023
Action Plan Cycle: 2021
Status:
Institutions
Lead Institution: Ministry of Information
Support Institution(s): State actors involved Ministry of Information CSOs, private sector, multilaterals, working groups Ghana Anti-Corruption Coalition (GACC), Ghana Integrity Initiative (GII) Institute for Democratic Governance (IDEG), Center for Democratic Development (CDD)
Policy Areas
Capacity Building, Public ParticipationIRM Review
IRM Report: Ghana Results Report 2021-2023
Early Results: No IRM Data
Design i
Verifiable: Yes
Relevant to OGP Values: Yes
Ambition (see definition): Low
Implementation i
Completion: Pending IRM Review
Description
Problem to be addressed ● In 2016 Ghana created Citizens Complaint Centre to help combat corruption in the country. Since then, the Centres have not functioned effectively
What is the commitment? Government to ensure that the Citizens Complaint Centre are effectively operationalized to help combat corruption by June 2023
Contribution of commitment to solving problem ● Reactivation of the Centres will renew confidence of citizens to submit complaints about corruption
Relevance of commitment to OGP values Commitment is relevant to OGP values in that it offers opportunities for effective participation by citizens in the fight against corruption
Additional information
Milestone Activity with a verifiable deliverable Start Date: End Date: Ministry of Information to initiate a review of the operation of the Centres Nov. 2021 June 2023 Ministry to publish information on activities of the Centres Nov. 2021 June. 2023 Centres are established in 8 regions Nov. 2021 June. 2023
IRM Midterm Status Summary
Action Plan Review
Commitment 6. Operationalizing Citizens Complaint Centers
● Verifiable: Yes
● Does it have an open government lens? Yes
● Potential for results: Modest
Commitment 6: Citizens Complaint Centers
This commitment could contribute to public accountability if it leads to the establishment of a mechanism for citizens to submit complaints that result in government action and response. Drafters could include activities and indicators for successful implementation. For example, will the Ministry of Information periodically conduct a review and publish information on the centers’ performance, or is this a one-time project? What does the establishment of centers entail—physical offices, call centers, an online commenting portal? What are the metrics to measure the effectiveness of complaint centers—a particular percentage of complaints resolved? Commitment holders are also encouraged to consider how implementation would address the obstacles faced by the existing centers, such as a lack of funding and public awareness.