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

World Bank

World Bank, Washington, DC

关键词: INTERNAL SYSTEM;    HARMONIZATION;    REGULATORY FRAMEWORK;    PROCEDURAL CHANGES;    SUPERVISION;   

RP-ID  :  ACS18685

学科分类：社会科学、人文和艺术（综合）

来源: World Bank Open Knowledge Repository

【 摘 要 】

The Palestinian Authority is committedto improving state-citizen relations through variousmechanisms including the complaints resolution. Theobjective of this technical assistance, which has beenundertaken at the request of the DGC, is to strengthen theComplaint Handling Mechanisms (CHMs) in five Palestinianministries/government entities that are supported by WorldBank-financed projects, as well as the DGC. This summaryreport synthesizes key findings that have emerged throughoutthe technical assistance and formulates Ministry-specificrecommendations. It forms the basis of a possible phase IIof the project, which would support the implementation ofrecommendations. The report presents the innovativemethodology used to bring together the demand- andsupply-side perspectives on CHMs in targeted ministries; thekey findings from the survey and the ministry-by-ministryassessments; the key suggestions for improvement; andfinally the next steps. The technical assistance hasgenerated high client interest among the concernedMinistries, the DGC and development partners.The technicalassistance has generated high client interest among theconcerned Ministries, the DGC and development partners. Thissummary report synthesizes key findings that have emergedthroughout the technical assistance and formulatesMinistry-specific recommendations. It forms the basis of apossible phase II of the project which would support theimplementation of recommendations. The technical assistancealso aligns with the focus on strengthening thecitizen-state compact specified in the WBG AssistanceStrategy FY15-16 for the West Bank and Gaza.The report isstructured as follows: Part two presents the context; Partthree presents the methodology used to bring together thedemand- and supply-side perspectives on CHMs in targetedministries; Part four presents the key findings from thesurvey and the ministry-by-ministry assessments; Part fivepresents the key suggestions for improvement; and finallyPart six presents the next steps.