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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 stren...

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Bibliographic Details
Main Author: World Bank
Language:English
en_US
Published: World Bank, Washington, DC 2017
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

Internet

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

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