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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| Language: | English en_US |
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World Bank, Washington, DC
2017
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| 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 |
| Summary: | 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. |
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