Global Review of Grievance Redress Mechanisms in World Bank Projects

Effectively addressing grievances from people impacted by World Bank projects is a core component of managing operational risk and improving a project s results. Grievance redress mechanisms (GRMs) can be an effective tool for early identification,...

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Main Author:	World Bank
Format:	Working Paper
Language:	English en_US
Published:	Washington, DC 2014
Subjects:	ACCOUNTABILITY ACTION PLAN ACTION PLANS ADB ADMINISTRATIVE PROCESSES ANTI-CORRUPTION ANTICORRUPTION ASSETS BENEFICIARIES BENEFICIARY FEEDBACK BEST PRACTICE BEST PRACTICES BIDDING BLOG BRIBERY BRIBES BUSINESS INTELLIGENCE CAPABILITY CAPACITY BUILDING CAPITALS CAS CELL PHONES CITIES CLINICS COMMUNICATION STRATEGY COMMUNICATION TECHNOLOGY COMMUNITIES COMMUNITY DEVELOPMENT COMPLAINT COMPLAINTS CONTACT INFORMATION CORRECTIVE ACTIONS DAMAGE COMPENSATION DEBIT CARDS DEMOCRACY DESCRIPTION DISCRETION DISPUTE RESOLUTION DISTRICTS E-MAIL ELECTRICITY EMAIL ADDRESS EMAILS ENGINEER EXTERNAL MONITORING FINANCIAL INSTITUTIONS FINANCIAL RESOURCES FLEXIBILITY GEOGRAPHICAL AREA GOOD GOVERNANCE GOVERNMENT EMPLOYEES GOVERNMENT OFFICIALS HOUSEHOLD INCOME HOUSEHOLDS ICR ICT IMPLEMENTATION COMPLETION REPORT IMPLEMENTING AGENCY INDEPENDENT MONITORING INDIGENOUS PEOPLES INDIRECT IMPACTS INFRASTRUCTURE PROJECTS INSPECTION INSTITUTION INSTITUTIONAL SUPPORT INTEGRITY INTERNAL SYSTEM INTERNAL SYSTEMS INTERNATIONAL CONSULTANT INTERVENTIONS INVESTIGATION INVESTIGATIONS IP KNOWLEDGE SHARING LAND TENURE LEARNING LEGAL SYSTEM LEGISLATION LIVELIHOOD LIVELIHOODS LOCAL COUNCILS MANAGEMENT SYSTEM MATERIAL MULTIPLE ACCESS MUNICIPALITIES NATURAL RESOURCES NEGOTIATION NEIGHBORHOOD NETWORKS NGO OPERATING ENVIRONMENT OPERATIONAL RISK PHONE PHONE NUMBERS POLICY FORMULATION POLICY FRAMEWORK PORTFOLIOS POVERTY ALLEVIATION POVERTY REDUCTION PRIVATE SECTOR PRIVATE SECTOR DEVELOPMENT PROBLEM SOLVING PROCESS MONITORING PROCUREMENT PROGRAMS PROJECT BENEFICIARIES PUBLIC ADMINISTRATION PUBLIC INFORMATION PUBLIC SERVICES RADIO REGIONAL DEVELOPMENT REGIONAL DEVELOPMENT BANKS RESETTLEMENT RESULT RESULTS RISK MANAGEMENT RURAL AREAS RURAL DEVELOPMENT SAFETY SAFETY NETS SELF-HELP SERVICE DELIVERY SERVICE PROVIDERS SMS SOCIAL DEVELOPMENT SOCIAL SERVICES STATE GOVERNMENT SUPERVISION TARGETING TECHNICAL ASSISTANCE TELEPHONE TELEVISION TOWNS TRANSMISSION TRANSPARENCY TRANSPORT TRUST FUNDS URBAN SERVICES USER USER INTERFACES USERS VERIFICATION VILLAGE COMMUNITIES VILLAGE LEVEL VILLAGES WATER SUPPLY WEB WEB INTERFACE WORK FORCE
Online Access:	http://documents.worldbank.org/curated/en/2014/01/20182297/global-review-grievance-redress-mechanisms-world-bank-projects http://hdl.handle.net/10986/20117

id	okr-10986-20117
recordtype	oai_dc
spelling	okr-10986-201172021-04-23T14:03:54Z Global Review of Grievance Redress Mechanisms in World Bank Projects World Bank ACCOUNTABILITY ACTION PLAN ACTION PLANS ADB ADMINISTRATIVE PROCESSES ANTI-CORRUPTION ANTICORRUPTION ASSETS BENEFICIARIES BENEFICIARY FEEDBACK BEST PRACTICE BEST PRACTICES BIDDING BLOG BRIBERY BRIBES BUSINESS INTELLIGENCE CAPABILITY CAPACITY BUILDING CAPITALS CAS CELL PHONES CITIES CLINICS COMMUNICATION STRATEGY COMMUNICATION TECHNOLOGY COMMUNITIES COMMUNITY DEVELOPMENT COMPLAINT COMPLAINTS CONTACT INFORMATION CORRECTIVE ACTIONS DAMAGE COMPENSATION DEBIT CARDS DEMOCRACY DESCRIPTION DISCRETION DISPUTE RESOLUTION DISTRICTS E-MAIL ELECTRICITY EMAIL ADDRESS EMAILS ENGINEER EXTERNAL MONITORING FINANCIAL INSTITUTIONS FINANCIAL RESOURCES FLEXIBILITY GEOGRAPHICAL AREA GOOD GOVERNANCE GOVERNMENT EMPLOYEES GOVERNMENT OFFICIALS HOUSEHOLD INCOME HOUSEHOLDS ICR ICT IMPLEMENTATION COMPLETION REPORT IMPLEMENTING AGENCY INDEPENDENT MONITORING INDIGENOUS PEOPLES INDIRECT IMPACTS INFRASTRUCTURE PROJECTS INSPECTION INSTITUTION INSTITUTIONAL SUPPORT INTEGRITY INTERNAL SYSTEM INTERNAL SYSTEMS INTERNATIONAL CONSULTANT INTERVENTIONS INVESTIGATION INVESTIGATIONS IP KNOWLEDGE SHARING LAND TENURE LEARNING LEGAL SYSTEM LEGISLATION LIVELIHOOD LIVELIHOODS LOCAL COUNCILS MANAGEMENT SYSTEM MATERIAL MULTIPLE ACCESS MUNICIPALITIES NATURAL RESOURCES NEGOTIATION NEIGHBORHOOD NETWORKS NGO OPERATING ENVIRONMENT OPERATIONAL RISK PHONE PHONE NUMBERS POLICY FORMULATION POLICY FRAMEWORK PORTFOLIOS POVERTY ALLEVIATION POVERTY REDUCTION PRIVATE SECTOR PRIVATE SECTOR DEVELOPMENT PROBLEM SOLVING PROCESS MONITORING PROCUREMENT PROGRAMS PROJECT BENEFICIARIES PUBLIC ADMINISTRATION PUBLIC INFORMATION PUBLIC SERVICES RADIO REGIONAL DEVELOPMENT REGIONAL DEVELOPMENT BANKS RESETTLEMENT RESULT RESULTS RISK MANAGEMENT RURAL AREAS RURAL DEVELOPMENT SAFETY SAFETY NETS SELF-HELP SERVICE DELIVERY SERVICE PROVIDERS SMS SOCIAL DEVELOPMENT SOCIAL SERVICES STATE GOVERNMENT SUPERVISION TARGETING TECHNICAL ASSISTANCE TELEPHONE TELEVISION TOWNS TRANSMISSION TRANSPARENCY TRANSPORT TRUST FUNDS URBAN SERVICES USER USER INTERFACES USERS VERIFICATION VILLAGE COMMUNITIES VILLAGE LEVEL VILLAGES WATER SUPPLY WEB WEB INTERFACE WORK FORCE Effectively addressing grievances from people impacted by World Bank projects is a core component of managing operational risk and improving a project s results. Grievance redress mechanisms (GRMs) can be an effective tool for early identification, assessment, and resolution of complaints on projects. Understanding when and how a GRM may improve project outcomes can help both project teams and beneficiaries improve results. However, there is little data available on the prevalence, quality, or impact of GRMs in existing World Bank projects. This note provides a snapshot of current usage of GRMs in World Bank projects, a qualitative assessment of selected GRMs, and recommendations for improved risk management via GRM implementation and design. The goal of the review is to provide project staff and managers with: (i) a quantitative overview of current GRM application in project design; (ii) qualitative assessment of GRM implementation issues; and (iii) recommendations for improved risk management via GRM design and implementation. 2014-09-15T17:50:25Z 2014-09-15T17:50:25Z 2014 http://documents.worldbank.org/curated/en/2014/01/20182297/global-review-grievance-redress-mechanisms-world-bank-projects http://hdl.handle.net/10986/20117 English en_US CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo/ Washington, DC Publications & Research :: Working Paper Publications & Research
repository_type	Digital Repository
institution_category	Foreign Institution
institution	Digital Repositories
building	World Bank Open Knowledge Repository
collection	World Bank
language	English en_US
topic	ACCOUNTABILITY ACTION PLAN ACTION PLANS ADB ADMINISTRATIVE PROCESSES ANTI-CORRUPTION ANTICORRUPTION ASSETS BENEFICIARIES BENEFICIARY FEEDBACK BEST PRACTICE BEST PRACTICES BIDDING BLOG BRIBERY BRIBES BUSINESS INTELLIGENCE CAPABILITY CAPACITY BUILDING CAPITALS CAS CELL PHONES CITIES CLINICS COMMUNICATION STRATEGY COMMUNICATION TECHNOLOGY COMMUNITIES COMMUNITY DEVELOPMENT COMPLAINT COMPLAINTS CONTACT INFORMATION CORRECTIVE ACTIONS DAMAGE COMPENSATION DEBIT CARDS DEMOCRACY DESCRIPTION DISCRETION DISPUTE RESOLUTION DISTRICTS E-MAIL ELECTRICITY EMAIL ADDRESS EMAILS ENGINEER EXTERNAL MONITORING FINANCIAL INSTITUTIONS FINANCIAL RESOURCES FLEXIBILITY GEOGRAPHICAL AREA GOOD GOVERNANCE GOVERNMENT EMPLOYEES GOVERNMENT OFFICIALS HOUSEHOLD INCOME HOUSEHOLDS ICR ICT IMPLEMENTATION COMPLETION REPORT IMPLEMENTING AGENCY INDEPENDENT MONITORING INDIGENOUS PEOPLES INDIRECT IMPACTS INFRASTRUCTURE PROJECTS INSPECTION INSTITUTION INSTITUTIONAL SUPPORT INTEGRITY INTERNAL SYSTEM INTERNAL SYSTEMS INTERNATIONAL CONSULTANT INTERVENTIONS INVESTIGATION INVESTIGATIONS IP KNOWLEDGE SHARING LAND TENURE LEARNING LEGAL SYSTEM LEGISLATION LIVELIHOOD LIVELIHOODS LOCAL COUNCILS MANAGEMENT SYSTEM MATERIAL MULTIPLE ACCESS MUNICIPALITIES NATURAL RESOURCES NEGOTIATION NEIGHBORHOOD NETWORKS NGO OPERATING ENVIRONMENT OPERATIONAL RISK PHONE PHONE NUMBERS POLICY FORMULATION POLICY FRAMEWORK PORTFOLIOS POVERTY ALLEVIATION POVERTY REDUCTION PRIVATE SECTOR PRIVATE SECTOR DEVELOPMENT PROBLEM SOLVING PROCESS MONITORING PROCUREMENT PROGRAMS PROJECT BENEFICIARIES PUBLIC ADMINISTRATION PUBLIC INFORMATION PUBLIC SERVICES RADIO REGIONAL DEVELOPMENT REGIONAL DEVELOPMENT BANKS RESETTLEMENT RESULT RESULTS RISK MANAGEMENT RURAL AREAS RURAL DEVELOPMENT SAFETY SAFETY NETS SELF-HELP SERVICE DELIVERY SERVICE PROVIDERS SMS SOCIAL DEVELOPMENT SOCIAL SERVICES STATE GOVERNMENT SUPERVISION TARGETING TECHNICAL ASSISTANCE TELEPHONE TELEVISION TOWNS TRANSMISSION TRANSPARENCY TRANSPORT TRUST FUNDS URBAN SERVICES USER USER INTERFACES USERS VERIFICATION VILLAGE COMMUNITIES VILLAGE LEVEL VILLAGES WATER SUPPLY WEB WEB INTERFACE WORK FORCE
spellingShingle	ACCOUNTABILITY ACTION PLAN ACTION PLANS ADB ADMINISTRATIVE PROCESSES ANTI-CORRUPTION ANTICORRUPTION ASSETS BENEFICIARIES BENEFICIARY FEEDBACK BEST PRACTICE BEST PRACTICES BIDDING BLOG BRIBERY BRIBES BUSINESS INTELLIGENCE CAPABILITY CAPACITY BUILDING CAPITALS CAS CELL PHONES CITIES CLINICS COMMUNICATION STRATEGY COMMUNICATION TECHNOLOGY COMMUNITIES COMMUNITY DEVELOPMENT COMPLAINT COMPLAINTS CONTACT INFORMATION CORRECTIVE ACTIONS DAMAGE COMPENSATION DEBIT CARDS DEMOCRACY DESCRIPTION DISCRETION DISPUTE RESOLUTION DISTRICTS E-MAIL ELECTRICITY EMAIL ADDRESS EMAILS ENGINEER EXTERNAL MONITORING FINANCIAL INSTITUTIONS FINANCIAL RESOURCES FLEXIBILITY GEOGRAPHICAL AREA GOOD GOVERNANCE GOVERNMENT EMPLOYEES GOVERNMENT OFFICIALS HOUSEHOLD INCOME HOUSEHOLDS ICR ICT IMPLEMENTATION COMPLETION REPORT IMPLEMENTING AGENCY INDEPENDENT MONITORING INDIGENOUS PEOPLES INDIRECT IMPACTS INFRASTRUCTURE PROJECTS INSPECTION INSTITUTION INSTITUTIONAL SUPPORT INTEGRITY INTERNAL SYSTEM INTERNAL SYSTEMS INTERNATIONAL CONSULTANT INTERVENTIONS INVESTIGATION INVESTIGATIONS IP KNOWLEDGE SHARING LAND TENURE LEARNING LEGAL SYSTEM LEGISLATION LIVELIHOOD LIVELIHOODS LOCAL COUNCILS MANAGEMENT SYSTEM MATERIAL MULTIPLE ACCESS MUNICIPALITIES NATURAL RESOURCES NEGOTIATION NEIGHBORHOOD NETWORKS NGO OPERATING ENVIRONMENT OPERATIONAL RISK PHONE PHONE NUMBERS POLICY FORMULATION POLICY FRAMEWORK PORTFOLIOS POVERTY ALLEVIATION POVERTY REDUCTION PRIVATE SECTOR PRIVATE SECTOR DEVELOPMENT PROBLEM SOLVING PROCESS MONITORING PROCUREMENT PROGRAMS PROJECT BENEFICIARIES PUBLIC ADMINISTRATION PUBLIC INFORMATION PUBLIC SERVICES RADIO REGIONAL DEVELOPMENT REGIONAL DEVELOPMENT BANKS RESETTLEMENT RESULT RESULTS RISK MANAGEMENT RURAL AREAS RURAL DEVELOPMENT SAFETY SAFETY NETS SELF-HELP SERVICE DELIVERY SERVICE PROVIDERS SMS SOCIAL DEVELOPMENT SOCIAL SERVICES STATE GOVERNMENT SUPERVISION TARGETING TECHNICAL ASSISTANCE TELEPHONE TELEVISION TOWNS TRANSMISSION TRANSPARENCY TRANSPORT TRUST FUNDS URBAN SERVICES USER USER INTERFACES USERS VERIFICATION VILLAGE COMMUNITIES VILLAGE LEVEL VILLAGES WATER SUPPLY WEB WEB INTERFACE WORK FORCE World Bank Global Review of Grievance Redress Mechanisms in World Bank Projects
description	Effectively addressing grievances from people impacted by World Bank projects is a core component of managing operational risk and improving a project s results. Grievance redress mechanisms (GRMs) can be an effective tool for early identification, assessment, and resolution of complaints on projects. Understanding when and how a GRM may improve project outcomes can help both project teams and beneficiaries improve results. However, there is little data available on the prevalence, quality, or impact of GRMs in existing World Bank projects. This note provides a snapshot of current usage of GRMs in World Bank projects, a qualitative assessment of selected GRMs, and recommendations for improved risk management via GRM implementation and design. The goal of the review is to provide project staff and managers with: (i) a quantitative overview of current GRM application in project design; (ii) qualitative assessment of GRM implementation issues; and (iii) recommendations for improved risk management via GRM design and implementation.
format	Publications & Research :: Working Paper
author	World Bank
author_facet	World Bank
author_sort	World Bank
title	Global Review of Grievance Redress Mechanisms in World Bank Projects
title_short	Global Review of Grievance Redress Mechanisms in World Bank Projects
title_full	Global Review of Grievance Redress Mechanisms in World Bank Projects
title_fullStr	Global Review of Grievance Redress Mechanisms in World Bank Projects
title_full_unstemmed	Global Review of Grievance Redress Mechanisms in World Bank Projects
title_sort	global review of grievance redress mechanisms in world bank projects
publisher	Washington, DC
publishDate	2014
url	http://documents.worldbank.org/curated/en/2014/01/20182297/global-review-grievance-redress-mechanisms-world-bank-projects http://hdl.handle.net/10986/20117
_version_	1764444800441909248

Global Review of Grievance Redress Mechanisms in World Bank Projects

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