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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| Format: | Report |
| 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 |
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okr-10986-26217 |
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| recordtype |
oai_dc |
| 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 |
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 |
| spellingShingle |
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 World Bank Strengthening the Citizen-State Compact through Feedback : Effective Complaint Management as a Pathway to Articulate Citizen Voice and Improve State Response |
| geographic_facet |
Middle East and North Africa West Bank and Gaza |
| description |
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. |
| format |
Report |
| author |
World Bank |
| author_facet |
World Bank |
| author_sort |
World Bank |
| title |
Strengthening the Citizen-State Compact through Feedback : Effective Complaint Management as a Pathway to Articulate Citizen Voice and Improve State Response |
| title_short |
Strengthening the Citizen-State Compact through Feedback : Effective Complaint Management as a Pathway to Articulate Citizen Voice and Improve State Response |
| title_full |
Strengthening the Citizen-State Compact through Feedback : Effective Complaint Management as a Pathway to Articulate Citizen Voice and Improve State Response |
| title_fullStr |
Strengthening the Citizen-State Compact through Feedback : Effective Complaint Management as a Pathway to Articulate Citizen Voice and Improve State Response |
| title_full_unstemmed |
Strengthening the Citizen-State Compact through Feedback : Effective Complaint Management as a Pathway to Articulate Citizen Voice and Improve State Response |
| title_sort |
strengthening the citizen-state compact through feedback : effective complaint management as a pathway to articulate citizen voice and improve state response |
| publisher |
World Bank, Washington, DC |
| publishDate |
2017 |
| url |
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 |
| _version_ |
1764461192684765184 |
| spelling |
okr-10986-262172021-05-25T08:58:12Z Strengthening the Citizen-State Compact through Feedback : Effective Complaint Management as a Pathway to Articulate Citizen Voice and Improve State Response World Bank 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 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. 2017-03-07T21:10:16Z 2017-03-07T21:10:16Z 2016-06-21 Report 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 English en_US CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo World Bank World Bank, Washington, DC Economic & Sector Work :: Other Public Sector Study Economic & Sector Work Middle East and North Africa West Bank and Gaza |