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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

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
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World Bank, Washington, DC
Middle East and North Africa | West Bank and Gaza
2017-03-07T21:10:16Z | 2017-03-07T21:10:16Z | 2016-06-21

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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