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Objectives To improve redress and response systems and procedures to enable closer alignment with the needs and expectations of citizens; To increase public demand for ATI in service delivery; and To facilitate availability of and access to information regarding grievance redress and service delivery mechanisms and standards. Intended Project Outcomes Improved institutional capacities (i.e. of the Mohtasib’s Office and its partner federal agencies) to receive and redress public grievances; Improved interface of the WMS with the public; Improved coordination in ATI on service delivery; and Effective knowledge management and improved access to information on ATI and service delivery. Key Achievements To raise awareness and inform the public about the functions and services provided by Wafaqi Mohtasib’s office the project prints and distributes posters and brochures.Advocacy and outreach campaigns are launched through print and electronic media after regular intervals. Links have been established between the office of the Wafaqi Mohtasib and Civil Society by establishing a Civil Society Advisory Committee (CSAC). The members of the CSAC provide expert advices on policy issues to improve services of the Secretariat. They are also helpful in carrying forward the ATI messages at grassroots level through their programs / projects. Civil Society Organizations have been closely associated with the process of increasing awareness in Badin, Zhob and Sargodha. This focused and well planned outreach strategy has greatly helped the poor in accessing the services of Wafaqi Mohtasib’s offices. Modern SMS Based Complaints Tracking System and Interactive Voice Response System have been provided for the Wafaqi Mohtasib’s Office. Use of state-of-the-art technology has been instrumental in improving service standards. Citizen Report Card Survey and Continuous Improvement Bench-marking interventions introduced. The first Policy Dialogue Forum was held in August 2009. As a follow-up on the recommendations of the discussions in the forum, two research studies on ‘the use of e-governance for complaints handling’ and ‘Duplication of Powers amongst Oversight Institutions” have been completed.
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United Nations Development ProgrammeEmpowered lives.Resilient nations. |
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Strengthening Public Grievance Redress Mechanisms (SPGRM)
Floods 2010
