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Develop Electronic Complaint System for Local Government (AF0020)



Action Plan: Afghanistan Action Plan 2019-2021

Action Plan Cycle: 2019

Status: Active


Lead Institution: The Independent Directorate of Local Governance (IDLG)

Support Institution(s): Civil society organizations

Policy Areas

Capacity Building, E-Government, Public Participation, Social Accountability, Subnational

IRM Review

IRM Report: Afghanistan Design Report 2019-2021

Starred: Pending IRM Review

Early Results: Pending IRM Review

Design i

Verifiable: Yes

Relevant to OGP Values: Civic Participation , Public Accountability

Potential Impact:

Implementation i

Completion: Pending IRM Review


What is the public problem that the commitment will address?
Existence of administrative corruption has resulted in the lack of transparency at some sub-national levels and created gap between people and government. In some cases, people join extremist groups. Local governments have not been able to understand public priorities this causes public mistrust in the democratic process and reduces public hope for aforementioned processes. Misuse of power and authority in the selection and implementation of projects at sub-national level is one of the major reasons of corruption. Existence of corruption in some offices, inaccessibility of public to register their complaints and receive the right feedback created gap between public and officials. Gaps eliminate efficiency in public service delivery and projects implementation.

What is the commitment?
Develop inspectable electronic system to receive and address complaints report to complainants at sub-national level. The portal will receive and address complaints at the provincial level within a specified time (within 10 working days), and report about the complaints. The system has three distinct sections: filing complaints, receiving and addressing the complaints, and reporting on conclusion and outcome of complaints. People can visit the website, submit their complaints online and receive feedback. Civil society can continuously monitor system activities. System tracks the status of every complaint with a timeframe and specifies particular office to address/solve the complaint. Listening to voice of people and addressing their problems through this electronic system will attain good governance. Office of the governor bears the responsibility to monitor the system.

How will the commitment contribute to solving the public problem?
Public can conveniently register and share their complaints through electronic online system with the local governments/bodies. Having considered public complaints and opinions, local governments identify the public needs and shall provide better and appropriate services. This system will probably reduce the gap between people and local governments and ascertain public participation in governance. As a result, accountability, transparency, and public trust in democratic values and good governance will increase.

Why is this commitment relevant to OGP values?
This commitment is related to four OGP values. Applying the latest technology increases civic participation. Through public participation transparency, accountability will be expanded at sub-national level.
Transparency to address public complaints and need based service delivery in participation with CSOs will surge. This commitment creates transparent informational mechanisms and makes sub-nationals accountable to public.

Additional information
IDLG policies with civic participation to promote public participation and transparency.


  1. Revise Law on Recruitment and Authority of Attorneys General

    AF0014, 2019, Access to Justice

  2. Revise Law on Local Government

    AF0015, 2019, Legislation & Regulation

  3. Establish Anti-Corruption Commission

    AF0016, 2019, Anti-Corruption

  4. Draft Beneficial Ownership Legislation

    AF0017, 2019, Anti-Corruption

  5. Portal for Processing Legislative Documents

    AF0018, 2019, Capacity Building

  6. CSO Monitoring of Education

    AF0019, 2019, E-Government

  7. Develop Electronic Complaint System for Local Government

    AF0020, 2019, Capacity Building

  8. Reform and Strengthen Education Data

    AF0021, 2019, Access to Information

  9. Participation in Local Budgeting

    AF0022, 2019, Fiscal Openness

  10. Electronic Revenue Collection System

    AF0023, 2019, Capacity Building

  11. Co-Create University Curriculum

    AF0024, 2019, Education

  12. Reform Promotion System for Police Officers

    AF0025, 2019, E-Government

  13. Monitoring Framework for Medicine Wholesalers

    AF0026, 2019, E-Government

  14. Monitoring of Private and Public Health Centers

    AF0027, 2019, E-Government

  15. Participation in National Budget

    AF0028, 2019, Fiscal Openness

  16. Open Justice for Anti-Corruption

    AF0029, 2019, Access to Justice

  17. Women's Empowerment Plan

    AF0030, 2019, Gender

  18. Establishment of Women Grand Council

    AF0031, 2019, Gender

  19. Law on Processing, Publishing and Enforcing Legislative Documents

    AF0002, 2017, Legislation & Regulation

  20. Courts to Address Violence Against Women

    AF0003, 2017, Access to Justice

  21. Public-Police Partnership Councils

    AF0004, 2017, Capacity Building

  22. Registering Assets of Government Officials

    AF0005, 2017, Anti-Corruption

  23. Scheme for Establishing Health Service Accreditation Entity

    AF0006, 2017, Capacity Building

  24. Urban Improvement National Policy

    AF0007, 2017, Infrastructure & Transport

  25. Protection Policy for Women Under Conflict and Emergency Situations

    AF0008, 2017, Fiscal Openness

  26. Civil Society Monitoring Plan for Education and Higher Education

    AF0009, 2017, Education

  27. Plan for the Establishment of a Joint Committee Overseeing the Implementation of the Anti-Corruption Strategy

    AF0010, 2017, Anti-Corruption

  28. Strengthen the Information Mechanism in 60 Governmental Agencies

    AF0011, 2017, Access to Information

  29. Implementing Open Contracting

    AF0012, 2017, Access to Information

  30. Public Participation in Road Network Projects

    AF0013, 2017, Infrastructure & Transport

  31. Mechanism of Public Partnership in Inspection Process

    AF0001, 2017, Anti-Corruption

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