Develop electronic complaint system for local government (AF0020)
Action Plan: Afghanistan Action Plan 2019-2021
Action Plan Cycle: 2019
Lead Institution: The Independent Directorate of Local Governance (IDLG)
Support Institution(s): Civil society organizations
Policy AreasCapacity Building, E-Government, Public Participation, Subnational
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.
IDLG policies with civic participation to promote public participation and transparency.
Revise law on recruitment and authority of attorneys general
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Revise law on local government
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Draft beneficial ownership legislation
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CSO monitoring of education
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Develop electronic complaint system for local government
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Co-create university curriculum
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Reform promotion system for police officers
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Participation in national budget
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Open justice for anti-corruption
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Women's empowerment plan
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Establishment of Women Grand Council
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Law on Processing, Publishing and Enforcing Legislative Documents
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Courts to Address Violence Against Women
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Public-Police Partnership Councils
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Registering Assets of Government Officials
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Scheme for Establishing Health Service Accreditation Entity
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Urban Improvement National Policy
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Protection Policy for Women Under Conflict and Emergency Situations
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Civil Society Monitoring Plan for Education and Higher Education
AF0009, 2017, Education
Plan for the Establishment of a Joint Committee Overseeing the Implementation of the Anti-Corruption Strategy
AF0010, 2017, Anti-Corruption Institutions
Strengthen the Information Mechanism in 60 Governmental Agencies
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Implementing Open Contracting
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Public Participation in Road Network Projects
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