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, Social Accountability Measures & Feedback Loops, 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
AF0014, 2019, Anti-Corruption
Revise Law on Local Government
AF0015, 2019, Legislation & Regulation
Establish Anti-Corruption Commitment
AF0016, 2019, Anti-Corruption
Draft Beneficial Ownership Legislation
AF0017, 2019, Anti-Corruption
Portal for Processing Legislative Documents
AF0018, 2019, Capacity Building
CSO Monitoring of Education
AF0019, 2019, E-Government
Develop Electronic Complaint System for Local Government
AF0020, 2019, Capacity Building
Reform and Strengthen Education Data
AF0021, 2019, Access to Information
Participation in Local Budgeting
AF0022, 2019, Fiscal Openness
Electronic Revenue Collection System
AF0023, 2019, Capacity Building
Co-Create University Curriculum
AF0024, 2019, Education
Reform Promotion System for Police Officers
AF0025, 2019, E-Government
Monitoring Framework for Medicine Wholesalers
AF0026, 2019, E-Government
Monitoring of Private and Public Health Centers
AF0027, 2019, E-Government
Participation in National Budget
AF0028, 2019, Fiscal Openness
Open Justice for Anti-Corruption
AF0029, 2019, Anti-Corruption
Women's Empowerment Plan
AF0030, 2019, Gender
Establishment of Women Grand Council
AF0031, 2019, Gender
Mechanism of Public Partnership in Inspection Process
AF0001, 2017, Capacity Building
Law on Processing, Publishing and Enforcing Legislative Documents
AF0002, 2017, Legislation & Regulation
Courts to Address Violence Against Women
AF0003, 2017, Access to Justice
Public-Police Partnership Councils
AF0004, 2017, Capacity Building
Registering Assets of Government Officials
AF0005, 2017, Anti-Corruption
Scheme for Establishing Health Service Accreditation Entity
AF0006, 2017, Capacity Building
Urban Improvement National Policy
AF0007, 2017, Infrastructure & Transport
Protection Policy for Women Under Conflict and Emergency Situations
AF0008, 2017, Fiscal Openness
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
Strengthen the Information Mechanism in 60 Governmental Agencies
AF0011, 2017, Access to Information
Implementing Open Contracting
AF0012, 2017, Access to Information
Public Participation in Road Network Projects
AF0013, 2017, Infrastructure & Transport