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Burkina Faso

Registration and Complaints Handling Mechanism (BF0005)



Action Plan: Not Attached

Action Plan Cycle: 2017

Status: Inactive


Lead Institution: Ministry of public administration, employment and social Welfare (MFPTPS)

Support Institution(s): 5 ministerial departments concerned, UNDP, World bank, OCS

Policy Areas

Capacity Building, E-Government, Public Participation, Public Service Delivery, Sustainable Development Goals

IRM Review

IRM Report: Pending IRM Review

Starred: Pending IRM Review

Early Results: Pending IRM Review

Design i

Verifiable: Yes

Relevant to OGP Values: Civic Participation Public Accountability , Technology

Potential Impact:

Implementation i

Completion: Pending IRM Review


What is the public issue for which the commitment is made to address??: Absence of complaints or recourse mechanism at the level of public administration Poor citizen involvement in the improvement of public administration; What is the commitment?: Stake : Citizen involvement in the improvement of the quality of public administration Overall objective : improving citizen involvement in the provision of public service Expected result : 5 ministerial departmenst have at their disposal mechanisms for complaints recording; How will this commitment contribute towards addressing the public issue?: This commitment will enable to: • Provide the reception services of ministerial departments with mechanisms for complaints recording • Process the complaints of users • Improve the quality of public administration The reception services of ministerial departments will be provided with computer hardware and office consumables. Therefore a skilled personnel will be trained so as to strengthen these services. All this will enable to receive appropriately users and collect their complaints. Furthermore a platform will be put online to directly collect complaints. All the complaints will then be processed and appropriate responses will be publicly posted and enforced. Then users will contribute to improve the quality of public administration.; Why this commitment is relevant in terms PGO values?: This commitment is appropriate because : • it creates a space where citizens will come and inquire about public action • it contributes to conflict prevention • the opportunity offered to citizens to give their opinions on the quality of public service provision is a form of citizen involvement • the processing of users’ complaints enables the administration to report on its management, therefore accountability.; Additional details: • Connection with Line 1 of PNDES • Connection with the ten year strategic plan of administration modernization • Connection with the national Strategy of good governance promotion • Connection with ODD 16


  1. Sign Protocols of Operations Where Competence Shall Be Transferred to Municipalities and Regions

    BF0001, 2017, Capacity Building

  2. Respect Time Limit Required for Issuing Legal Acts

    BF0002, 2017, Capacity Building

  3. Vulnerable Persons Access to Legal Aid Funds

    BF0003, 2017, Justice

  4. Online Registration for Post-Baccalaureate and Baccalaureate Competitions

    BF0004, 2017, Capacity Building

  5. Registration and Complaints Handling Mechanism

    BF0005, 2017, Capacity Building

  6. Specialized Judicial Areas for Conomic Crimes

    BF0006, 2017, Anti-Corruption Institutions

  7. Citizen Committees to Control Racket in Public Administration

    BF0007, 2017, Anti-Corruption Institutions

  8. Capacities of Disciplinary Committees

    BF0008, 2017, Capacity Building

  9. Virtual Window of Public Administration

    BF0009, 2017, Capacity Building

  10. Right of Access to Public Information and to Administrative Documents

    BF0010, 2017, Legislation & Regulation

  11. Ministry and Public Institution Data in Open Format

    BF0011, 2017, E-Government

  12. Access Information and Citizen Involvement in State Budget

    BF0012, 2017, Capacity Building

  13. Community Dialogue on Local Budget (EDIC)

    BF0013, 2017, Capacity Building