Create a Complaints section in the Municipality's website and a digital mobile application (TNCTG0002)
Overview
At-a-Glance
Action Plan: Action plan – Carthage, Tunisia, 2022 – 2023
Inception Report: Not available
Commitment Start: Dec 2022
Commitment End: Jun 2023
Institutions involved:
- Participatory Democracy and OpenGov Commission Municipality of Carthage
- Municipality of Carthage
- Municipal Administration / Communications Department
- Tunisian Association of Local Governance
- xx
Primary Policy Area:
Primary Sector:
OGP Value:
- Public Accountability
- Technology and Innovation for Transparency and Accountability
- Civic Participation
Description
Commitment ID
TNCTG0002
Commitment Title
Create a Complaints section in the Municipality's website and a digital mobile application to collect and process citizens' complaints.
Problem
Complaints management is currently practiced in a heterogeneous and manual manner. The Municipality intends to implement a modern and instantaneous mechanism to hear and respond to citizens' complaints and questions in a more efficient manner.
Status quo
Currently, citizens have several ways to send their requests (by phone, directly to the clerk's office, by mail, etc.) and the municipality manages them as they come in. However, there are some communication shortcomings and processing delays. In fact, according to the Qualimétrie report (July 2020), some requests remain unsuccessful, and the relationship with citizens needs to be improved.Furthermore, the Municipality has noticed that some citizens complain on social networks instead of coming directly to its offices, probably noting a difficulty for the citizen to address its services directly. The majority of the citizens' requests concern cleanliness, the environment, lighting, offences and illegal constructions, etc.
Action
Operationalize the claims management area on the municipality's website to receive and respond to citizen requests electronically.Launch a mobile application for collecting and managing citizen requests.
How will the commitment contribute to solving the public problem described above?
By adopting digital, web and mobile application channels, the Municipality intends to get closer to its citizens, and offers them the possibility of transmitting their needs directly to the Municipality, without having to go to its premises. These digital tools also allow the municipality to regulate its responses and thus improve its quality of service and the satisfaction of its citizens. Thus, this commitment allows to :
Guarantee a right of access to information
Provide a direct channel for communication and interaction with the municipality
Promote the principle of transparency
Respond to requests for information in a timely manner
To be aware of citizens' issues
Engage the municipality in the resolution of available complaints within capacity
Monitor the processing of complaints
What long-term goal as identified in your Open Government Strategy does this commitment relate to?
This commitment makes it possible to achieve the objectives of open governance through positive impacts on the following areas:- Transparency (right to information, open data),- Development and digitization of administrative services,- Improving citizens' satisfaction with public services,- Strengthening the relationship between the Administration and the citizen.
Primary Policy Area
Civic Space, E-petitions, Whistleblower Protections
Primary Sector
Environment & Climate, Infrastructure & Transport, Land & Spatial Planning, Public Services (general), Security and Public Safety, Water, Sanitation, and Hygiene
What OGP value is this commitment relevant to?
| Public Accountability | Par cet engagement, la Municipalité s\\'engage à être à l\\'écoute de ses citoyens et à leur apporter des réponses à leurs besoins.Par cet engagement, la Municipalité s\\'engage à être à l\\'écoute de ses citoyens et à leur apporter des réponses à leurs besoins. |
| Technology and Innovation for Transparency and Accountability | Les solutions de gestion des sinistres objet de cet engagement sont numériques et s\\'inscrivent dans la politique de dématérialisation des services de la Commune de Carthage.Les solutions de gestion des sinistres objet de cet engagement sont numériques et s\\'inscrivent dans la politique de dématérialisation des services de la Commune de Carthage. |
| Civic Participation | La participation des citoyens au maintien de la qualité des services en jouant le rôle d\\'alerte, de vigilance, de contrôle, etc.La participation des citoyens au maintien de la qualité des services en jouant le rôle d\\'alerte, de vigilance, de contrôle, etc. |