Establish Citizens Complaint Centre (GH0051)
Overview
At-a-Glance
Action Plan: Ghana Action Plan 2024-2028 (December)
Action Plan Cycle: 2023
Status:
Institutions
Lead Institution: Public Sector Reform Secretariat, Ministry of Information, Commission on Human Rights and Administrative Justice (Commitment to be worked on jointly)
Support Institution(s): Lands Commission, Ghana Health Service, Ghana Immigration Service, Driver and Vehicle Licensing Authority, Office of the Head of the Civil Service, Passport Office, Births and Deaths Registry, Office of the Registrar of Companies, Ministry of the Interior. Ghana Anti-Corruption Coalition (GACC), Ghana Integrity Initiative (GII), Center for Democratic Development (CDD), Institute for Democratic Governance (IDEG), Commonwealth Human Rights Initiative (CHRI).
Policy Areas
Public Participation, Public Service DeliveryIRM Review
IRM Report: Pending IRM Review
Early Results: Pending IRM Review
Design i
Verifiable: Pending IRM Review
Relevant to OGP Values: Pending IRM Review
Ambition (see definition): Pending IRM Review
Implementation i
Completion: Pending IRM Review
Description
Problem to be addressed
● The establishment of a Citizens’ Complaint Centre was conceived as a mechanism to facilitate citizens’ participation in ensuring quality public service delivery, by providing feedback to enable continuous improvement and access to these services. This policy area was carried over from NAP 4. It was not implemented largely due to lack of ownership, as it was not clear which institution was to take the lead on it.
What is the commitment?
The commitment is to establish a coordinated and syndicated citizen feedback mechanism on public policy and public service delivery.
Contribution of commitment to solving problem
● It is expected that, the establishment of the Citizens’ Complaint Centre will create opportunity for citizens’ participation in improving public service delivery, through the feedback mechanism so instituted.
Relevance of commitment to OGP values
Commitment is relevant to OGP value of enabling citizens’ participation in public service delivery to enhance their efficiency.
Milestone Activity with a verifiable deliverable | Start Date - End Date
Institutional arrangements and preparatory activities completed. | January, 2024 - December, 2024
Implementation of pilot phase of the citizen complaint mechanism completed. | January, 2025 - December, 2025
Evaluation of pilot phase and planning for national rollout completed | January 2026 - December, 2026
National Roll out | January, 2027 - December, 2027
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