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Jordan

Complaints Related to Governmental Services and the Surrounding Environment of Its Provision (JO0058)

Overview

At-a-Glance

Action Plan: Jordan Third National Action Plan 2016-2018

Action Plan Cycle: 2016

Status: Inactive

Institutions

Lead Institution: Ministry of Public Sector Development

Support Institution(s): NA

Policy Areas

Capacity Building, E-Government, Legislation & Regulation, Public Service Delivery

IRM Review

IRM Report: Pending IRM Review

Starred: No

Early Results: Pending IRM Review

Design i

Verifiable: Yes

Relevant to OGP Values: Civic Participation Technology

Potential Impact:

Implementation i

Completion:

Description

Status quo or problem addressed by the commitment: This commitment contributes to the promotion of the complaints mechanisms by providing central complaint registration windows along with windows available in governmental departments with the assurance of a central window dedicated for registering complaints related to governmental services and the surrounding environment of providing these services. Main objective: Provide additional channels to receive complaints submitted by citizens and those who deal with the government on a broader level and in a more organized manner. Brief description of commitment: Develop an electronic system for managing registration of complaints and grievances related to services delivery and the surrounding environment of provision. Address complaints and find proper solutions based on justice, equality and transparency. OGP challenge addressed by the commitment: Increase public credibility, combat corruption and promote public morals. Relevance: Strengthen the principles of accountability and transparency, enable citizens to make their voice heard by the government, employ modern technology in receiving and addressing complaints and strengthen citizen participation in government services development process. Ambition: The Jordanian government aspires, through an electronic system, to increase citizen participation and confidence in the complaints registration and follow-up mechanisms by enabling the citizen to monitor the procedures taken by the government in addressing their complaints.

Jordan's Commitments

  1. Public Sector/Civil Society Collaboration

    JO0059, 2018, Civic Space

  2. Open Data

    JO0060, 2018, Capacity Building

  3. Fostering National Dialogue to Achieve Political Reform

    JO0061, 2018, Capacity Building

  4. Human Rights Violations Complaint Mechanism

    JO0062, 2018, Capacity Building

  5. Access to Information Law

    JO0063, 2018, Capacity Building

  6. Strengthen the Legislative Framework Governing Access to Information

    JO0048, 2016, Legislation & Regulation

  7. Strengthen the Facilities Available for Persons with Disabilities to Access the Justice System

    JO0049, 2016, Capacity Building

  8. Strengthen the Framework Governing the Freedom of the Media

    JO0050, 2016, Capacity Building

  9. Starred commitment Issue the Requisite Regulations and Instructions to Implement the Decentralization Law and Hold Governorate Council Elections in 2017

    JO0051, 2016, Capacity Building

  10. Develop Healthcare Services and Automate the Healthcare Sector Through Electronic Linkages

    JO0052, 2016, Capacity Building

  11. Develop an Interactive Observatory Forum for Citizens to Monitor the Implementation of the Government’S Plans and Progress

    JO0053, 2016, Capacity Building

  12. Adopt the Principle of Budget Disclosure in Accordance with International Standards and Promote Transparency and Financial Disclosure

    JO0054, 2016, Capacity Building

  13. Develop Transparent and Participatory Policies Regarding Climate Change Challenges

    JO0055, 2016, Capacity Building

  14. Implement an Open Data Sources Policy

    JO0056, 2016, Capacity Building

  15. Complaints and Grievances Related to Violations Committed Against Citizen

    JO0057, 2016, Capacity Building

  16. Complaints Related to Governmental Services and the Surrounding Environment of Its Provision

    JO0058, 2016, Capacity Building

  17. Internal Control Units Structures

    JO0034, 2014, Asset Disclosure

  18. Improve Service Delivery

    JO0035, 2014, Capacity Building

  19. Develop Service Delivery Standards and Targets

    JO0036, 2014, Capacity Building

  20. Publish Service Delivery Standards

    JO0037, 2014, Capacity Building

  21. Ensuring Full Compliance with Service Delivery Standards

    JO0038, 2014, Audits and Controls

  22. Service Delivery Process Assessment

    JO0039, 2014, Audits and Controls

  23. Upgrading Services in Remote Areas

    JO0040, 2014, Capacity Building

  24. Developing a Services-Monitoring Body

    JO0041, 2014, Public Service Delivery

  25. Public-Sector Restructuring

    JO0042, 2014, Legislation & Regulation

  26. Update the Civil Service Bylaw

    JO0043, 2014, Capacity Building

  27. Code of Ethics in Civil Service

    JO0044, 2014, Capacity Building

  28. Institutional Capacity Building

    JO0045, 2014, Legislation & Regulation

  29. Applying the Principles of Good Governance

    JO0046, 2014, Capacity Building

  30. Media-Sector Restructuring

    JO0047, 2014, Civic Space

  31. Promoting the Culture of Excellence in Public Sector

    JO0001, 2012, Capacity Building

  32. Improve Citizen Feedback and Complaint Mechanisms

    JO0002, 2012, Justice

  33. Ensure the Implementation of the “Government Services Improvement Guidelines Manual”

    JO0003, 2012, Public Service Delivery

  34. Conduct a Comprehensive Customers- Satisfaction Survey

    JO0004, 2012, Public Service Delivery

  35. Designing the Second Phase of the National Program for Improving Public Services

    JO0005, 2012, Public Service Delivery

  36. Enhance Partnership and Integration Among Government-S Entities

    JO0006, 2012, Public Service Delivery

  37. Amending “The Government Services Improvement Bylaw”

    JO0007, 2012, Legislation & Regulation

  38. Continue Working on Linking the Governmental Institutions with the E-Government

    JO0008, 2012, E-Government

  39. Enactment of a New E-Transactions Law

    JO0009, 2012, E-Government

  40. Amendment of the Audit Bureau Law

    JO0010, 2012, Audits and Controls

  41. Establish an Internal Audit Function in Line Ministries

    JO0011, 2012, Audits and Controls

  42. Setting Standards and Indicators to the Internal Audit Units.

    JO0012, 2012, Audits and Controls

  43. Anti-Corruption Law Reform

    JO0013, 2012, Anti-Corruption Institutions

  44. Ensuring the Implementation of the Code of Conduct Among Government Employees

    JO0014, 2012, Conflicts of Interest

  45. Strengthening the Financial and Operational Independence of the National Center for Human Rights.

    JO0015, 2012, Civic Space

  46. Starred commitment Approval of the Independent National Electoral Commission Law

    JO0016, 2012, Legislation & Regulation

  47. Adoption of a New Political Parties Law by Parliament

    JO0017, 2012, Legislation & Regulation

  48. Approval of the New Elections Law by Parliament

    JO0018, 2012, Legislation & Regulation

  49. Holding a Municipal Elections in 2013

    JO0019, 2012, Subnational

  50. Starred commitment Establishment of a Constitutional Court

    JO0020, 2012, Judiciary

  51. Establishment of an Administrative Court.

    JO0021, 2012, Judiciary

  52. Adopting Amendments to the Access to Information Law

    JO0022, 2012, Legislation & Regulation

  53. Completion of the Second Phase of the Jordan Aid Information Management System-JAIMS

    JO0023, 2012, Aid

  54. Publishing the Annual Reports for 2011 of the Audit Bureau and Anti-Corruption Commission

    JO0024, 2012, Anti-Corruption Institutions

  55. National Procurement Systems Self Assessment

    JO0025, 2012, Open Contracting and Procurement

  56. Unified Procurement Bylaw

    JO0026, 2012, Legislation & Regulation

  57. Transparency in Public Spending

    JO0027, 2012, Fiscal Transparency

  58. Gender and Child Aspects in Government Units Budget

    JO0028, 2012, Gender

  59. Enhance the Transparency of the General Budget Preparation and Disseminate Information on Process

    JO0029, 2012, Fiscal Transparency

  60. Preparing a Strategy for the Financial Decentralization Project

    JO0030, 2012, Oversight of Budget/Fiscal Policies

  61. Launching GFMIS in Government Ministries and Departments and Financial Centers

    JO0031, 2012, E-Government

  62. Increasing Transparency and Accountability in the Use of Public Funds

    JO0032, 2012, Audits and Controls

  63. Initiating Discussions to Join the Extractive Industries Transparency Initiative (EITI).

    JO0033, 2012, Extractive Industries