Mobile application for citizens feedback and requests (MN0022)
Action Plan: Mongolia Action Plan 2016-2018
Action Plan Cycle: 2016
Lead Institution: Cabinet Secretariat of the Government of Mongolia
Support Institution(s): Government authorities and local municipals. All ministries and agencies, Governors Office of the Capital city, aimags, soums and districts; Democracy Education Centre NGO Partnership for Social Accountability Other relevant CSOs
Policy AreasE-Government, Public Participation, Public Service Delivery
Status quo or problem addressed by the commitment: The government 11:11 center has been operating and receiving feedback from the public since 2013. Thus far it has been a successful project and received a Star” rating in 2013 for the implementation of the NPA of the OGP of Mongolia. The 11:11 Call Centre responds to complaints and feedback from citizens, but currently it is unable to take action on these complaints and improve government service. Therefore, there is a need to establish a reporting system for citizens to rate provision, quality and transparency of services provided by the 11:11 Call Centre and make reports by the service providers by using modern technological innovations. Main Objective: The introduction of the mobile application for the 11-11 Call Centre and Service Centre of the government, the government service will become more transparent and efficient, and the quality of the service will improve. Brief Description of commitment (140 character limit): Introduce a mobile application for the Government 11-11 Center and advocate and mobilise its usage by promoting the application to the public.
IRM Midterm Status Summary
1. Mobile Application for Government 11-11 center to receive citizen feedback and requests
Introduce a mobile application for the Government 11-11 Center and advocate and mobilize its usage by promoting the application to the public.
Status quo or problem addressed:
The government 11:11 center has been operating and receiving feedback from the public since 2013. Thus far it has been a successful project and received a 'Star' rating in 2013 for the implementation of the NPA of the OGP of Mongolia. The 11:11 Call Centre responds to complaints and feedback from citizens, but currently is unable to take action on these complaints and improve government service. Therefore, there is a need to establish a reporting system for citizens to rate provision, quality, and transparency of services provided by the 11:11 Call Centre and make reports by the service providers using modern technological innovations.
The introduction of the mobile application for the 11-11 Call Centre and Service Centre of the government. As a result, the government service will become more transparent and efficient, and the quality of service will be improved.
1.1. Audit the last two years’ activities of the Government 11-11 Center.
1.2. Identify technological solutions and alternatives efficiently to deliver services and outcomes of the Government 11-11 center for the public.
1.3. Prepare and develop contents and technology to introduce the special application for the Government 11-11 center.
1.4. Test the application for the Government 11- 11 center.
1.5. Update the application for the Government 11-11 center.
1.6. Announce service launch of the mobile application for Government 11-11 center.
1.7. Provide and promote the user instructions of the mobile application for the Government 11- 11 center for the public.
1.8. Sustain the operation of the services provided by the mobile application for the Government 11-11 center for the public.
1.9. Conduct an evaluation and develop concluding observations of the activities of the application for the Government 11-11 center through an independent NGO and disseminate the findings to the public.
Responsible institution: Cabinet Secretariat of the Government of Mongolia
Supporting institutions: Government authorities and local municipals, all ministries and agencies, Governors Office of the Capital city, aimags, soums, and districts, Democracy Education Centre NGO, Partnership for Social Accountability, other relevant CSOs.
Start date: 30 June 2016
End date: 30 June 2018
The Mongolian government established the '11-11' Call Center to register complaints and feedback on government services from citizens and to transfer the information to the relevant government body for further action. However, while the 11-11 Center provides complete access to the complaints themselves (including recordings of the telephone calls), it lacks a mechanism to oblige the government to take remedial action in response, and it does not allow users to track the government’s response to complaints. To make government service more efficient and transparent, this commitment proposes to introduce a mobile application for the 11-11 Center. In addition, the government proposes general improvements to the operation of the 11-11 Center, such as user instructions, an independent CSO evaluation of the application’s performance, and an audit of the last two years, among others. This commitment builds on Commitment 184.108.40.206 from the previous action plan, which sought to expand the reporting of public feedback on the 11-11 Center and to establish a data system that responds to and tracks public inquires.
This commitment is relevant to the OGP values of access to information, civic participation, public accountability, and technology and innovation. The commitment is relevant to access to information because the government expects to provide more guidance on how to use the 11-11 Center and publish information on how it is used. It is relevant to civic participation in that the mobile application offers a new channel for members of the public to provide feedback and directly influence the policy process. In terms of public accountability, while there is not a direct system for compelling government officials to respond and react to citizen feedback, the commitment does improve the possibility for citizens to indirectly offer feedback and receive responses from the government. Specifically, the mobile application expands the opportunities for the public to engage with government and hear responses to common concerns.
While the commitment’s primary objective is verifiable—the introduction of a mobile application for the 11-11 Center, —most of the milestones are vague and difficult to measure, such as identifying technological solutions or testing the application. Also, the commitment does not define the overall purpose of the application, thus making it difficult to determine the extent to which the milestones address this purpose. Therefore, the commitment has a low level of specificity. While the mobile application would be more accessible to the public than just the 11-11 Center, the commitment does not fully address the fundamental problem identified above, namely that there is no guarantee that the government will take actions in response to citizen feedback. In this sense, the activities outlined above will likely only provide minor improvements to the already existing system.
While the 11-11 Center has registered feedback, registering over 130,000 pieces of feedback from citizens as of the time of writing this report (January 2018), it is unclear if the Center’s website has changed since the previous action plan period in terms of services provided.[Note41: The IRM compared the current website, http://www.11-11.mn, with earlier archived versions of the website, such as versions from September 2016 (available at: https://bit.ly/2jHNgye) and from June 2017 (available at: https://bit.ly/2K3GIoP).] The last update for the mobile application was in June 2015.[Note42: See the 11-11 Center’s application on the ITunes App Store, where the latest version is from 23 June 2015: https://itunes.apple.com/us/app/11-11-t-v/id579541331?ls=1&mt=8.%5D The IRM has requested information on new developments for the activities for this commitment from the Cabinet Secretariat such as the audit, development of user instructions, and the independent NGO evaluation of the application’s performance, but has not received a response. For more information, see Section VI: Methodology and Sources. The commitment is considered not started at the end of the first year of the action plan cycle.
If this commitment is carried forward to future action plans, the government should specify steps it will take to enhance the existing mobile application for the 11-11 Center and to align the future activities with the overall scope of the commitment.
Mobile application for citizens feedback and requests
MN0022, 2016, E-Government
Improve provision and quality of education and health services
MN0023, 2016, E-Government
Civic engagement in decision making
MN0024, 2016, Legislation & Regulation
Transparent funding of political parties
MN0025, 2016, Anti-Corruption Institutions
Create favourable environment for media and journalism
MN0026, 2016, Civic Space
National Action Plan for Combating Corruption
MN0027, 2016, Anti-Corruption Institutions
Transparency of loans and aid from foreign countries
MN0028, 2016, Aid
Online registration of VAT
MN0029, 2016, Capacity Building
Improve glass account system
MN0030, 2016, Anti-Corruption Institutions
Make government procurement process transparent
MN0031, 2016, Anti-Corruption Institutions
Transparency of contracts of public resource exploiting
MN0032, 2016, Anti-Corruption Institutions
Information transparency of the owners of the entities with rights to use mineral resources
MN0033, 2016, Anti-Corruption Institutions
Make licenses, information and activities of the companies transparent and effective by government
MN0034, 2016, Anti-Corruption Institutions
Monitor and ensure implementation of Information Transparency and Information Access Right Act by establishing National Information Transparency Committee and creating structure of Information commissary.
MN0001, 2014, Legislation & Regulation
Modernize performance indicators of information transparency of public organizations into ―”citizen targeted” ones.
MN0002, 2014, Capacity Building
Launch ―Transparent account systemǁ in order to enable consistent, transparent reporting to the public and to provide comprehensive information on budget revenue collection, income and expenditure details, as well as public procurement and investments.
MN0003, 2014, Fiscal Transparency
Develop central information database of minerals, oil, and land tenure license owners, open to the public.
MN0004, 2014, E-Government
Ensure transparency all agreements on investment, stability and production- sharing of public-owned resources such as water, minerals, oil and land.
MN0005, 2014, Extractive Industries
Publish list of mandatory public information on environment such as information regarding any action harmful to natural environment and people’s health.
MN0006, 2014, Environment and Climate
Disclose information to the public relating to foreign loan assistance projects and programs, including the total amounts, terms, payback duration and general provisions related to the loan rate, board members, and implementation bodies. Information about the terms of implementation of the projects as well as general conditions of contracts between suppliers and buyers shall be disclosed as well.
MN0007, 2014, Aid
Disclose budget funded procurement contracts above 80.0 million MNT.
MN0008, 2014, Open Contracting and Procurement
Ensure civic engagement in planning and developing public services at central and local levels by introducing communication channels such as organizing e-conferences, public hearings, and open meetings.
MN0009, 2014, Public Participation
Launch “Smart Government” program, for delivering e-public services to the people regardless of distance and location through the public service portal.
MN0010, 2014, E-Government
Create a single access public service for citizens without requiring supplementary state registered data, based on principles of “One citizen-One public servant”.
MN0011, 2014, Public Service Delivery
Improve and develop smart e-service capability for “One window-public service” and introduce it as a standard unit of public service.
MN0012, 2014, E-Government
Increase number of “Public service online machines” at local levels for delivering public services to individuals in remote areas, as well as increase the content of its data.
MN0013, 2014, E-Government
Report public feedback on government performance received from the Government’s “11-11” center. Government shall also establish a data system that responds to and tracks petitions and enquiries.
MN0014, 2014, Public Participation
Develop and publish E-mapping of crime occurrence.
MN0015, 2014, E-Government
Create a united information database on law enforcement activities, crimes and violation records, and ensure that the database is accessible to relevant bodies.
MN0016, 2014, E-Government
Introduce a system of random disclosure to the public of asset and financial statements of any public servants.
MN0017, 2014, Asset Disclosure
Publish the asset and financial statements of officials who work in organizations with a high likelihood of corruption index on websites and ensure citizen monitoring.
MN0018, 2014, Asset Disclosure
Create regulation that repeals decisions made without due participation of citizens and contradict public interests, as well as hold the officials at fault accountable.
MN0019, 2014, Legislation & Regulation
Deliver the draft laws, acts, amendments and administrative rules to public attention in due time. In particular, create an opportunity for people to access such information from “Public Service Online Machines”, Citizens Chambers, and the public libraries at each provincial level.
MN0020, 2014, Capacity Building
Strengthen the capacity of citizens by implementing certain projects to enhance legal knowledge of target groups using simple language.
MN0021, 2014, Capacity Building