Government Responsiveness to Citizens’ Suggestions and Complaints
Building a unified framework to measure and enhance government entities’ responsiveness to citizen feedback.
In Progress
Project Gallery
Project Overview
Project Components
This two‑year project developed a comprehensive framework to measure and enhance how government entities respond to citizen feedback. Work was divided into foundation, design and implementation phases covering current‑state analysis, methodology development with metrics and weights, operational and governance models, technology requirements, pilot implementation and knowledge transfer.
A. The Challenge
Government entities lacked a unified approach for measuring and improving responses to citizens’ proposals and complaints. Disparate systems and unclear accountability made it difficult to monitor performance and drive improvements.
B. Our Solution
We conducted a baseline assessment, reviewed policies and international benchmarks, and designed a measurement methodology with indicators and weights. Operational and governance models were developed, technical requirements identified and a pilot implemented. Workshops and guides facilitated knowledge transfer.
C. Key Achievements
The project delivered a standardised measurement framework, operational and governance models and a functional technical system. It enabled periodic performance reviews, improved responsiveness and aligned government practices with national digital strategies.
Project Summary
Project Information
Client:
Digital Government Authority
Value:
4,800,000 SAR
Start Date:
November 20, 2024
End Date:
November 20, 2026
Duration:
Two years
Project URL:
Status:
In Progress
Additional Information
The Client Phone :
+966199099
The Client Email :
ecare@dga.gov.sa
Taxonomies
Service Area:
Digital Transformation
Client Sector:
Government & Public Entities