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 Particulars
Client:
Digital Government Authority
Start Date:
2024
End Date:
2026
Service Area:
Digital Transformation
Client Sector:
Government
Duration:
Two years
Client URL:
Status:
In Progress