Resolving citizens' complaints: what makes it happen? Who owns the process?

Supporting citizens to monitor the delivery of vital projects and services where they live - and to solve the problems they find.In many parts of the world, essential services like education and health, as well as vital infrastructure, don't meet citizens' needs to the extent they must. We provide citizens with practical ways of tackling these problems and actually getting results, in collaboration with the institutions that serve them. Our approach incorporates community monitoring, social accountability, problem solving, and a technology tool and mobile app calledDevelopmentCheck.Read more:https://integrityaction.org/

Integrity Action

Accountability Research Center & Integrity Action webinar: Resolving citizens' complaints: what makes it happen? And who owns the process?

Join us for a webinar organised by the <a href="https://accountabilityresearch.org/" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">Accountability Research Center</a> and <a href="http://integrityaction.org/" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">Integrity Action</a> <h3>We&#x27;re exploring the latest findings on how and why citizen complaints get resolved, with examples from Bangladesh, Kenya, Nigeria, South Sudan and more</h3>It&#x27;s a sign of a healthy society if citizens are willing to complain about the projects and services they receive. But those citizens are less likely to continue raising their voices if those complaints go unresolved. So what do we know about how and why complaints get successfully resolved - to the satisfaction of the people complaining? And what difference does it make when the mechanism for raising complaints is institutionalised or operating on the outside?This webinar will share recent research and experiences from grievance redress mechanisms (GRMs), citizen monitoring and other approaches, to explore the importance (or otherwise) of these mechanisms, and the factors that support the resolution of problems and complaints in different contexts.We will ask: are successful complaint and resolution mechanisms the key to making governments and institutions more accountable to citizens? Where should such mechanisms sit in relation to the accountability &quot;target&quot; in order to be effective? Who decides what counts as a “complaint” or a “resolution”, and why does this matter? And when governments install such mechanisms, is it because they really want to improve – or is it to distract or derail citizens from collective action about poor services?The webinar will be run using a lively “lightning talks” format and will feature:<ul><li>Suchi Pande, Accountability Research Center: Key findings from an evidence review on research into social audits and grievance redress mechanisms</li><li>Annette Fisher, Freelance practitioner and researcher, and Tom Kirk, Independent researcher: Designing a GRM for joint UN/government service delivery in South Sudan</li><li>Derek Thorne, Integrity Action: What factors lead to resolution when citizens raise problems with public services?</li><li>Isaack Otieno, International Foundation for Electoral Systems: The dynamics of solving problems with public services in Kenya</li><li>Dina Balabanova, London School of Hygiene &amp; Tropical Medicine/SOAS Anti-Corruption Evidence Consortium: Addressing absenteeism: taking into account local structures and power relationships is key to formulating acceptable solutions. Insights from Bangladesh and Nigeria</li><li>Naomi Hossain, Accountability Research Center: Moderator</li></ul>Please note, this event will be recorded and published after the event.

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Resolving citizens' complaints: what makes it happen? Who owns the process?

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