Questions/Answers
Вопрос 1
Пожалуйста, кратко опишите инициативу, какую проблему или задачу она стремится решить и укажите ее цели (максимум 300 слов)
Bekhedmetkom Platform goals:
1. provide channels for citizen to express their opinions
2. reinforce accountability and transparency
3. enhance effectiveness, efficiency and productivity
4. avoid corruption
5. increase citizens' satisfaction on government services
6. monitor and address citizens' comments on government services
7. adopt outcomes in developing and evaluating individual and institutional performance
8. planning tool based on information
Вопрос 2
Пожалуйста, объясните, как инициатива связана с выбранной категорией (максимум 100 слов)
1.submitting complaints, comments , reports and compliments on government services is made available for all citizens categories
2. there are five different channels for submitting complaints, comments , reports and compliments
3. issue periodical reports on specific key performance indicators such as delayed responses, customer satisfaction, closed applications and the quality of responses
4. issue analytical studies on the most important topics including received applications to identify the weaknesses in government services delivery to find out solutions for enhancement
Вопрос 3
а. Пожалуйста, укажите, какие ЦУР и мишени поддерживает инициатива, и конкретно опишите, как инициатива внесла вклад в их реализацию (максимум 200 слов)
1.submitting complaints, comments , reports and compliments on government services is made available for all citizens categories
2. there are five different channels for submitting complaints, comments , reports and compliments
3. issue periodical monitoring reports on specific key performance indicators such as delayed responses, customer satisfaction, closed applications and the quality of responses
4. issue analytical studies on the most important topics including received applications to identify the weaknesses in government services delivery to find out solutions for enhancement
б. Пожалуйста, опишите, что делает инициативу устойчивой в социальном, экономическом и экологическом отношении (максимум 100 слов)
1. there is a steering committee to supervise and monitor the work of the platform and sustain the updates
2. all issued reports are submitted to the Cabinet and the concerned ministers are directed to take the required actions (follow-up, action plan)
3. there is an operation room that monitor and follow-up focal points from different government entities and provide technical support
4. 106 government entities are included in the platform
5. this platform is a central national system for all government entities
Вопрос 4
а. Пожалуйста, объясните, как эта инициатива позволила устранить существенный недостаток в государственном управлении или государственной службe в контексте конкретной страны или региона. (Максимум 200 слов)
applications are categorized to five different pillars (quality of service, service delivery time, employee behavior, service procedures, service delivery infrastructure ). these categories help address the shortfall in public service delivery and take required direct actions. afterwards, an analytical study is performed to specify the reasons behind the shortfall and find the appropriate solution.
б. Пожалуйста, опишите, как ваша инициатива направлена на решение проблемы гендерного неравенства в стране. (Максимум 100 слов)
the platform is available for all citizens categorizes and the applications are tackled regardless the gender of the applicant
с. Пожалуйста, опишите, кто был целевой группой (группами), и объясните, как инициатива улучшила результаты для этих целевых групп. (Максимум 200 слов)
citizens, students, investors, laborers, employees, business owners
following up the applications received by the platform helps enhance the level of all services provided by the government
Вопрос 5
а. Пожалуйста, опишите, как была реализована инициатива, включая основные события и шаги, мероприятия по мониторингу и оценке, а также хронологию. (300 слов)
the key development was that the government declared its commitment to deliver the voice of the citizen within 100 days.
1. a scope was determined for the central national complaint management platform that included government entities that provide direct services to citizens
2. applications were provided in different types (complaints, ask government, compliment, report, suggestion)
3. make the platform accessible through different channels (mobile application/ bekhedmetkom, web access/ www.jordan.gov.jo, national contact center +962 6 5008080, chat bot/ facebook)
4. business model was prepared for complaints' quality assurance in the process of complaints management
5. set up a dashboard for the prime ministers , ministers , secretary generals and citizens. the dashboard includes selected KPIs
6. the platform was launched and implemented
б. Пожалуйста, объясните, с какими препятствиями столкнулись и как их преодолели (100 слов).
1. first of all, not all government entities was interested in the platform. this was overcame by direct instructions from the prime minister.
2. the training of all focal points should be within the 100 days of the government commitment.
3. the business model of the platform, that reinforces minister's mandate, was rejected by the government institutions. this was resolved when regulatory instructions were approved and circulated by the Cabinet.
Вопрос 6
а. Пожалуйста, объясните, каким образом инициатива является инновационной в контексте вашей страны или региона (максимум 100 слов)
1. it is an electronic platform that is accessible through different channels
2. interactive platform (send notifications)
3. two levels of categorizations of importance and pillar of applications that generate SLAs (service level agreement) with specific timeline
4. feedback/ evaluation from the applicant side
5. live dashboard
6. KPIs
б. Пожалуйста, опишите, если применимо, как данная инициатива почерпала вдохновение из успешных инициатив, проведенных в других регионах, странах и населенных пунктах (максимум 100 слов)
N/A
Вопрос 7
а. Была ли инициатива перенесена и / или адаптирована к другим условиям (например, в другие города, страны или регионы), насколько известно вам и вашей организации? Если да, пожалуйста, объясните, где и как (максимум 200 слов).
this initiative is applied to Human rights field, grievances and complaints against smoking in public areas
б. Если еще не перенесенa / адаптированa к другим условиям, опишите, пожалуйста, возможность адаптации.
N/A
Вопрос 8
а. Какие конкретные ресурсы (например, финансовые, человеческие или другие) были использованы для реализации инициативы? (Максимум 100 слов)
human resources:
operation room: 6 employees
220 focal points from 106 government entities
financial resources:
maintenance contract worth JD 10000 on yearly basis
capacity building worth JD 20000 on yearly basis
б. Пожалуйста, объясните, что делает инициативу устойчивой с течением времени, в финансовом и институциональном плане (максимум 100 слов).
1. an amount of money is allocated specifically for the platform from the country's general budget
2. a government complaint unit was established to sustain the platform work
Вопрос 9
а. Была ли инициатива официально оценена как внутренне, так и внешне?
Нет
Вопрос 10
Пожалуйста, опишите, как инициатива стремится работать интегрированным образом в рамках своего институционального ландшафта - например, как инициатива работает горизонтально и/или вертикально на разных уровнях управления?. (Максимум 200 слов)
1. a group of main sectors were selected and shown to the applicants through the channels.
2. the applications are categorized by the main focal point to be forwarded to the institution within a certain sector
Вопрос 11
В Повестке дня в области устойчивого развития на период до 2030 года особое внимание уделяется сотрудничеству, участию, партнерству и интеграции. Пожалуйста, опишите, какие заинтересованные стороны были вовлечены в разработку, реализацию и оценку инициативы и как протекало это взаимодействие. (Максимум 200 слов)
the main purpose of the initiative is to engage citizens in improvements in service delivery and government performance.
our stakeholders are:
1. citizens
2. government entities
3. focal points from government entities
4. steering committee to oversee the progress of the initiative
the government complaints platform was designed and launched in response to one of the government 100-day commitments. a trial period was launched for three months in order to receive comments and notes of our stakeholders.
afterwards, the comments were reflected and applied to the design, implementation and evaluation and then the official launch was initiated up to date.
we are still working on enhancements according to the comments and notes we received during the last year.
Вопрос 12
Пожалуйста, опишите основные извлеченные уроки и то, как ваша организация планирует улучшить инициативу (максимум 200 слов)
we should have SLAs, multiple channels for access, evaluation (e-rating), specific KPIs, dashboard for all management levels, analytical reports based on categorized database to enable decision makers from taking decisions.
based on comments and notes received from our partners and based on the platform purpose to engage citizens, we improve the initiative. we have a plan that highlight the legislation, business and procedures, technical requirements, capacity building, promotion and operation room.