Questions/Answers
题 1
请简要描述项目所解决的问题或挑战，并具体说明其目标。（最多300字）
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
题 2
请解释该项目如何与所选类别相关联。（最多100字）
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
题 3
a. 请具体说明该项目支持哪个/些可持续发展目标和具体目标，并详细说明该项目如何为这些目标的实施做出了贡献。（最多200字）
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
b. 请描述一下该项目如何在社会、经济和环境方面具有可持续性。（最多100字）
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
题 4
a. 请解释该项目如何解决特定国家或地区范围内的政府管理、公共行政或公共服务方面的重大缺失。 （最多200字）
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.
b. 请描述该项目如何解决国家背景下的性别不平等问题。 （最多100字）
the platform is available for all citizens categorizes and the applications are tackled regardless the gender of the applicant
c. 请描述该项目的目标群体是谁，并解释该项目给目标群体带来的改善成果。 （最多200字）
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
题 5
请描述该项目是如何实施的，包括关键发展和步骤、监测、评估活动以及年表。 （300字）
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
b. 请清楚地解释所遇到的障碍以及这些障碍是如何被克服的。（100字）
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.
题 6
a. 请说明在您所在国家或地区，该项目在哪些方面具有创新性。（最多100字）
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
b. 如果相关，请描述该项目是如何从其它国家和地区的成功项目中获得灵感的。（最多100字）
N/A
题 7
a. 根据您的组织信息，该项目有没有转接或适用到其它情况（例如，其它城市、国家、或者地区）？如果有，请说明在哪里以及是如何进行的。（最多200字）
this initiative is applied to Human rights field, grievances and complaints against smoking in public areas
b. 如果尚未转移/适用到其它情况，请描述其转移的可能性。
N/A
题 8
.使用了哪些具体资源（例如财务、人力或其他资源）来实施该项目？ （最多100字）
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
b. 请从财务和机构角度来解释，是什么确保该项目的长期可持续性？（最多100字）
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
题 9
a. 该项目是在内部还是外部正式评估的？
否
题 10
请描述该项目如何在其机构范围内以整合的方式开展工作; 例如，该项目如何在各级政府中横向或者纵向开展工作？ （最多200字）
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
题 11
2030年可持续发展议程强调协作、参与、合作关系和包容性。请描述哪些利益相关方参与设计、实施和评估计划以及这些参与是如何实现的。 （最多200字）
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.
题 12
请描述主要经验，以及贵组织计划如何改进该项目。（最多200字）
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.