Project Components
This project builds a governance framework and supporting regulations to improve how government entities handle beneficiary feedback. It clarifies roles and responsibilities, establishes oversight mechanisms and defines data management and reporting requirements. The project also reviews relevant legislation to ensure alignment and recommends amendments to strengthen accountability.
A. The Challenge
Without clear governance and regulatory support, agencies struggled to coordinate efforts and monitor compliance with feedback response standards.
B. Our Solution
Our team developed a governance model outlining decision‑making bodies, escalation paths and performance indicators. We drafted regulations and policy guidelines to support implementation and facilitated workshops to align stakeholders.
C. Key Achievements
A coherent governance framework and supportive regulations were adopted, ensuring consistent feedback management across government. Compliance and oversight improved, and agencies gained clarity on roles, processes and accountability.
Project Particulars
Client:
Ministry of Communications and Information Technology
Start Date:
2024
End Date:
2025
Service Area:
Customer Experience
Client Sector:
Government & Public Entities
Duration:
One year
Client URL:
Status:
Completed