|Introduction : |
Description of the Assignment:
Aspire to Innovate (a2i), a whole-of-government ICT Division program supported by the Cabinet Division and UNDP, catalyzes citizen-friendly public service innovations, simplifying government and bringing it closer to people. The Aspire to Innovate (a2i) Program is the flagship digital transformation program of the government of Bangladesh, infusing massive reform in public service delivery for the last decade. The project's objective is to increase transparency, improve governance, and reduce the time, difficulty, and costs of obtaining government services for the under served communities of Bangladesh. This is to be achieved by the following major three components of the project:
Component 1: Institutionalizing Public Service Innovation and Improving Accountability.
Component 2: Catalyzing Digital Financial Services and Fin-tech Innovations.
Component 3: Incubating Private Sector-enabled Public Service Innovation.
The project is funded by the Government of Bangladesh, UNDP, and other development partners, and is implemented by ICT and Cabinet Division.
Background of the Assignment:
According to a survey (https://www.ti-bangladesh.org/corruption-in-service-sectors-national-household-survey-2017) conducted by Transparency International Bangladesh. The study findings suggest that there is an increasing demand for online GRS platform that can be conveniently accessed by both citizens and service providers (Govt. officials). With this consequence, the online GRS system was launched in 2015 and has been managed by the Cabinet Division. A pilot study conducted by the Social Security Policy Support (SSPS) program under UNDP Bangladesh reported similarly on the ineffective implementation across Government offices, and underutilization by citizens due to lack of awareness and inconsistent functionality across platforms. Based on the lessons learned, the pilot study recommended having a Standard Operating Procedure (SOP), capacity-building initiatives for dedicated resources (human and financial) to track and monitor grievances, consistent implementation across offices and having multiple options (such as a hotline, online website, mobile phone application, etc.) to meet citizen needs.
These endeavors have underscored the necessity of a Grievance Redressal System (GRS) that is within reach of the general populace in Bangladesh. The principal aim of the initiative is to surmount obstacles in the delivery of public services, encourage transparency, and comply with the Sustainable Development Goals (SDG-16). A fundamental survey has already been conducted in 2022 by a2i to evaluate the status of GRS and identify obstructions. Currently, an assessment study is in the works to scrutinize the impact of GRS on the accessibility of public services to citizens, transparency, and the prevention of corruption.
The GRS pilot project desires to appoint an Individual Consultant to evaluate the efficacy of GRS, augment the quality of services, and cultivate accountability by suppressing corruption. The consultant will appraise GRS's function in monitoring and measurement, The aim of this study is to gain insight into the impact of GRS's access to information and innovation on the general public's satisfaction with public services and their experience of the simplified process of filing grievances via the GRS online platform or by calling the national helpline 333 and other access points (Facebook, WhatsApp, mobile apps, etc.). Furthermore, people’s trust in their government is expected to increase, along with other factors. This positive growth is likely to result in an improvement in governance overall.
Period of assignment/services: 45 working days over 3 months.
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