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Action research on Vietnam's local digital feedback & complaint response systems
Procurement Process
RFP - Request for proposal
Office
UNDP-VNM - VIET NAM
Deadline
28-Jul-25 @ 06:33 AM (New York time)
Published on
14-Jul-25 @ 12:00 AM (New York time)
Reference Number
UNDP-VNM-01609
Contact
Procurement Unit - procurement.vn@undp.org
Introduction
Description: UNDP is seeking a qualified national research institution / a national research-based consulting firm/ a local non-government organization for an action research on Vietnam's Local Digital Feedback and Complaint Response SystemsDuty station: Viet Nam
Duration: August - December 2025
Overall objective:
- To enhance feedback and complaint response systems, fostering citizen-centric, inclusive and accountable governance in Vietnam.
Specific objectives:
(1) Conduct an overview of current systems for submitting feedback and complaints (including, but not limited to in-person visits, phone calls, written letters, mobile applications, website portals). This review would especially focus on emerging digital feedback and complaint response systems operated by local governments. Also, the review would pay particular attention to the experiences of ordinary citizens, including vulnerable groups such as persons with disabilities, ethnic minorities, the elderly, and individuals with low levels of education.
(2) Provide evidence-based recommendations and suggest a real-life model for local governments to develop and/or enhance the effectiveness of feedback and complaint response systems. The recommendations will place particular emphasis on a detailed description of a digital feedback and complaint response system that is accessible, user-friendly, and responsive.
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UNDP Viet Nam - Procurement Unit