Project Objectives

Non-transparent and unaccountable service delivery processes have their roots in non-representation of and disregard for the needs of ordinary citizens. Consequently the people who suffer the most are the vulnerable; including women and minorities. Moreover essential information enabling citizens to get proper services from the state is difficult to access.  For instance, the procedure and fees to obtain basic services such as birth certificate, national ID card, electricity or telephone connections, etc. are not well known. This lack of transparency alienates citizens, provides grounds for misleading information on public services and gives rise to administrative abuses. Therefore to improve the quality of life of the public in general and the vulnerable in particular, public service delivery needs to be made more transparent and access to appropriate channels of information and grievance redress needs to be ensured for all. This project has been designed to address these issues and has the following objectives:

• To improve redress and response systems and procedures on accountability, transparency and integrity (ATI) to enable closer alignment with the needs and expectations of citizens;
• To increase public demand for ATI in service delivery; and  
• To facilitate availability of and access to information regarding grievance redress and service delivery mechanisms and standards.