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Strengthening the citizen-state compact through feedback : effective complaint management as a pathway to articulate citizen voice and improve state response (English)

The Palestinian Authority is committed to improving state-citizen relations through various mechanisms including the complaints resolution. The objective of this technical assistance, which has been undertaken at the request of the DGC, is to strengthen the Complaint Handling Mechanisms (CHMs) in five Palestinian ministries/government entities that are supported by World Bank-financed projects, as well as the DGC. This summary report synthesizes key...
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Pfeil, Hélène; Kumagai,Saki; Agarwal,Sanjay; Gonzalez Briseno,Alfredo.

Strengthening the citizen-state compact through feedback : effective complaint management as a pathway to articulate citizen voice and improve state response (English). Washington, D.C. : World Bank Group. http://documents.worldbank.org/curated/en/265311467007229719

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