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A core aspect of the Egyptian Government’s service delivery improvement strategy is “strengthening accountability to citizens.” Grievance Redress Mechanisms, or GRMs, are an important component in improving such accountability, leading to enhanced citizen engagement and the acceptance of beneficiary feedback as a crucial component of service delivery.
Global experience has shown that improved GRM systems lead to greater customer satisfaction, more targeted service delivery, enhanced efficiency and quality of services, and improved trust between service providers and beneficiaries.
Successful GRMs have the common building blocks of multiple grievance uptake channels; fixed service standards for grievance resolution; clear processing guidelines; and an effective and timely grievance response system to inform complainants of the action taken. The cycle of an effective grievance redress mechanism can be illustrated as follows:
During a two-day workshop held in Cairo, Egypt on April 23-24, 2017, findings from a technical assistance program implemented in the rural sanitation and health sectors in Egypt, global and regional lessons learned, as well as other experiences relevant for projects throughout the World Bank financed portfolio in Egypt will be presented.
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