Documents et rapports
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Assessing Project-Level Grievance Redress Mechanisms Using a Human-Rights-Based Approach : Tips and Tools (anglais)
This note is a resource for World Bank task teams providing technical assistance to Borrowers on grievance redress mechanisms (GRMs). The first step in strengthening a project-level GRM, after discussing...
Type de document: Rapport Numéro du rapport: 173189 Date du document: 18 juillet 2022 Mode de publication: Disclosed Auteur: Masud,Harika,Hélène Pfeil,Agarwal,Sanjay,Kumagai,Saki
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Insights into Grievance Mechanisms : Findings from a Survey of Grievance Focal Points in Project Implementation Units (anglais)
In April and May 2020, a first-of-a-kind survey was conducted by the World Bank with project implementation unit (PIU) focal points responsible for the operation of grievance mechanisms (GMs) in World...
Type de document: Rapport Numéro du rapport: 173195 Date du document: 18 juillet 2022 Mode de publication: Disclosed Auteur: Hélène Pfeil,Agarwal,Sanjay
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Fostering the Inclusion of Disadvantaged and Vulnerable Individuals or Groups in Project-Level Grievance Mechanism (anglais)
As part of a community-driven development project, an electricity generator was placed next to a house in a village. The bedridden woman living in the house and her husband, realizing that the noise of...
Type de document: Rapport Numéro du rapport: 173197 Date du document: 18 juillet 2022 Mode de publication: Disclosed Auteur: Hélène Pfeil,Agarwal,Sanjay
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Gaining Traction or Spinning Wheels? Factors Influencing the Effectiveness of Grievance Mechanisms in World Bank-Financed Projects (anglais)
This paper explores which factors influence the success of a GM and under what circumstances GMs trigger, or fail to trigger, improvements in project design, changes in power dynamics, or community relations...
Type de document: Rapport Numéro du rapport: 173187 Date du document: 18 juillet 2022 Mode de publication: Disclosed Auteur: Hélène Pfeil,Agarwal,Sanjay
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Citizen-led Grievance Redress for Road Construction and Urban Infrastructure Upgrades : Experiences from Two Projects in Rwanda (anglais)
This case study examines the grievance redress mechanisms (GRMs) put in place for two World Bank financed projects in the Republic of Rwanda: the Feeder Roads Development Project (FRDP) and the Rwanda...
Type de document: Rapport Numéro du rapport: 173186 Date du document: 18 juillet 2022 Mode de publication: Disclosed Auteur: Rugege,Denis,Nkulanga,George Bob,Hélène Pfeil,Agarwal,Sanjay
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A Global Stock-Take of Country-Owned Grievance and Feedback Mechanisms : Trends and Good Practices - Case Studies (anglais)
A grievance mechanism (GM) is a set of procedures and processes to receive, address, and resolve feedback, including complaints, queries, suggestions, and compliments. It is a tool for facilitating the...
Type de document: Rapport Numéro du rapport: 173188 Date du document: 29 juin 2022 Mode de publication: Disclosed Auteur: Masud,Harika,Agarwal,Sanjay
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Stakeholder Engagement and Consultations : Tips and Good Practices - Training for Project Implementation Units in the Caribbean (anglais)
This report focuses on training for project implementation units in the Caribbean on stakeholder engagement and consultations.
Type de document: Rapport Numéro du rapport: 172957 Date du document: 3 avril 2022 Mode de publication: Disclosed Auteur: Agarwal,Sanjay,Gurkan,Asli
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Effective, Human Rights-based Grievance Mechanisms (anglais)
Grievance Mechanisms is a mechanism, or set of procedures and processes, to be used to address and resolve issues and complaints related to project implementation. Some common characteristics of effective...
Type de document: Rapport Numéro du rapport: 173194 Date du document: 28 février 2022 Mode de publication: Disclosed Auteur: Agarwal,Sanjay
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Identifying and Engaging the Invisible and Voiceless : A Targeted Community Assessment of Vulnerable Groups and Individuals (anglais)
In every country, certain individuals and groups find themselves excluded from fully participating in political, economic, and social life. The barriers they face can be systemic or linked to attitudes...
Type de document: Rapport Numéro du rapport: 166756 Date du document: 9 décembre 2021 Mode de publication: Disclosed Auteur: Pfeil,Helene,Agarwal,Sanjay
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Analysis of Gaps between National Legislation of Georgia and World Bank Environmental and Social Framework (anglais)
This study assesses Georgia’s national legislation through the lens of the Word Bank’s Environmental and Social Framework (ESF). The ESF went into effect in 2018, marking a significant step forward in...
Type de document: Rapport Numéro du rapport: 149811 Date du document: 18 juin 2020 Mode de publication: Disclosed Auteur: Georgieva,Sophia V.,Kapanadze,Darejan,Jijelava,David,Lukic,Jelena,Jikia,Liana,Kaviladze,Irakli,Vashakmadze, Vano,Ishihara,Satoshi,Agarwal,Sanjay,De Abreu Ferreira,Sofia
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Indicators of citizen-centric public service delivery (anglais)
This report and the instruments it proposes aim at assisting public administrators in ensuring that their service delivery mechanisms respond to the needs and expectations of citizens. This document summarizes...
Type de document: Document de travail Numéro du rapport: 126399 Date du document: 1 mai 2018 Mode de publication: Disclosed Auteur: Pfeil,Helene,Agarwal,Sanjay,Bernstein,David S.,Recanatini,Francesca,Knack,Stephen,Ladegaard,Peter Farup
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Europe and Central Asia - Development of EU governance indicators : indicators of citizen-centric public service delivery – final report : Citizen-Centric Governance Indicators Final Report (anglais)
The report is structured into five parts. Part one presents the conceptual framework that forms the backdrop for developing citizen-centric service delivery indicators and summarizes what citizen-centric...
Type de document: Document de travail Numéro du rapport: AUS0000222 Date du document: 16 mars 2018 Mode de publication: Disclosed Auteur: Pfeil, Hélène,Agarwal,Sanjay,Recanatini,Francesca,Knack,Stephen,Ladegaard,Peter Farup,Bernstein,David S.
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International practices to promote budget literacy : key findings and lessons learned (anglais)
A budget is a vital document that lays out a government’s economic priorities in terms of policies and programs. The World Bank team’s preliminary scrutiny of practices aimed at promoting budget literacy...
Type de document: Publication Numéro du rapport: 115788 Date du document: 5 juin 2017 Mode de publication: Disclosed Auteur: Masud,Harika,Pfeil,Helene,Agarwal,Sanjay,Gonzalez Briseno,Alfredo
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Recent developments and key considerations impacting the operations of one-stop shops for citizens : a summary of major trends and a design guide for citizen service centers (anglais)
Countries across the globe are establishing new and improving existing citizen service centers (CSCs) to better serve their citizens. This note provides an overview of recent developmentsimpacting CSC...
Type de document: Fiche Numéro du rapport: 117079 Date du document: 1 juin 2017 Mode de publication: Disclosed Auteur: Pfeil,Helene,Schott,Berenike Laura,Agarwal,Sanjay
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Municipal citizen service centers in Southeastern Europe : survey results on success factors, challenges, and the human rights approach of municipal one-stop shops in the Western Balkans (anglais)
This report presents the results of an online survey administered in six southeastern European countries: Albania, Bosnia and Herzegovina, Kosovo, Macedonia, Montenegro and Serbia. The survey was aimed...
Type de document: Fiche Numéro du rapport: 117084 Date du document: 1 juin 2017 Mode de publication: Disclosed Auteur: Pfeil,Helene,Agarwal,Sanjay,Schott,Berenike Laura
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One-stop shops in Vietnam : changing the face of public administration for citizens and businesses through a single door to multiple services (anglais)
This case study analyzes the development of one-stop shops in the Socialist Republic of Vietnam, from inception of the first one in Ho Chi Minh City in 1995 through the full roll out of this model of integrated...
Type de document: Fiche Numéro du rapport: 117081 Date du document: 1 juin 2017 Mode de publication: Disclosed Auteur: Blunt,Melvyn,Davidsen,Soren,Agarwal,Sanjay,Pfeil,Helene,Schott,Berenike Laura
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The city of Pancevo’s citizen service center, Serbia : streamlining service delivery and fostering inclusion at the municipal level (anglais)
Ova studija slučaja pruža pregled Gradskog uslužnog centra u Pančevu (GUC) koji, od uspostavljanja 2009. godine, pruža čitav niz opštinskih usluga građanima pod istim krovom. Studija istražuje mere koje...
Type de document: Fiche Numéro du rapport: 117080 Date du document: 1 juin 2017 Mode de publication: Disclosed Auteur: Pfeil,Helene,Agarwal,Sanjay,Schott,Berenike Laura,Johns,Kimberly D.
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The city of Pancevo’s citizen service center, Serbia : streamlining service delivery and fostering inclusion at the municipal level : Gradski uslužni centar Grada Pančeva, Srbija : jednostavnije pružanje usluga i podsticanje inkluzije na lokalnom nivou (serbe)
Ova studija slučaja pruža pregled Gradskog uslužnog centra u Pančevu (GUC) koji, od uspostavljanja 2009. godine, pruža čitav niz opštinskih usluga građanima pod istim krovom. Studija istražuje mere koje...
Type de document: Fiche Numéro du rapport: 117080 Date du document: 1 juin 2017 Mode de publication: Disclosed Auteur: Pfeil,Helene,Agarwal,Sanjay,Schott,Berenike Laura,Johns,Kimberly D.
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Citizen service centers in Kenya : the role of Huduma Centers in advancing citizen-centered service delivery in a context of devolution and digitization (anglais)
This case study analyzes the Huduma Kenya program, under which the Government of Kenya is advancing citizen-centered public service delivery through a variety of channels, including deploying digital technology...
Type de document: Fiche Numéro du rapport: 117082 Date du document: 1 juin 2017 Mode de publication: Disclosed Auteur: Firestone,Rachel Sohn,Schott,Berenike Laura,Kinuthia,John Muratha,Omollo,Annette,Agarwal,Sanjay,Pfeil,Helene,Johns,Kimberly D.,Kumagai,Saki
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Human rights-based assessment tool for citizen service centers : moving toward a rights-based approach in design, strategy, and implementation (anglais)
This note provides practical advice on how to adopt a human rights-based assessment for the design, strategy, and implementation of service delivery by citizen service centers. Designed for World Bank...
Type de document: Fiche Numéro du rapport: 117083 Date du document: 1 juin 2017 Mode de publication: Disclosed Auteur: Pfeil,Helene,Schott,Berenike Laura,Agarwal,Sanjay