Documents et rapports
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Distribution Grid Modernization and Loss Reduction Project in the Dominican Republic : Citizen Engagement Good Practice Case Study (anglais)
Rehabilitating electrical distribution circuits and upgrading electricity metering systems, may seem, at first sight, an undertaking which has little to do with citizen engagement. However, in the World...
Type de document: Rapport Numéro du rapport: 188815 Date du document: 3 avril 2024 Mode de publication: Disclosed Auteur: Pfeil,Helene
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Strengthening Grievance Mechanisms in Georgia : Case Study (anglais)
This note offers an overview of challenges and lessons learned from the 2019 effort, then reviews each of the PIU’s GMs, including the respective GM complaint uptake channels, overall GM architecture...
Type de document: Rapport Numéro du rapport: 173185 Date du document: 29 juin 2022 Mode de publication: Disclosed Auteur: Pfeil,Helene,Masud,Harika
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Human-Rights-Based Assessment Tool for Country-Level Grievance Mechanisms (anglais)
The tool is presented in five sections: section one: general information about the grievance mechanism collects basic information about the responding agency and the environment in which its GM operates...
Type de document: Rapport Numéro du rapport: 173190 Date du document: 29 juin 2022 Mode de publication: Disclosed Auteur: Masud,Harika,Pfeil,Helene
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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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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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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