الوثائق والتقارير
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Distribution Grid Modernization and Loss Reduction Project in the Dominican Republic : Citizen Engagement Good Practice Case Study (الإنجليزية)
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...
نوع الوثيقة: تقرير رقم التقرير: 188815 تاريخ الوثيقة: 2024/04/03 حالة الافصاح: Disclosed المؤلف: Pfeil,Helene
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Strengthening Grievance Mechanisms in Georgia : Case Study (الإنجليزية)
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...
نوع الوثيقة: تقرير رقم التقرير: 173185 تاريخ الوثيقة: 2022/06/29 حالة الافصاح: Disclosed المؤلف: Pfeil,Helene,Masud,Harika
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Human-Rights-Based Assessment Tool for Country-Level Grievance Mechanisms (الإنجليزية)
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...
نوع الوثيقة: تقرير رقم التقرير: 173190 تاريخ الوثيقة: 2022/06/29 حالة الافصاح: Disclosed المؤلف: Masud,Harika,Pfeil,Helene
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Identifying and Engaging the Invisible and Voiceless : A Targeted Community Assessment of Vulnerable Groups and Individuals (الإنجليزية)
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...
نوع الوثيقة: تقرير رقم التقرير: 166756 تاريخ الوثيقة: 2021/12/09 حالة الافصاح: Disclosed المؤلف: Pfeil,Helene,Agarwal,Sanjay
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Indicators of citizen-centric public service delivery (الإنجليزية)
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...
نوع الوثيقة: ورقة عمل رقم التقرير: 126399 تاريخ الوثيقة: 2018/05/01 حالة الافصاح: Disclosed المؤلف: 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 (الإنجليزية)
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...
نوع الوثيقة: المطبوعات رقم التقرير: 115788 تاريخ الوثيقة: 2017/06/05 حالة الافصاح: Disclosed المؤلف: 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 (الإنجليزية)
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...
نوع الوثيقة: مذكرة موجزة رقم التقرير: 117079 تاريخ الوثيقة: 2017/06/01 حالة الافصاح: Disclosed المؤلف: 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 (الإنجليزية)
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...
نوع الوثيقة: مذكرة موجزة رقم التقرير: 117084 تاريخ الوثيقة: 2017/06/01 حالة الافصاح: Disclosed المؤلف: 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 (الإنجليزية)
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...
نوع الوثيقة: مذكرة موجزة رقم التقرير: 117081 تاريخ الوثيقة: 2017/06/01 حالة الافصاح: Disclosed المؤلف: 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 (الإنجليزية)
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...
نوع الوثيقة: مذكرة موجزة رقم التقرير: 117080 تاريخ الوثيقة: 2017/06/01 حالة الافصاح: Disclosed المؤلف: Pfeil,Helene,Agarwal,Sanjay,Schott,Berenike Laura,Johns,Kimberly D.
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Human rights-based assessment tool for citizen service centers : moving toward a rights-based approach in design, strategy, and implementation (الإنجليزية)
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...
نوع الوثيقة: مذكرة موجزة رقم التقرير: 117083 تاريخ الوثيقة: 2017/06/01 حالة الافصاح: Disclosed المؤلف: Pfeil,Helene,Schott,Berenike Laura,Agarwal,Sanjay
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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 (الصربية)
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...
نوع الوثيقة: مذكرة موجزة رقم التقرير: 117080 تاريخ الوثيقة: 2017/06/01 حالة الافصاح: Disclosed المؤلف: 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 (الإنجليزية)
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...
نوع الوثيقة: مذكرة موجزة رقم التقرير: 117082 تاريخ الوثيقة: 2017/06/01 حالة الافصاح: Disclosed المؤلف: Firestone,Rachel Sohn,Schott,Berenike Laura,Kinuthia,John Muratha,Omollo,Annette,Agarwal,Sanjay,Pfeil,Helene,Johns,Kimberly D.,Kumagai,Saki