IFMS Complaints Management System Improves Transparency and Makes Afghan Officials Accountable

Within USAID’s Strong Hubs for Afghan Hope and Resilience (SHAHAR) Project, the Integrated Financial Management System (IFMS) is providing solid mechanisms that are currently being employed by by Deputy Ministry of Municipalities of Afghanistan to effectively manage citizens’ concerns. The mechanism – which is part of IFMS developed by Synergy International Systems – is rendering the handling of citizens’ complaint transparent.

“The system, created in close collaboration with DMM and partner municipalities, aimed at handling complaints as quickly as possible through a transparent mechanism. It involves tools for collecting and tracking complaints and informing residents of the progress toward resolution. Complaint Management Systems was successfully installed in all 33 municipalities and is accessible online. Now, citizens can express their concerns and comments on issues ranging from potholes on the main roads and dirty street conditions to incorrect tax assessments on person property or business. It’s worth mentioning that, the performance of the municipalities in responding to the complaints and its final resolution are being closely monitored by DMM,” is stated in a project success story by USAID.

Read the USAID Newsletter to find more on this project, as well as watch the project video produced by USAID SHAHAR.