Within USAID’s Strong Hubs for Afghan Hope and Resilience (SHAHAR) Project, two modules – that of Complaints Management System and Legal and Policy – were installed and configured in the Integrated Financial Management System (IFMS), addressing a lack of transparency and data accuracy. IFMS and its modules are developed by Synergy International Systems, Inc.
Through the Complaints Management System, citizens’ complaints are recorded and processed, and monitored and tracked for resolution. This system will help Deputy Ministry of Municipalities of Afghanistan (DMM) have oversight and awareness of general issues being faced at municipalities across the country and allow them to monitor their resolution and make sure the complaints are addressed. It also generates computerized reports to municipal authorities and DMM.