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Grievance Redress

Grievance Redress Mechanism: A case of Nepal’s Hello Sarkar

Deepa Rai's picture

A section of a footpath is swept away by landslide near the international airport in Kathmandu, Nepal. The roads are slippery and difficult to walk on or even drive due to potholes and delayed maintenance in the valley. These are just few difficulties that I endure during my everyday commute, but what do I actually do about it? I complain about it with my friends, we all nod in agreement and we get on with our everyday chores.

Pranish Thapa, on the other hand, is an exception. A 17 year old student, he has complained on issues ranging from public infrastructures, abuse of power, the quality of education, good governance or the lack of it, etc... His complaints have gone beyond 3000 over the last five years. He lodges his grievances through Hello Sarkar, which literally means Hello Government in Nepali.

Pulled by the abstract of the event organized by Martin Chautari, I decided to see how the case of Grievance Redress Mechansim (GRM) is working in Nepal. The event information stated: Hello Sarkar aims at making the government more accountable to the people by addressing citizens’ grievances on public service delivery directly. It is located at the heart of the state machinery, the Office of the Prime Minister and the Council of Ministers. Concerned citizens can approach the system via phone (toll-free number- 1111), mobile texts, email, social media or website.

The Umpteenth Blog on using SMS Feedback in Projects…Now with Support!

Aaron Seyedian's picture

With shiny apps hogging the mobile spotlight these days, one could be forgiven for forgetting about SMS (“Short Message Service” or text messaging).  But although apps often disguise themselves as universally useful, their data and hardware requirements preclude their widespread use in poor countries.  Amongst the world’s poor, SMS is still king.  Given the World Bank’s mandate to serve the exactly that population, and in response to demand from staff, I recently attended a 2-day Frontline SMS training here in DC.

The training took place on the 2nd floor of the OAS building, otherwise known as the “OpenGovHub.”  The hub hosts many organizations working at the intersection of data, governance and development, including Ushahidi, Accountability Lab and Tech4Dem.  Though only one block from the World Bank, it definitely has a Silicon Valley vibe - open offices, young CEOs, bumperstickered laptops and standing desks abound.  Thankfully, this open and informal environment carried right into the training, giving participants the chance to experiment with the software and engage in candid discussions with Frontline’s leaders.  Two days of training, only one Powerpoint presentation. I know, right!?

On the second day, I was particularly struck by a question posed by Frontline CEO Laura Hudson.  In explaining the design tenets of using FrontlineSMS, she asked us:  “What decisions can you make that exclude the fewest voices?”  That’s a question the Dispute Resolution & Prevention team wants all staff designing grievance redress mechanisms for their projects to ponder as well.