The Wafaqi Mohtasib’s Secretariat (WMS), in accordance with its mandate to facilitate the public with the assistance of Federal Agencies to redress public grievances regarding service provision, has initiated a project in collaboration with UNDP for strengthening public grievance redress mechanisms (SPGRM). The project has the following objectives:
(i) To improve redress and response systems and procedures on accountability, transparency and integrity (ATI) to enable closer alignment with the needs and expectations of citizens;
(ii) To increase public demand for ATI in service delivery; and
(iii) To facilitate availability of and access to information regarding grievance redress and service delivery mechanisms and standards.
According to conservative government estimates, annual losses to the exchequer related to lack of ATI are to the tune of Rs. 200 billion (approximately US $ 3.3 billions). There is a lack of reliable information on the extent & prevalence of corruption in the country. The available data points toward the perception of widespread corruption in all sectors of the economy from service utility provision, such as water & power, to the education & health sectors as well as the law enforcing agencies.
All sections of the society interact with these agencies on a daily basis & are adversely affected; the poor & the vulnerable more so than the rest, by the malpractices & the non – transparent complicated processes. The problems created by public institutions not delivering in accordance with the specified standards, either due to lack of capacity or corrupt practices, is exacerbated by the inability of oversight institutions, i.e. police, courts & redress mechanisms, to protect citizens rights & to hold the service providers accountable. While people are aware of the deficiencies & malpractices in the existing systems, there is general lack of knowledge about redress mechanisms, which manifests itself in a sense of helplessness & hence lack of collective demand for accountability & transparency.
The role of the consultant:
The SPGRM project, thus seeks a consultant for developing a strategic framework for civil society partnership in creating mass awareness about redress mechanisms. The civil society organizations (CSOs) will launch the public awareness activity, to achieve the objectives of SPGRM, by rolling out the social mobilizing campaign in the five pilot districts (first phase), identified (Lahore, Karachi, Peshawar, Quetta & Skardu). After execution of the first phase, the campaign will be extended to other districts too.
The consultant will deliver;
- A simplistic and applied research in the area of development partnership/CSO engagement undertaken for development causes and rationales. This will focus on institutional arrangements and parameters that are critical in engaging implementing partners for achievement of projects’ holistic communication objectives. The recommendations of the consultant should take into account the idiosyncrasies of Pakistan’s civil society sector, their operations at the grass roots level, and their interface with the communities/beneficiaries.
- The analytical study for analyzing national & local CSOs capacities and resources that are relevant for the governance provisions (specifically related to grievance redress mechanisms, ATI, mainstreaming citizenship), including the contents of these services, funding, human resources, technical and technological capacities etc. When looking at the services, consultant will be asked to take into account not only direct, but also process-oriented services such as advocacy, monitoring, and also the support NGOs require, the extent of networking etc.
- The best practice examples of state (national and local) – civil society joint work in the area of public grievance redress mechanisms.
- A draft of strategic framework that will serve as guiding instrument for CSO(s) to be engaged. The strategic framework will comprise of;
o The descriptive module reflecting the entire content & modes of messages for the CSO(s) to be imparted at the grassroots, taking into account the diverse culture including linguistic features of the country natives.
o The methodology for the CSO(s) in implementing the SPGRM objectives at horizontal level by taking into account the barriers preventing the CSO(s) for their contribution in the area of good governance. This will assist the SPGRM project to overcome those impediments.
o The training module for CSO(s) orientation programme to meet the project objectives.
- An input to SPGRM in designing the ‘Request for Proposals’ in order to support better positioning of CSO(s) as providers of community based services;