F4.11 Publish reports on inclusion and user complaints

Principle

F4 Reinforce transparency and accountability

Risk

SV1 Digital distrust, R13 Exclusion

Life Cycle Stage

L5 - Operations and Maintenance

Practices

• Publish metrics on inclusion, showing how the government’s services cater to diverse user groups.

• Publish detailed aggregated reports on user complaints, including the nature of complaints, remedies provided, and time to resolution.

Resources

Case Study

( to come soon..)

References