Action research on Vietnam's local digital feedback & complaint response systems

Description

Introduction Description: UNDP is seeking a qualified national research institution / a national research-based consulting firm/ a local non-government organization for a n action research on Vietnam's Local Digital Feedback and Complaint Response Systems Duty station: Viet Nam Duration: August - December 2025 Overall objective: - To enhance feedback and complaint response systems , fostering citizen-centric, inclusive and accountable governance in Vietnam. Specific objectives: (1) Conduct an overview of current systems for submitting feedback and complaints (including, but not limited to in-person visits, phone calls, written letters, mobile applications, website portals). This review would especially focus on emerging digital feedback and complaint response systems operated by local governments. Also, the review would pay particular attention to the experiences of ordinary citizens, including vulnerable groups such as persons with disabilities, ethnic minorities, the elderly, and individuals with low levels of education. (2) Provide evidence-based recommendations and suggest a real-life model for local governments to develop and/or enhance the effectiveness of feedback and complaint response systems . The recommendations will place particular emphasis on a detailed description of a digital feedback and complaint response system that is accessible, user-friendly, and responsive. undp.org/procurement/business/resources-for-bidders . Do not create a new profile if you already have one. Use the forgotten password feature in case you do not remember the password or the username from previous registration . Search for the specific tender using search filters and subscribe to the tender in order to get notifications in case of amendments of the tender document. If you need support with the online system, you can contact the contact details of this tender as indicated in the solicitation document. UNDP Viet Nam - Procurement Unit