Information and Communication Technology (ICT) is now globally recognized as an essential tool for promoting competitiveness, job creation, sustainable development, and overall poverty reduction. A combination of widespread access to broadband and a robust ICT services ecosystem can offer a powerful platform for reducing poverty, improving human development and increasing government transparency and efficiency. ICTs have the potential to transform business and government - driving entrepreneurship, innovation and economic growth and breaking down barriers of distance and cost in the delivery of services. It is in recognition of this that the Government of Malawi is implementing a new project in the realm of ICT – the Digital Malawi Project.
The overall aim of the Digital Malawi project is to extend and improve access to critical ICT infrastructure for the public and private sectors; improve ICT governance; improve access to government services; and facilitate provision of e-services thereby enhancing public service delivery.
The Digital Malawi Project has been divided into four components, namely; digital ecosystems, digital connectivity (infrastructure), digital platforms and services (e-Government) and project management.
The digital ecosystem component will address the formation of new ICT policies, legislation, regulations and regulations. Key among the objectives is the institutional review of the Department of e-Government which is the ICT arm of Government.
It is envisaged that the initiatives under this component will result in reduced broadband prices, high quality and improved availability of government ICT services. The component will also address the establishment of information society systems such computer emergency response team (CERT), digital signatures, economic regulation and universal services fund.
Digital Platform and Services
The digital platforms and services component will enable government create a new shared ICT infrastructure which will allow MDAs to host information systems within it. Through a Malawi Digital Services Portal - a single point of entry (“one stop shop”), Government services like electronic procurement, Integrated Financial Management Information System (IFMIS), document management (EDRMS), voice communication, messaging services, government electronic mail and citizen and business facing e-services will be provided.
The fourth component, project management, covers operational essentials of implementing the project.
This Grievances Redress Mechanism (GRM) has been prepared for the Digital Malawi Foundations Project, which is being implemented by the Public Private Partnership Commission (PPPC) with overall oversight from the Ministry of Information and Communication Technology (MoICT).
The purpose of this GRM is to provide a set of procedures and guidelines on how to handle and resolve complaints, concerns, queries from different stakeholders and beneficiaries that are likely to be affected by or have an interest in the project activities. The GRM will also provide a feedback mechanism for stakeholders with the intention of improving implementation of activities.
The overall aim of the Digital Foundations Project is to extend and improve access to critical ICT infrastructure for the public and private sectors; improve ICT governance; improve access to government services; and reduce infrastructure costs by providing reliable, fast and adaptive government digital systems that will facilitate provision of e-services thereby enhancing public service delivery.
Objectives of the Grievance Redress Mechanism
Grievances are useful indicators of a project’s performance. The aim of this Grievance Redress Mechanism is: -
i. To provide a leeway to receive grievances, dissatisfaction, concerns or feedback from project affected people (or those likely to be affected) and the general public on project design and implementation;
ii. To provide procedures for resolving and addressing project related grievances and concerns;
iii. To facilitate effective communication between the project and affected persons and the general public
As per requirement, we have constituted a Grievance Redress Mechanism Committee which is there to address the complaints and concerns that may be reported as and when they arise. Channels have been put in place for receiving complaints from affected parties. The Project through the committee has designed a mechanism for receiving comments, feedback and complaints from stakeholders and the affected individuals. Project affected parties (individuals and/or communities) and interested public are encouraged to present their complaints or grievances formally through a form labelled Grievance Log -Form I (Click HERE to download the Grievance Reporting Form). Besides this, the Project has also put in place a mobile phone and email address specifically assigned for the GRM purposes. The phone number and email address are as below: -
Mobile phone number - +265 999 988 870
Email address - email@example.com
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