The Citizen Support Portal

• 作者: Bilkiss Rajahbalee-Cader Doorga Nundram Suraj Ramgolam
• 来源期刊: 美中公共管理:英文版
• 学科: 经济
• 关键词: CITIZEN centric EMPOWERMENT ALL-INCLUSIVE sustainable TRANSPARENCY ACCOUNTABILITY
• 年，卷（期）: 2020,（2）
• 页码范围: 43-56
• 页数: 14页
• 分类号: F42

摘要

In August 2015,Government of Mauritius developed“Vision 2030”,which is a key policy document that charts out the path to transform Mauritius into a high-income,sustainable,innovative,and inclusive economy with modern infrastructure,global connectivity,and advanced skills and technology.In line with“Vision 2030”,government has elaborated,with the assistance of the Commonwealth Secretariat,a Public Sector Business Transformation Strategy,which is built around 10 implementation pillars and which has as main objective to promote and implement a holistic reform and business transformation framework for the public service in Mauritius.It is in this context that the Prime Minister’s Office implemented a Citizen Support Portal(CSP)in April 2017 to place the citizens at the centre of government services delivery by bringing a radical transformation in the process of managing complaints and suggestions received from the public.The CSP enables the citizens to register their complaints/suggestions/general inquiries online on the web address(www.csu.mu),which is subsequently dealt with in a transparent,rule-based,efficient,and timely manner.This government-to-citizen interaction has earned the Citizen Support Unit(CSU)recognition by the Commonwealth Association of Public Administration and Management(CAPAM),the African Association of Public Administration and Management(AAPAM),and at local level with the conferment of the Silver Award at the Public Sector Excellence Awards 2018 amongst others.With its advanced data analytics tool,the CSP enables detailed analysis of complaints and suggestions in order to ensure the production of statistics for government and the public,monitoring and evaluation,planning,informed decisions,as well as policy formulation.Backed by regular media campaigns and radio programmes,the initiative of the CSU has been a resounding success with 83%of cases resolved to the satisfaction of the citizens out of a total of around 91,000 tickets received to date.