Citizen feedback 11-11 center digitally transformed
Smart Government Project Implementation Unit, Sept 23, 2020 Ulaanbaatar. The Government of Mongolia’s Citizen feedback 11-11 center has been digitally transformed by full-upgrading its e-system and hardware under the Smart Government Project, implemented by the Government of Mongolia and financed by the World Bank.
The Citizen feedback service will be integrated into e-Mongolia National Public Service Integrated System very soon.
How it made digital transformation?
✅ The number of channels to receive feedback is increased by 3 remote channels to totally 12 channels in order to meet the needs of digital society citizen. ➡ All digital channels are available in addition to getting the center by themselves and phone calls.
✅ Regardless of digital channels, user friendly environment like face to face communication will be invited him/her. A citizen will be proved by “DAN” SSO system ➡ Your feedback is verified on your name.
✅ Feedback resolving process will be tracked. ➡ You will not waiting the reply, you can see resolving process.
✅ Citizens will assess feedback resolving process ➡ You will assess public servants for more responsiveness.
✅ “Co-browsing” service is adopted. ➡ You can get advice, information, and guidance from 11-11 center operator by seeing ” same screen”.
✅ BA ready database is generated ➡ The Government listens as well as makes your comments and feedbacks in the decisions.
✅ Supporting items of feedbacks i.e. video, pictures and other proving items are attached
What are the channels?
✅ 🚶 Of course you can do face to face communication by getting the center. You can use kiosk machine at 11-11 center.
✅ 📞 Phone call? Yes, dial 11-11. You can leave voice messages during off-hours and weekends. SMS and fax are received.
✅ Digital Channels: web-www.11-11.mn web, web chat, mobile app, firstname.lastname@example.org;
✅ Social media: facebook and twitter.