The United Nations’ Peacebuilding Fund (PBF) project has introduced a mobile application aimed at improving public service delivery and establishing strong referral pathways within communities. The mobile app is part of efforts to enhance peace and prevent community-level conflicts, which could disrupt peaceful coexistence and expose communities to the risk of violent extremism.
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Tackling Service Delivery Challenges – PBF
The mobile app by PBF addresses the issues of poor service delivery and ineffective referral systems, both of which can lead to conflicts within communities. By focusing on key sectors such as security, social services, social justice, and health, the app aims to streamline service provision and make it easier for citizens to lodge complaints.
Hands-On Training for Public Service Providers
Representatives from the Ghana Health Service, Ghana Education Service, security agencies, and the Wa West District Assembly were trained on how to use the app effectively. The training included a detailed walkthrough of the app’s dashboard, guiding participants on how to lodge complaints and escalate them to the relevant institutions.
Similar workshops were also conducted in Gwollu, within the Sissala West District, for public service providers in that area.
A Proactive Approach to Conflict Prevention
Madam Rita Nyorka, UNFPA Focal Person at the Upper West Regional Coordinating Council, highlighted the proactive nature of the intervention. She noted that many community members struggle to access public services and, when they do, often find it challenging to address issues related to service delivery. The PBF app is designed to bridge the gap between service providers and clients, ensuring timely redress of complaints and preventing the escalation of grievances.
Encouraging Collaboration and Efficiency
Madam Nyorka emphasised the importance of collaboration between service providers to ensure effective complaint referral and resolution. She encouraged public service providers to address complaints received through the app, highlighting the initiative’s potential scalability to other regions.
Enhanced Accountability with a Scorecard
Mr. Senanu Agbozo, the Project Consultant, observed that while public service providers often receive complaints, the response time is typically slow. The new mobile app will display a scorecard, tracking public feedback and monitoring the resolution of complaints. This feature aims to improve accountability and the speed of service delivery.
Offline Functionality for Broader Accessibility
The app can function both online and offline; however, submitting complaints requires an internet connection. This flexibility ensures that even communities with limited internet connectivity can use the app effectively.
Optimism from Service Providers
During the training, many service providers expressed optimism about the app’s potential to enhance service delivery. Mr. Joseph Gbaara, Deputy Director of Supervision at the Wa West District Education Directorate, stated that some school heads had not been reporting issues such as teacher absenteeism. With the new app, however, the community can report such challenges directly, enabling faster resolution of these issues.
Monitoring Logistics and Future Expansion
To support the app’s implementation, the PBF project also provided the beneficiary districts with monitoring equipment, including a television and a tablet. The project, which spans eight border districts across three northern regions of Ghana, is expected to have a significant impact on enhancing public service delivery and promoting peace within these communities.
Wechiau | Upper West Region | June 23 | 2025
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