The objective of the consultancy was to develop a multi-channel bi-directional communication infrastructure for the citizens of Rwanda to get in touch with their administration regarding infrastructure projects or complaints in the area of social protection, injustice or violence. This Citizen Complaint Module (CCM) is embedded into the Monitoring & Evaluation Information System (MEIS) of the Local Administrative Entities Development Agency (LODA, the legal successor of the Ruanda Local Development Support Fund, RLDSF).

Citizen are able to express their complaints through different communication channels:

• SMS;
• USSD Cell Phone Service;
• Call Center Hotline;
• Web Form.

After a complaint is submitted, cases are created summarizing complaints on the same topic (a certain school building for example). The communication is designed to be bi-directional, so that citizens receive feedback from the administration about the status of their complaint. All this can be done with support of the CCM where administration staff can reply to complaints directly via SMS or a voice mail for example.