Government Communication Mechanisms through Digital Service Platforms in Managing Citizen Complaints Case Study" Unified Government Complaints  System"

Document Type : Original Article

Author

Assistant Professor of Public Relations and Advertising, Head of Integrated Marketing Communications Department, Faculty of Media, Menoufia University

Abstract

Government Communication Mechanisms Through Digital Service Platforms in Managing Citizen Complaints: A Case Study of The Unified Government Complaints System
The Study Focused on Applying The Case Study Methodology To The “Unified Government Complaints System Headed by The Egyptian Council of Ministers, Through Evaluating The Communication Performance of The Unified Government Complaints System. The Study Focused on Applying The Model of “Sustainable Government Institutional Communications Efficiency”, and Presenting a Proposed Vision from The Results of The Research in Developing Government Institutional Communications in The Unified Government Complaints System.
The Study Varied Between Research Tools in Collecting Information about The Case Study, Including: Discussion Sessions (Focus Groups), In-Depth Interview Guides, Qualitative Content Analysis of Documents and Digital Platforms, Audience Study, and Analysis of The Interactive Forms of Followers of The Content on The Official Platforms Of The System.
The Results of The Study Showed The Interest of The Unified Government Complaints System in Diversity in The Organizational Units and Technical Functions. But The Results Reflected Absence of a Government Institutional Communication System in The Work Structure of The Complaints System.  The Study Presented a Proposed Strategic Vision for Developing The Organizational and Communication Aspects Related To Government Institutional Communication Activities in The Unified Government Complaints System, by Submitting a Proposal To Establish The “Center for Institutional Communication and Media Relations,” and Developing Its Vision Through: The Communication Policy of The System - The Organizational Structure and Functional Structure of The Proposed Center - The Community Participation Strategy - The Institutional Media Publishing Strategy.
 

Keywords

Files

Share

How to cite

Statistics