From Complaints to Opportunities: Analyzing Grievance Trends and Responsiveness in the 4Ps

Kris Ann Melad

No DP 2023-25, Discussion Papers from Philippine Institute for Development Studies

Abstract: The 4Ps grievance redress system (GRS) is designed to facilitate due process in resolving the concerns and complaints about the program of beneficiary households, program stakeholders, and the general public. As with other social programs globally, the 4Ps GRS serves as a social accountability measure in response to risks of error, fraud, corruption, and leakages due to the intensive requirements and complexity of its operations. This study investigates the 4Ps GRS by analyzing grievance case data from 2010 to 2022. Key patterns and challenges emerged, with a notable increase in grievance volume following procedural guideline upgrades and calamitous events, while cases declined due to malfunctioning Management Information Systems (MIS). Payment-related issues topped grievances in terms of volume, reflecting challenges in cash transfer distribution as expected since the payment of grants is a key feature of a conditional cash transfer. In-person modes dominated grievance filing, emphasizing the importance of direct interaction and capacity building of staff to manage grievances effectively. Grievance resolution rates were generally high, but a decline in 2021-2022 highlighted a need to review procedures. Regression analysis indicated factors influencing timely resolution, including mode of submission and regional disparities. Interviews from previous studies revealed limited beneficiary awareness, cases of delayed resolutions, and a need for better access to case updates. Recommendations include strengthening data management, improving staff capabilities, promoting beneficiary awareness, and implementing regular evaluation and monitoring. These findings underscore the necessity of targeted approaches for grievance resolution in the 4Ps program. Comments to this paper are welcome within 60 days from the date of posting. Email publications@pids.gov.ph.

Keywords: grievance redress; 4Ps; cash transfer; resolution timeline; survival analysis; pantawid pamilyang pilipino program (search for similar items in EconPapers)
Pages: 67
Date: 2023
New Economics Papers: this item is included in nep-sea
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.pids.gov.ph/publication/discussion-pap ... nsiveness-in-the-4ps (application/pdf)

Related works:
Working Paper: From Complaints to Opportunities: Analyzing Grievance Trends and Responsiveness in the 4Ps (2024)
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:phd:dpaper:dp_2023-25

DOI: 10.62986/dp2023.25

Access Statistics for this paper

More papers in Discussion Papers from Philippine Institute for Development Studies Contact information at EDIRC.
Bibliographic data for series maintained by Michael Ralph M. Abrigo ().