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内容記述 |
This study focuses on complaint-handling systems at the township level in Myanmar and examines the factors that influence township administrators’ prioritization of complaints. Public sector reforms have led to the adoption of complaint-handling systems in countries around the world, and it is important to understand factors that can contribute to improving them. However, little research has been done in Myanmar, where public sector reforms have been under way since its political transition in 2011. We utilized a highly unique data – an original survey of 131 township administrators – to understand the perspectives of local government heads toward the current state of complaint-handling in Myanmar. A conjoint experiment was incorporated into the survey, tasking the respondents with evaluating hypothetical complaints consisting of several attributes. The findings indicate that administrators prioritize responding to complaints that are urgent and those that come from a resident or a group of residents rather than politicians. Furthermore, the results show that administrators are more likely to prioritize complaints for which (i) there are standard operating procedures, (ii) there are sufficient resources available for handling the case, and (iii) collaboration between township-level departments is strong. |
PIRS_2025_04.pdf (523 KB)
