The Tunisian government has operated the "e-People" (Digital Public Complaint Portal) system to facilitate communication with its citizens. However, even the most sophisticated system loses its value if the public does not perceive its benefits or utilize it effectively.

The essence of this project goes beyond mere technical upgrades. Our true goal is to inform the public of the system’s existence and increase civil petition satisfaction, thereby building the intangible yet invaluable asset of "public trust in government."

KDS’s Role: The ‘Soft Power’ Overlooking Social Value

This project is operated through a collaborative structure where IT specialized institutions and Korea Institute for Development Strategy (KDS) each leverage their respective expertise. While partner firms handle the detailed system design and construction (BPR/ISP), KDS oversees the "Soft Power" that ensures this digital platform translates into actual social value.

• Project Performance Management (M&E). Measuring the depth of change proven by data.

• Raising Public Awareness. Communication strategies to elicit active citizen participation.

• Sustainable Governance. Inducing voluntary innovation in administrative services.

Strategic Approach: Bridging the Gap between System and Citizens

Korea Institute for Development Strategy (KDS) implements a detailed and inclusive strategy to narrow the gap between the system and its users (citizens).

• Evidence-Based Management. Based on the Project Design Matrix (PDM), we conduct thorough surveys from the baseline to the endline. This transcends simple progress management, serving as a foundational asset for the Tunisian government to establish policies grounded in data.

• Inclusive Communication. We host public hearings and promotional events involving NGOs and citizens directly. By utilizing locally customized promotional content, we increase system utilization and share Tunisia’s innovations with the world through international conferences.

• Incentivizing Innovation. We operate a reward system for civil servants and departments that process petitions swiftly and accurately. By fostering voluntary motivation rather than compulsion, we fundamentally improve the quality of administrative services.

A Stepping Stone for Transparent Democracy

Through this project, Tunisia’s e-People will evolve beyond a simple complaint window to become a firm stepping stone supporting transparent democracy.

Successful ODA is completed not just through the transplantation of technology, but when that technology takes deep root within local institutions and civic consciousness. Korea Institute for Development Strategy (KDS) will remain the most dependable supporter, ensuring that Tunisian civil society seamlessly integrates with technology to lead their own digital development.