Guide to the Foad 128 System: A system for the immediate handling of citizens' complaints about the administrative system.

The Foad 128 system is designed to quickly address citizens' problems and dissatisfaction with the performance of the administrative system. This system has been created to eliminate obstacles that often lead to confusion and distress among people, and until now, there has been no effective way for them to follow up. Foad 128, with the slogan 'solving problems in less than 5 hours,' strives to promptly review citizens' complaints and inform them of the results. 

About 75 to 80 percent of the complaints filed in this system relate to the quality and manner of service delivery and do not require the submission of complex documents. Meanwhile, the remaining 20 to 25 percent require documented investigations.

Foad 128 focuses on seven main criteria for improving service quality.

1. Transparency in laws and informing citizens about the regulations of executive bodies.

Clarity of administrative processes to prevent confusion among applicants.  

3. Observing respect and honoring the clients.
 
4. Proper access to services during business hours and preventing responses like 'It cannot be done today'.
 
5. Avoiding illegal delays in carrying out tasks and postponing work without valid reasons.

6. Continuous presence of employees at their workplace and appointing a substitute in case of absence.

7. Prevent the creation of unnecessary barriers in service delivery.

 These criteria have been communicated to the executive agencies of Qazvin province and will serve as the basis for evaluating their performance.

What is the difference between Favad 128 and other systems?

Systems like 136 (General Inspection Organization) mainly focus on corruption-related issues, and handling complaints there may take at least a month. Additionally, system 111 (Communication with the Presidency) is designed to transfer public requests to the President, and investigations there are also time-consuming (15 to 20 days). These systems primarily have a referral role and transfer complaints to the relevant authorities.

On the other hand, previous systems like the public satisfaction measurement system (based on QR codes) were primarily used for reporting to managers and evaluating employee performance in the long term, and they did not have an immediate impact on improving services. Favad 128, however, focuses on immediate handling and follow-up until results are achieved, directly addressing the quality of service provision without delving into service content. Planning for the integration of these systems with Favad in the future has also been considered.

How does the operation process of the Foad 128 system work?

Citizens can report their complaints by calling the number 128. The process for handling these complaints is as follows:

1. Preliminary investigation to ensure the complaint is related to Foad's area of activity.

2. Caller authentication through the Shahkar system.

3. Matching the complaint with the seven main criteria of Foad.

4. Sending the tracking code to the citizen via SMS.

5. Referring the complaint to the relevant executive body with the tracking code.

6. Coordination of the central apparatus with the provincial unit for swift follow-up.

7. Informing the citizen of the result in the shortest possible time.

This system is currently active in a trial phase in Qazvin province, and other provinces do not have the option to use it for now. The goal of Foad is to complete the entire process in 2 to 3 hours, but in the initial phase, a promise of handling the process in 5 hours has been given.

One of the unique features of Foad is the provision of a "heat map" that instantly shows which executive bodies are facing complaints in which areas and to what extent. This capability allows for targeted and precise monitoring.

Source: Law Identifier