A recent statistical report from the “Behzisti Monitoring System” (the organization’s official complaints registration platform) reveals two noteworthy points that deserve serious attention.
According to the data collected through three communication channels — the mobile application, the 1482 hotline, and the citizen portal “Didban” — a total of 2,081 messages were registered. Among these, the rehabilitation sector accounted for 1,387 messages (68% of all cases), representing the highest share of complaints.
The large number of messages — or, more precisely, complaints — related to rehabilitation highlights two key issues for us as policymakers and managers in the field of social welfare:
- The vital role of specialized and supportive rehabilitation services, and the sensitivity of beneficiaries to the continuity of professional, financial, and service-oriented support.
- The urgent need to strengthen and enhance the quality of rehabilitation services, both specialized and supportive — a matter that I have continuously emphasized since joining the Welfare Organization.
To address these issues, we have designed the “Golden Triangle of Services”, which consists of:
- Inclusiveness (ensuring all those in need can access services),
- Quality (delivering services at a high standard), and
- Equity (prioritizing service delivery in areas with the greatest need).
Achieving this service triangle requires establishing a “Comprehensive Ecosystem of Participation” within the Welfare Organization — enabling us to overcome budgetary limitations and expand service delivery through public involvement and partnership.
Simultaneously, we developed and adopted the “13 Transformative Shifts” framework within the organization. This roadmap is designed to move beyond inefficient or low-impact methods and transition toward innovative, effective, and sustainable service models — ushering in a new phase of continuous and impactful service delivery.
I firmly believe that to reduce legitimate complaints from both the general public and our specific beneficiaries, there is no alternative but to fully implement the “Golden Triangle of Services” and the “13 Transformative Shifts.”
Finally, as always, I emphasize the importance of establishing the Comprehensive Ecosystem of Participation, adopting modern digital-based rehabilitation methods, and utilizing an AI-driven management dashboard. With the guiding motto “Ya Ali Madad” and through the tireless efforts of our devoted colleagues, I am confident that we will overcome challenges, reduce complaints, and enhance the satisfaction of those we serve.
Your Comment