STAKEHOLDER ENGAGEMENT PLAN Version: APPRAISAL Date: 21st August 2023 Solomon Islands: Building Capacity in Statistics and Audit in the Solomon Islands (P180723) Office of the Auditor General of the Solomon Islands Solomon Islands National Statistics Office Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 Table of Contents Table of Contents....................................................................................................................................................2 1. Introduction ....................................................................................................................................................3 2. Project Description .........................................................................................................................................3 3. Overall Approach to Stakeholder Engagement ..............................................................................................3 4. Brief Summary of Previous Stakeholder Engagement Activities ....................................................................4 5. Stakeholder Identification and Analysis ..........................................................................................................4 6. Stakeholder Engagement Program ...............................................................................................................11 7. Resources and Responsibilities for Implementing Stakeholder Engagement Activities ................................14 8. Grievance Mechanism ..................................................................................................................................15 9. Monitoring and Reporting ............................................................................................................................18 Annex A – Abbreviations and Acronyms...............................................................................................................19 Annex B – Example Grievance Register ................................................................................................................20 Annex C – Example Grievance Intake Form ..........................................................................................................22 2 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 1. Introduction The overall objective of this Stakeholder Engagement Plan (SEP) is to define a program for stakeholder engagement around the Building Capacity in Statistics and Audit in the Solomon Islands project (CAPSA) hereafter referred to as “the Project,� including public information disclosure and consultation, throughout the entire project cycle. The SEP outlines the ways in which the implementing agencies (IAs) will communicate with stakeholders and includes a mechanism by which people can raise concerns, provide feedback, or make complaints about the Project and any activities related to the Project. This document outlines key sections that seek to guide the IAs throughout the Project lifecycle, to ensure that meaningful, broad consultations have taken place to inform all stakeholders that have an interest in the Project or are directly or indirectly impacted by the Project. 2. Project Description The Solomon Islands Government (SIG) is seeking World Bank (WB) assistance for the Project, which aims to build the capacity of the Solomon Islands National Statistics Office (SINSO) and the National Office of the Auditor General of the Solomon Islands (OAG) to meet their respective mandates in contributing to evidence- based policy-making and improved government accountability. The overall Project objective is to improve the availability and quality of official statistics and audits in the Solomon Islands. The Project is currently being prepared and it is expected that once approved, it will run from December 2023 to December 2028. The Project will be implemented by SINSO and OAG as the IAs and will finance activities to strengthen statistical capacity (Component 1) and audit capacity (Component 2), as well as project management (Component 3). Component 1 will support SINSO for 1) the implementation of the Household Income and Expenditure Survey (HIES) with improved methodologies, 2) improvements to national accounts and economic statistics, and 3) a suite of technical and institutional capacity building activities. Component 2 will support OAG for 1) strengthening quality assurance practices and improving audit quality, and 2) improving the public impact of audits. Component 3 will provide communications support to enhance the public impact and community engagement of both SINSO and the OAG, overall project-specific support and financial management support to the wider project portfolio of the WB in the Solomon Islands. The Project activities can be summarized as: i. HIES data collection, development and promotion of an internal data-sharing platform; ii. information and communications technology (ICT) and office improvements through procuring and installing computers, printers, workstations; and visual communication (VC) equipment; iii. production of business statistics and publications; iv. development of capacity building strategy for strengthening the technical capacity to deliver high- quality audits; and v. Training in leadership, data analysis, and visualization skills. Project-financed activities focus on capacity building and quality service of statistical agencies. Office equipment improvements are small and no physical works will be funded or implemented. Therefore, the environmental and social (E&S) risks for the Project are considered to be low. No potential downstream E&S impacts are anticipated from the implementation of outputs from these technical assistance activities. 3. Overall Approach to Stakeholder Engagement Stakeholder engagement is a crucial step in the Project preparation process. Stakeholder engagement aims 3 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 to achieve open and transparent stakeholder buy-in and commitment to the Project which, in the process, can improve its E&S sustainability and social acceptability. It enables stakeholders to contribute meaningfully to the design and successful implementation of the Project. Effective stakeholder engagement should begin early, during project preparation, and continue regularly throughout project implementation. The project has been assessed as low E&S risk and many of the activities are internally facing. Nevertheless, public interest and engagement in the survey activities will be high due to the sensitive nature of information collected e.g., income data. Furthermore, the unique geography and low levels of internet access in the Solomon Islands means that publishing documents online does not necessarily constitute public access, hence communication via other channels such as face-to-face meetings/workshops, print media, TV or radio, will be important. 4. Brief Summary of Previous Stakeholder Engagement Activities The Project is in its initial stages of preparation, nevertheless some stakeholder engagement has already occurred: 1. OAG conducts frequent meetings with crucial stakeholders, particularly the Ministry of Finance and Treasury (MoFT). MoFT is extensively familiar with the Project and has significantly influenced its development. Discussions have also occurred with United Nations Development Program (UNDP), Australia’s Department of Foreign Affairs and Trade (DFAT), New Zealand’s Ministry of Foreign Affairs and Trade (MFAT), and the United States Agency for International Development (USAID) about OAG capacity building requirements and how this project aligns with other needs. Additionally, the Project has been featured in OAG’s preliminary annual plan, which they have shared with specific stakeholders upon request. 2. SINSO have held formal and informal consultations on the Project with Ministry of National Planning and Development Coordination (MNPDC), MoFT and local donor focal points (organized by MNPDC) including UNDP, World Health Organization (WHO), Japan International Cooperation Agency (JICA), and MFAT (New Zealand). SINSO has also held joint consultations with the WB with Development Partners: DFAT (Australia), Asian Development Bank (ADB), Australian Bureau of Statistics (ABS), International Monetary Fund (IMF), Pacific Technical Assistance Center (PFTAC), and the Pacific Community (SPC). There was positive feedback across all stakeholders. However, when it came to providing funding and technical advisory assistance, only the WB showed positive response for the HIES (including Component 1 activities) and grant finding support. 3. Joint meetings on the preparation of project were held with the World Bank between July 17 and 21, 2023 in Honiara. Meetings included management and staff of SINSO, OAG, MoFT, and other relevant stakeholders from SPC, ABS, ADB, and PFTAC. In addition, the Environmental and Social Commitment Plan (ESCP) and this SEP, when approved by the WB and prior to project appraisal, will be publicly disclosed on the OAG and SINSO websites. 5. Stakeholder Identification and Analysis Stakeholder analysis determines the likely relationship between stakeholders and a project and assists to identify the appropriate consultation methods for each stakeholder group during the life of the Project. Stakeholders can typically be divided into the following categories: • Affected Parties – persons, groups and other entities that are directly influenced (actually or 4 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 potentially) by the Project and/or have been identified as most susceptible to change associated with the Project. • Other Interested Parties – individuals/groups/entities that may not experience direct impacts from the Project but who consider or perceive their interests as being affected by the Project and/or who could affect the Project and the process of its implementation in some way. • Vulnerable Groups – persons who may be disproportionately impacted or further disadvantaged by the Project as compared with any other groups due to their vulnerable status, and that may require special engagement efforts to ensure their equal representation in the consultation and decision- making process associated with the Project. The vulnerability may stem from a person’s origin, gender, age, health condition, economic deficiency and financial insecurity, disadvantaged status in the community (e.g., minorities or fringe groups), dependence on other individuals or natural resources, etc. Key stakeholders to the Project are identified as: 1. Central Government: Ministers, Government Statisticians, Senior Government Officials, Statistics Officers; the Public Accounts Committee (PAC), MoFT, the Office of the Ombudsman, the Leadership Code Commission and the Public Service Commission, who will all have interest in the improved collection and production of statistics and improved audit methodology. 2. Local Government: Provincial governments, Municipal Councils. Through the implementation of the Project, Local Government will have more data collection options and better statistics available to assist their communities. 3. Development partners and donors: international organizations, UNDP, and multilateral and bilateral donors1. Development partners and donors will have more data collection options available to assist countries, including Solomon Islands. The Project components have been specifically designed to support and supplement existing donor funded activities to build institutional capacity of OAG and SINSO. 4. SPC members and Ministries of Pacific Island Countries (PICs), particularly National Statistics Offices (NSOs). All PICs are interested parties because of the potential for significant improvements to data collection efficiency and reduced costs of data collection in the future. 5. Educational Institutions, NGO communities, Civil Societies and Business organizations. The Project will help to produce improved data such as demographics and business statistics. 6. SINSO and OAG employees and consultants to the Project. Who will benefit from the capacity building and training opportunities, and new ICT equipment and furniture provided through the Project. 7. General Public: Who may be engaged as respondents to statistical collection exercises or may be beneficiaries of data driven government policy and planning initiatives. Responding to household surveys may be a burden to the respondent, however the data are intended to be used with positive intentions for various population groups. There is a risk of individual disclosure, which will be managed by anonymizing data in accordance with global best practice and national laws. 1 New Zealand’s MFAT, Australia’s DFAT, USAID, IMF, United Nations Children's Fund (UNICEF), Pacific Association of Supreme Audit Institutions (PASAI), SPC, PFTAC, JICA, WHO etc. 5 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 Additionally, workers engaged under Component 1, as part of their work contracts, will be required to sign an oath of secrecy for confidential reporting or data disclosure as a requirement under the Statistics Amendment Act 2007. Data that has been sufficiently anonymized should be made openly accessible to the public so that it can have broad public benefits. The general public will also benefit from improved production of social statistics and increased assurance that public funds are used for intended purposes. 8. Disadvantaged and vulnerable individuals and groups: The identified vulnerable groups include, among others, women, the elderly, children and adolescent girls, persons with disabilities and residents in remote areas. These groups may have mobility and accessibility issues and their concerns and inputs are not usually considered or integrated in project design and implementation. Furthermore, people who are unable to read may not be able to access information about the Project. The Project may benefit some vulnerable groups due to the collection of updated demographic information which includes gender indicators and disability statistics, which influences local policy decisions. The Project has not identified any disadvantaged or vulnerable individuals or groups who will be negatively impacted by the Project. There are no identified conflicts of interest, or other interested parties. 5.1 Summary of Project Stakeholder Needs Stakeholder needs by Project Component are identified in Table 1. 6 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 Table 1: Stakeholder needs by Project Component Component 1: Strengthening statistical capacity Category Stakeholder Key characteristics Language Preferred notification Specific needs group Needs means Affected Parties SINSO Project beneficiaries. Will have Pijin (as Official Training on the Project E&S employees opportunities to participate in needed), communications, provisions, code of conduct, OHS and capacity building and training English meeting(s), phone requirements to be undertaken, and consultants opportunities and will benefit from calls, emails. access to the workers’ GM to be provision of new ICT equipment and provided before direct workers start. furniture. May have interest in new positions. Will be made aware of the Information on Project opportunities relevant E&S requirements in the provided during regular project/staff ESCP and SEP. meetings, phone calls, and emails (as needed) and available through official communications. General Potential project beneficiaries. Likely Announcements on Any community meetings public. to cooperate in the HIES as long as the internet and undertaken must be culturally the Project benefits are clear to social media pages appropriate. The location of public them, and they are assured that e.g., Facebook, consultations and meetings should individual data is anonymized. Telekom text be near the communities; messaging transportation to and from the arrangements, local venue might be needed. Surveyors radio/TV stations and to speak local languages where programs e.g., necessary. Vulnerable Potential Project beneficiaries. Solomon Islands Radio messages must be translated and/or However, there is potential for Broadcasting into Pijin. disadvantaged project benefits to not reach such Commission, groups groups if they are not consulted newspapers e.g., Surveyors in rural areas to speak with. Solomon Star, Island local language(s) where necessary Sun, public and be able to provide on the spot meeting(s) and translation where necessary. consultation(s) (as needed). The location of public consultation(s) and meeting(s) (where needed) should be near the communities; for households located in far-flung 7 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 areas, service vehicles to ferry participants might be needed; arrangement for child-care and child-friendly meetings and women- specific needs. Meeting(s) may need to be held in the evenings to accommodate needs of youth and women. Interested PAC, other Key stakeholders in the HIES. Must Official HIES survey design to be shared and Parties integrity be informed about HIES activities. communications, workshopped with these institutions. meeting/workshop(s), stakeholders (as required). Central Strong interest in program phone calls, emails. Government complementation and integration. Local May be interested in the outcomes Government and benefits of the Project, Development particularly the design of the HIES English partners questionnaire. Development SPC members Partners should be consulted on and Ministries training programs to ensure they are of PICs complementary. Businesses Strong interest in program outputs Pijin (as Social media, public Information on survey outputs to be and business e.g., robust business statistics. needed), announcements, available through social media and organizations English official official communications. communications. Component 2: Strengthening audit capacity Affected Parties OAG Project beneficiaries. Will have Pijin (as Official Training on the Project E&S employees opportunities to participate in needed), communications, provisions, code of conduct, OHS and capacity building and training English meeting(s), phone requirements to be undertaken, and consultants opportunities and will benefit from calls, emails. access to the workers’ GM to be provision of new equipment. May provided before direct workers start. have interest in new positions. Will be impacted by new procedures and Information on project opportunities methodologies. Will be made aware provided during regular project/staff of the relevant E&S requirements in meetings, phone calls, and emails the ESCP and SEP. (as needed) and available through official communications. 8 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 UNDP Currently undertaking functional English Official Information on the Project to be review and benchmarking exercise communications, provided during meetings, phone of OAG. Will need to be coordinated meetings, phone calls, and emails (as needed) and with to ensure consistency between calls, emails. available through official projects. communications. General Public Potential project beneficiaries. Will Pijin (as Announcements on The Project will support community benefit from enhanced needed), the internet, public engagement, specifically in communication and stakeholder English meeting(s) and subcomponent 2.2. Any community engagement activities such as consultation(s) (as meeting(s) undertaken must be publication of citizen-friendly audit needed). culturally appropriate. The location reports. Likely to cooperate as long of public consultation(s) and as the benefits are clear to them, meeting(s) should be near the and they are assured that data is communities; transportation to and anonymized. from the venue might be needed. Meetings may need to be held in the evenings to accommodate needs of youth and women. All households to be included in surveys must be informed prior to any survey activities being undertaken. Vulnerable or Potential project beneficiaries. Will The Project supports community disadvantaged benefit from updated gender and engagement, specifically in groups disability statistics and staff subcomponent 2.2. Location of technical training. public consultations and meetings should be near the communities; for households located in far-flung areas, service vehicles to ferry participants might be needed; arrangement for child-care and child-friendly meetings and women- specific needs. Interested Central Strong interest in program Official Information on the Project to be Parties Government complementation and integration. communications, provided during meetings, phone including PAC, Interested in the outcomes and meetings, phone calls, and emails (as needed) and Local benefits of Project activities. calls, emails. available through official Government, Development Partners should be communications. development consulted on training programs to 9 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 partners, SPC ensure they are complementary. and PICs, integrity institutions, civil societies, business organizations etc. Component 3: Project management Affected Parties SINSO / OAG Will be impacted by new structures Pijin (as Official Training on the Project E&S employees and processes. May have interest in needed), communications, provisions, code of conduct, OHS and new positions. English meetings, phone requirements to be undertaken, and consultants to calls, emails. access to the workers’ GM provided the Project before direct workers start. Information on the Project and project opportunities to be provided during regular project/staff meetings, phone calls, and emails (as needed) and available through official communications. 10 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 6. Stakeholder Engagement Program 6.1 Proposed strategy for information disclosure All project materials to be released for disclosure will be made available at venues and locations frequented by the stakeholders in easily understandable formats such as flyers and/or brochures as necessary. Public announcements will be coursed through radio, newspapers, television, and posters as needed. For government agencies and other entities, project information will be disseminated formally, through official correspondence and the conduct of meetings and consultations. Electronic copies of project documents will be made available online on the OAG website and SINSO website and social media pages e.g., Facebook, as available. Table 2: Proposed strategy for information disclosure Project stage List of Methods Timetable: Target Responsibilities information to proposed Locations/ stakeholders be disclosed dates Preparation Summary of the OAG website, Acceptable draft Affected OAG/SINSO E&S Phase Project design SINSO website versions of persons and Focal Points. and E&S risk and social media project groups and management pages, and SIG documents to interested instruments news. gather parties. (SEP, ESCP, feedback; As Grievance City/town soon as the Mechanism websites and/or documents are (GM)) bulletin boards, finalized project information flyer (as needed). Implementation Updated ESCP, OAG website, Upon project Interested Project Manager Phase ESCP, GM. SINSO website effectiveness parties such as in the Project and social media central and Support Team pages, and SIG local (PST) (to be news. government, appointed). development City/town partners, websites and general public, bulletin boards vulnerable (as needed). groups. Announcements in local radio/TV stations and 11 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 Progress programs, local Upon Reports. newspaper, and submission and public approval of six- Monitoring and consultations (as monthly Evaluation needed) reports. Reports. 6.2 Proposed strategy for consultation Stakeholder engagement activities will provide stakeholder groups with relevant information and opportunities to voice their views on issues that matter to them and/or affect them. Stakeholders will be kept informed as the Project develops, including reporting on project E&S performance and implementation of the SEP. Table 3: Proposed strategy for consultation Project stage Topic of Methods proposed Timetable: Target Responsibilities consultation locations/ stakeholders dates Preparation Project design OAG website, SINSO Acceptable Affected OAG/SINSO E&S Phase and project E&S website and social draft versions parties, Focal Points risk media, and SIG news. to gather interested management feedback; as parties. instruments Mass media soon as the (ESCP, SEP, GM) communication e.g., documents are using radio and/or finalized. television (as needed). Disclosure of written information including SEP and ESCP, project website and brochures/posters/flyer s (as needed). Bulletin boards and public areas, including government offices (as needed). Face-to-face and virtual meetings with key stakeholders and relevant organizations. GM. 12 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 Implementation Updated ESP, Public/community Upon project Interested Project Phase ESCP, GM. meetings (as needed), effectiveness parties such Manager in the separate meetings for as central PST (to be Information on disadvantaged and and local appointed). timing of HIES vulnerable groups (as government, surveys. needed). Consultations development will most likely take partners, Key messages place in Honiara; general re: data however, some may public, anonymity and also take place in the vulnerable public access to provinces. groups. data. While not specifically E&S funded through this performance project, OAG will and engage with public and implementation vulnerable groups of the SEP and through social audits. GM. OAG website, SINSO website and social media pages, and SIG news. City/town websites and bulletin boards (as appropriate). Announcements on local radio/TV stations and programs, local newspapers, public consultations (as needed). During regular meetings with key stakeholders. 13 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 Inputs into For the HIES and the During Project Line Project survey Census of Implementation ministries, Manager in the instruments. Establishments data development PST (to be collection activities, partners, appointed). SINSO will establish business separate project communities. steering/working committees that will include various stakeholders from line ministries, development partners and the business community. Based on the TOR, the meetings will seek input and finalize survey instruments before data collection. After each activity/consultation, a documentation report, including the number of attendees (gender disaggregated) will be prepared and circulated to participants. They will be given a maximum of one week to provide their comments and input. The Project Manager will generate all comments and inputs from stakeholders, which can be provided physically or through electronic means. The comments and inputs will then be relayed to the concerned project staff/team and implementers for their responses and actions. All exchanges will be documented and recorded for future reference and to serve as guides for implementation. 6.3 Proposed strategy to incorporate the view of vulnerable groups To ensure meaningful consultation with vulnerable and marginalized groups, the Project will employ the following strategies as necessary: a) A simple, high-level database or spreadsheet containing the key characteristics of identified vulnerable groups in the survey areas to be developed and maintained. b) Separate, targeted consultation(s) and meeting(s) for persons with disabilities, women, youth, elderly, and other vulnerable groups in the survey areas (as required). Accessibility of meeting and consultation venues will be ensured. If telecommunication networks allow it and in times when there are travel restrictions, phone interviews may be considered as an alternative to face-to-face interaction. c) Regional surveyors will speak the local language(s) and be able to provide on-the-spot translation where necessary. d) The Project will hire a Project Manager in the PST who will be responsible for managing all aspects of the SEP, including community consultation(s) e) The Project will hire a Communications Advisor in OAG under Subcomponent 2.2 to support regular community engagement on the availability of official statistics and audits. 7. Resources and Responsibilities for Implementing Stakeholder Engagement Activities The PST will appoint a Project Manager to carry out E&S risk management tasks. The Project Manager, reporting to the Project Management Group (PMG2), will be responsible for managing all aspects of the 2 A Project Management Group will be established and serve as a convening body for the IAs to oversee the project 14 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 SEP. While no specific budget has been allocated for stakeholder engagement, it is an essential part of the Project’s success and activities will be embedded in the budget for the Project Manager to be employed in the PST. The functions and responsibilities will be outlined further in the Project Operations Manual (POM) (to be developed by the PST). 8. Grievance Mechanism The GM is a mechanism to receive and facilitate the resolution of stakeholder’s concerns, complaints, and grievances about the Project, including concerns relating to E&S impacts and issues. It is intended to allow the various project stakeholders to pass on valuable information in a neutral and, if necessary, anonymous way. The GM allows these concerns and complaints to be addressed promptly and transparently. The GM is gender responsive and is readily accessible to all Affected Persons (APs) at no cost and without retribution. The GM will use traditional systems for conflict and dispute resolution and, as far as possible, problems, concerns, or grievances will be resolved within the scope of the Project. However, the GM will not impede APs access to the Solomon Island’s own judicial or administrative remedies. The GM’s general attributes are: Submission of Definition Scope Users Management Complaints •A process for • Complaints handling •Project •The GM will be •Complaints can mechanisms will be receiving, provided for beneficiaries, managed by the be submitted at evaluating, and stakeholders and directly and/or PST Project any time during handling other interested indirectly Manager. the complaints and parties to raise affected parties, implementation questions, comments, concerns from suggestions, and/or interested of the Project. communities, complaints, or parties. beneficiaries, provide any feedback •Project workers. and other from all activities funded by the stakeholders. Project. • The GM does not preclude anyone who wishes to file the same complaints in any government systems that they trust and are most accessible to them. The OAG and SINSO are committed to receiving any concerns or grievances from any affected community about the performance of the Project and will utilize all available uptake points for the GM. These include: (i) verbal or in-person visits to any project or traditional/community leaders’ offices; (ii) calls or SMS to a dedicated line and mobile number; (iii) physical mail; and (iv) online platforms such as the Project website(s), email, and social media accounts. The key functions of the GM are to: (i) record, categorize and prioritize the grievances; (ii) settle the grievances in consultation with complainant(s) and other stakeholders; (iii) inform the aggrieved parties about the solutions; and (iv) forward the unresolved cases to higher authorities. The PST Project Manager (to be appointed) will be the grievance focal point to receive, review, and and make joint decisions on project management. The PMG will comprise management and project managers from the SINSO and OAG. 15 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 address project related concerns in coordination with traditional/community leaders and concerned government authorities. APs will be made fully aware of the Project benefits and impacts during consultations. No costs will be charged for anybody making a complaint. APs will be exempted from any fees associated with resolving grievances pursuant to the Project’s grievance procedure. • By Phone: to be confirmed. • By email: to be confirmed. • By mail: to be confirmed. • In person: to be confirmed. Complaints will be recorded and investigated by the PST Project Manager working with the PMG and OAG and SINSO Project Managers. An example Grievance Register is available in Annex B and an example Grievance Intake Form is available in Annex C. Complaints, including SEA/SH related complaints, may remain confidential if desired by the AP. The PMG and the OAG and SINSO Project Managers will be informed/updated immediately by the PST Project Manager of any complaints from APs. A GM Management Information System (MIS) (either a stand- alone GM MIS or embedded in the Project MIS) will be established and maintained, which will show the details and nature of the complaint, the complainant, the date, and actions taken as a result of the investigation. It will also cross-reference any safeguard compliance report or other relevant documentation. Throughout the entire process, relevant SI agencies and the WB will always be available to review public complaints and provide advice on the IA’s performance for grievance redress. Final details will be outlined in the updated SEP, to be finalized within one month of the Project’s effective date. 8.1 Key Steps of Grievance Redress Process STEP 1 - RECEIPT Any APs, by themselves or through their representatives e.g., their traditional/community leader, can file complaints or grievances through any uptake method e.g., in-person, phone, email etc. Any complaints or grievances will be acknowledged within five working days. STEP 2 - LOGGED Upon receipt of the complaint, the PST Project Manager will log the details into the GM MIS (to be developed). The GM MIS will be used to record complaints by date, name, contact address, and contact information (number, social media accounts, etc.) if available, and details or substance of the complaint. If the complainant desires, their identity may be kept anonymous, but the nature of their concern should still be recorded. A duplicate copy of the entry is given to the person making the complaint for their record at the time of registering the complaint. The duplicate copy given to the complainant will also describe the procedure that will be followed in assessing the concern or complaint. STEP 3 – LEVEL OF RESPONSE DETERMINED For all grievances, the PST Project Manager, following the principles and protocol of this GM will consider the complexity and severity of the grievance and will make recommendations about a potential action plan or redress mechanism. Action plan is discussed and agreed with complainant. Where deemed necessary, the WB will be engaged to seek advice on how to address the Grievance. STEP 4 – RESOLUTION Most complaints are expected to be low risk and will be investigated and resolved within two weeks. 16 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 Resolution must be agreed to by the complainant. Complex or high risk cases that are not resolved within the two-week timeframe, or those involving complaints of Sexual Exploitation and Abuse/Sexual Harassment (SEA/SH), will be referred to the PMG, who, in close coordination with the PST Project Manager, traditional/community leaders, and concerned government agencies, will find a solution to the issue/problem within four weeks. Victims of SEA/SH will also be referred to key gender-based violence service providers e.g., SafeNet3. The PST Project Manager will regularly update the AP(s) on the progress and status of the case. JUDICIAL OPTION If unresolved, or at any time the complainant is not satisfied, they can take the matter to the appropriate court. Both successfully addressed complaints and non-responsive issues will be reported to the WB by the PST per the reporting methods described in section 8.4. 8.2 Grievance Mechanism Awareness Raising Information about the GM will be provided in accessible, easily understood formats, in both Pijin and English, on the OAG and SINSO websites and social media pages. All information pertaining to GM will also be included in all communication initiatives with stakeholders, particularly during public consultations and key stakeholder meetings. 8.3 Staff Allocation and Capacity Building The PST will assign roles and responsibilities to the staff who will be assigned to managing the GM. Specifically, this task will be assigned to the Project Manager. These roles and responsibilities will be documented in the POM and will be regularly updated. The roles and responsibilities for the GM include: • Providing information and education to stakeholders regarding the GM; • Managing the GM system; • Receiving and recording complaints; • Notifying the complainants about receipt and deadlines for review of complaints received; • Sorting and/or categorizing complaints; • Identifying problems, including impacts to project activities and results; • Proposing recommendations; and • Reporting and handling of GM results. 8.4 Transparency, Monitoring, and Reporting Regular policies, procedures, and updates on the GM system, and comments/complaints received and resolved, will be available on the OAG and SINSO websites and social media pages and will be updated every six months. The PST will assess the GM on a six-monthly basis to: (a) summarize GM results, including suggestions and questions; and (b) review the status of unresolved complaints and suggest corrective actions as needed. Reporting to the World Bank 3 SAFENET 24/7 domestic violence hotline #132 17 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 In the Progress Reports, the PST will include the latest GM information as follows: • Status of the GM e.g., procedures, staffing, awareness-raising, etc. • Quantitative data on the number of complaints received (disaggregated by complainant's gender); number of complaints resolved; means of receipt (telephone, email, in-person etc.). • Qualitative data on the types of complaints received and the responses/resolutions, including high risk, SEA/SH related, and/or unresolved complaints. • The time taken to resolve complaints (disaggregated by complainant's gender). • Factors that influence the use of GM. • All corrective actions taken. 9. Monitoring and Reporting The ESCP requires the PST to prepare six-monthly reporting (‘Progress Reports’), which will include details on the implementation of E&S risk management measures, including stakeholder engagement and grievances. All information in relation to stakeholder engagement activities and the GM will be included in the Progress Reports and these will be made available on the OAG website, SINSO website and social media pages, and on community bulletin boards (as needed) which can be easily accessed by stakeholders. 18 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 Annex A – Abbreviations and Acronyms ABS Australian Bureau of Statistics ADB Asian Development Bank AP Affected Person CAPSA Building Capacity in Statistics and Audit in the Solomon Islands project DFAT Department of Foreign Affairs and Trade (Australia) E&S Environmental and Social ESCP Environmental and Social Commitment Plan ESF Environmental and Social Framework ESS Environmental and Social Standards GM Grievance Mechanism HIES Household Income and Expenditure Survey IA Implementing Agency ICT Information and Communications Technology IMF International Monetary Fund JICA Japan International Cooperation Agency MFAT Ministry of Foreign Affairs and Trade (New Zealand) MIS Management Information System MNPDC Ministry of National Planning and Development Coordination MoFT Ministry of Finance and Treasury NGO Nongovernmental Organization OAG Office of the Auditor General of the Solomon Islands PAC Public Accounts Committee PASAI Pacific Association of Supreme Audit Institutions PDO Project Development Objective PFTAC Pacific Technical Assistance Center PIC Pacific Island Countries PMG Project Management Group POM Project Operations Manual PST Project Support Team SEA/SH Sexual Exploitation and Abuse/Sexual Harassment SEP Stakeholder Engagement Plan SIG Solomon Islands Government SINSO Solomon Islands National Statistics Office SPC Pacific Community UNDP United Nations Development Program USAID United States Agency for International Development VC Visual Communications WB World Bank WHO World Health Organization 19 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 Annex B – Example Grievance Register A register of feedback and grievances must be kept in a central database in a format that can be easily analyzed (e.g., in Microsoft Excel or Microsoft Access). This will allow the GM to be monitored and evaluated. Reporting of the effectiveness of the GM will be undertaken as part of the six-monthly Progress Reports. An example format for the database is provided below: 20 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 Example Grievance Register Template Complaint Date Name and Gender of Complaint How was the Details of Name of any Action Was the Time taken If no, when Number received contact complainant received by complaint Complaint other persons planned and problem to resolve was the details of (name of received involved in / or taken to resolved? complaint problem complainant officer) (email, in- trying to resolve the (Yes / No) (days) refereed to person, phone resolve the problem the next call, website complaint e.g., level? etc.) community leader 21 Stakeholder Engagement Plan - Building Capacity in Statistics and Audit in the Solomon Islands | P180723 Annex C – Example Grievance Intake Form 22 GRIEVANCE INTAKE FORM Person completing the Form: Date: 1. INFORMATION ABOUT THE COMPLAINANT Name: How was grievance received: Complaint Number: Phone Phone: In person Address: Website E-Mail: Email Gender of complainant: STAKEHOLDER TYPE Public Institution Project Affected Private Enterprise Trade Association NGO Person Interest Group Industry Association Workers’ Union Media Project Worker Does the complainant wish to remain anonymous? Yes No 2. DETAILED INFORMATION ON THE COMPLAINT Description of the complaint: Resolution method requested by the complainant: Is the complaint related to sexual exploitation and abuse (SEA) and/or sexual harassment (SH)? Yes No If yes, refer the complainant to the SafeNet 24/7 domestic violence hotline #132 3. DETERMINATION OF NECESSARY ACTION Resolution decided by the Ministry, responsible department, date of completion of action.