The manual has been elaborated by CTC for the use by Municipalities. Its purpose is to mainstream coordinated and sustainable process for collecting and managing customers’ feedback at Municipalities.
It contains of two parts. The first one covers the general conceptual issues related to definition of quality and feedback. The second half describes the feedback mechanism and its functional model, related processes. T
he manual was prepared with GIZ support within BMZ funded program “Good Governance for Local Development in the South Caucasus” (GGLD)