Description: UNDP is seeking a qualified national research institution / a national research-based consulting firm/ a local non-government organization for an action research on Vietnams Local Digital Feedback and Complaint Response SystemsDuty station: Viet NamDuration: August - December 2025Overall objective: -        To enhance feedback and complaint response systems, fostering citizen-centric, inclusive and accountable governance in Vietnam. Specific objectives: (1)     Conduct an overview of current systems for submitting feedback and complaints (including, but not limited to in-person visits, phone calls, written letters, mobile applications, website portals). This review would especially focus on emerging digital feedback and complaint response systems operated by local governments. Also, the review would pay particular attention to the experiences of ordinary citizens, including vulnerable groups such as persons with disabilities, ethnic minorities, the elderly, and individuals with low levels of education. (2)     Provide evidence-based recommendations and suggest a real-life model for local governments to develop and/or enhance the effectiveness of feedback and complaint response systems. The recommendations will place particular emphasis on a detailed description of a digital feedback and complaint response system that is accessible, user-friendly, and responsive.Please indicate whether you intend to submit a bid by creating a draft response without submitting directly in the system. This will enable the system to send notifications in case of amendments of the tender requirements. Should you require further clarifications, kindly communicate using the messaging functionality in the system. Offers must be submitted directly in the system following this link: http://supplier.quantum.partneragencies.org  using the profile you may have in the portal. In case you have never registered before, you can register a profile using the registration link shared via the procurement notice and following the instructions in guides available in UNDP website: https://www.undp.org/procurement/business/resources-for-bidders.  Do not create a new profile if you already have one. Use the forgotten password feature in case you do not remember the password or the username from previous registration.Search for the specific tender using search filters and subscribe to the tender in order to get notifications in case of amendments of the tender document. If you need support with the online system, you can contact the contact details of this tender as indicated in the solicitation document.UNDP Viet Nam - Procurement Unit