Anti-Fraud Hot Line
Overview of Anti-Fraud Hotline - AFH
Timeline Cooperative Agreement No 391-A-00-10-01194-00. On September 21, 2010 an agreement was signed by USAID and TI-P for the implementation of an anti-fraud hotline for a period of 5 years. In September 2015, due to the success of the project, it was extended for another two years. In September 2017, project was again extended for another two years, based on its efficacy in assisting OIG in their efforts to combat corruption in USAID grants.
Statistics Over 97,000 Calls Over 8,100 Complaints
Objectives Encourage citizens to pursue corruption related complaints as a victim or witness of corruption in USAID funded projects; Make corruption a high-risk, low-return activity Prevent corruption during the tendering process of G2G grants Recovery & Savings of USAID funds due to anti-fraud reporting Citizens’ engagement in oversight and watchdog actions Enhanced fraud awareness amongst USAID implementing partners, G2G partner institutions and citizens Appropriate utilization of donor funds
Outcomes Resolution of complaints of fraud in USAID funded projects Implementing Partners Educated on Prevention of fraud, wastage and abuse in USAID funded projects Detection of corrupt activities Recovery of misused funds
Main AFH activities Develop and Operate a Toll-Free Hotline for citizens to report cases of fraud In USAID funded projects from all over the country Fraud Prevention and Awareness campaigns to educate the implementing partners and citizens Marketing AFH through media and other means Uploading complaints on a database Analyzing data to improve the working of the AFH Providing reports to USAID/OIG
Complaint Management
How complaints are generated Scanning tender notices for G2G USAID funded projects in newspapers and PPRA website for; USAID funded G2G projects which require Public tender notices as per PPRA rules Calls received through the Toll Free Hotline SMS, Email, Website, Fax, Postal Mail, Facebook, Twitter, Whatsapp, and Direct Visit by complainant
Calls are received on Toll Free Hotline Call handling process After approval, complaint is uploaded on main complaint registration portal. Complaint is rechecked by Analyst for accuracy of information and then forwarded to Project Manager for approval Call recordings are checked repeatedly by APC for quality assurance before finalizing the complaint. Officers try to obtain as much information as possible and create an initial contact form Trained, multilingual Complaint Officers attend to callers in complainant’s language Calls are received on Toll Free Hotline
AFH Website SSL secured website Industry standard security technology for encrypting link between WS and Browser. This link ensures privacy and integrity of data passed between WS and Browser. Each uploaded complaint is assigned an ID and PIN to check status online Alerts to complainants are generated, if status of complaint changes, only if they have provided an email address. Instant Alerts to TIP and OIG authorized staff whenever new complaint is generated or there is additional information uploaded Website provides analytics on multiple allegation types, location, project names, NGO name as well as marketing analytics to assess most popular form of citizen awareness regarding hotline either by TV, Radio, Newspaper, Bill Board, Networking. Analytical reports are readily available for all complaints that are uploaded Immediate shutdown accessibility if required.
MARKETING
Anti-Fraud Hotline Poster ‘English’
Anti-Fraud Hotline Poster ‘Urdu’
TV Coverage Aaj Tv
TV Coverage News 1 Tv
Billboards Karakoram Road, Mansehra, KPK
Billboards Hayatabad, Peshawar, KPK
Billboards Girls College, D.I.Khan, KPK
Billboards Old College Rd, Jacobabad, Sindh
Billboards Zarghoon Road, Quetta, Balochistan
Local Newspaper Ad Kawish Express Tribune
Local Newspaper Ad Mashriq KPK Daily Dunya
Province wise advertisement effectiveness
Marketing medium advertisement effectiveness
Allegation wise
Allegation Wise breakdown of complaints
Overall Advertisement Effectiveness
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