The “GovTech” Program

The Government of Albania, through the National Agency of Information Society as the key implementing agency, with the support of the World Bank Group’s – International Bank for Reconstruction and Development (IBRD) is implementing the Program for ‘Improving Equitable Access to High Standard Public Services through GovTech’. The objective of the program is the further development of e-Governance and digitalization of public administration.

The Grievance Redress Mechanism will enable the Program Authorities to address grievances against the Program. Its aim is to quickly and effectively address all relevant grievances in order to minimize and/or eliminate negative impacts of the program on affected persons.

A grievance complaint can be submitted through the Program communication channels by email. All complaints are received by the appointed person, pursuant to Order of the General Director of NAIS No. 361, dated 04.08.2023 “On the approval of the Grievance Redress Mechanism, the appointment of the contact point and the establishment of the Grievance Redress Committee for the ‘Improving Equitable Access to High Standard Public Services through GovTech’ Program.”

Description Contact Details


Improving Equitable Access to High Standard Public Services through GovTech

Implementing Agencies

National Agency for Information and Society

Grievance Appointed Contact Point 

Gilberta Selamaj


Rr. Papa Gjon Pali i II, Nr 3, Tirane

Postal code

1003 Tirane



Please complete Annex 1 below to send grievances to the e-mail address:

Annex 1: Grievance Submission Form