The Accra Metropolitan Assembly’s Information Services Department has begun a three-month public sensitisation campaign on the newly introduced Single Window Citizens Engagement Service (SWCES) established by the Ministry of Gender, Children and Social Protection (MoGCSP).

The campaign seeks to educate residents of Accra on how to access the Helpline of Hope Call Centre and other complaint-handling mechanisms under the SWCES to address issues relating to social protection services and other welfare concerns.

Speaking on the exercise, the Metropolitan Information Officer, Mr Adam Bawa explained that the campaign forms part of efforts to strengthen citizen awareness and improve feedback between the government and the public on social protection delivery.

 He said the sensitisation which is ongoing is expected to cover markets, transport terminals, schools , churches and all 14 Community Information Centres (CIC) across the metropolis.

The SWCES was established by the Ministry through its Social Protection Directorate to strengthen coordination among major social protection programmes such as LEAP, LIPW, GSFP, NHIS, ECG, PI-CLASS, SOCO, and the GNHR, as well as provide a single entry point for citizens to lodge grievances.

According to him, the system also handles cases relating to child custody and maintenance, human trafficking, child abuse, and sexual or gender-based violence, thereby providing citizens a safe and accessible platform for redress.

Mr. Bawa added that the Helpline of Hope Call Centre, one of the two main components of the SWCES, offers toll-free services on 0800 800 800 and 0800 900 900, while citizens can also reach the centre via email (Helpline.Hope@mogcsp.gov.gh), WhatsApp (+233 559 046 907), or social media platforms such as Facebook, Twitter (X), and Instagram.

He pointed out that the Unified Case Management System (UCMS) enables the classification and referral of complaints to relevant social protection programmes and collaborating institutions for prompt resolution.

“The campaign so far has covered areas such as the Central Business District (CBD), Kaneshie, Korle Bu and Mamprobi where residents have been encouraged to use the toll-free lines and not to make prank calls so the service can be effective,” he stated.

He stressed that the SWCES aimed  to increase transparency and accountability, simplify administrative procedures, as well as  improve the quality of services provided to citizens and beneficiaries.

The campaign is expected to be extended to other communities within the AMA over the coming weeks to ensure that citizens are well informed about the new grievance redress and support system.