Extended Sokoto's functioning digital Grievance Redress Mechanism to accommodate FRILIA-specific land complaints — embedding new complaint categories without duplicating infrastructure.
The challenge
Sokoto State had a functioning digital GRM platform initially scoped for general citizen complaints. Investor interest in Sokoto's agricultural pipeline had begun to outpace the state's capacity to allocate land transparently. The question was not whether a GRM was needed, but how to extend existing infrastructure rather than build a parallel system.
Our approach
CISD delivered the FRILIA curriculum with heavy weighting on the GRM toolkit. The existing Sokoto State GRM platform was used as a live case study — participants worked through real intake workflows, drafted additional complaint categories to capture land-specific issues, and designed routing rules to send land complaints to the Ministry of Lands.
What we delivered
- Extended GRM platform with land-specific complaint categories and routing rules
- Investor onboarding sequence channelling enquiries through the same digital front door
- Institutional protocols for GRM-to-Ministry of Lands escalation pathways
Outcomes
A functional GRM handling both citizen land grievances and early-stage investor enquiries through a single digital channel — significantly reducing duplication costs.
Partners
Sokoto State Government · World Bank-supported programme