Access to Information Division

The Access to Information Division is instrumental in strengthening the capacity of Right to Information (RTI) officers to facilitate ongoing communication, accountability, and the protection of the fundamental right to access information nationwide. In doing so, the Division fosters professionalism and transparency while promoting public access to information.

The Division, through the Access to Information Facilitation Unit and the National Information Call Centre (INFO311), plays a crucial role in providing access to information, support, and assistance to the public, ensuring effective communication between the government and its citizens. These roles align with the mandate of the Information Services Department to promote public participation and engagement through awareness creation of government policies, programmes, and activities for national development.

Access to Information Facilitation Unit

The Access to Information Facilitation Unit trains, deploys, and provides technical assistance to over 350 Right to Information (RTI) Officers in various Ministries, Departments and Agencies (MDAs) and Metropolitan, Municipal and District Assemblies (MMDAs) across the country. These Officers facilitate the processing of requests for information made to public institutions under the Right to Information Act (Act 989). The Unit also monitors and supervises the work of RTI officers and sensitizes staff of various public institutions on the RTI Act.

The unit categorizes institutions into five sectors:

• Infrastructure
• Economic
• Administrative
• Public Safety
• Social

Functions of the Access to Information Facilitation Unit

• Right to Information (RTI) awareness creation and sensitization of Public Institutions.
• Train, deploy, and provide technical support to information officers across various sectors.
• Coordinate, monitor and evaluate the performance and operations of the RTI Officers nationwide.
• Monitor and produce reports (monthly, quarterly, mid-year and annual) on the implementation of the RTI Law for the consideration of the sector minister.
• Liaise with the heads of public institutions to address challenges and resolve matters that impede the effective functioning of the RTI Units.
• Provide recommendations to the sector minister on emerging issues relating to the operations of the RTI law.

Some Accomplishments of the Access to Information Facilitation Unit

• Documentary on the implementation of the RTI Law in Ghana.
• Developed a tool (Online Records Management System) that allows applicants to file requests online.
• 2020 – 2022 Annual Reports on RTI implementation successfully laid in parliament by Hon. Minister.
• Recruited and deployed three hundred and fifty (350) assistant information officers.
• Enrolled over 350 RTI Officers on UNESCO Online Certification Course on RTI.
• Incorporated RTI as a Key Performance Indicator (KPI) for heads of public institutions.

The National Information Contact Centre (INFO311)

The National Information Contact Centre (INFO311) functions as a point of contact for individuals seeking comprehensive information on various governmental services. It serves as a platform for citizens to express grievances, highlight issues, and obtain information regarding government policies related to health, education, electricity, elections, and more.

The primary purpose of this unit is to facilitate the effective dissemination of government policies to citizens while also collecting valuable feedback to support the refinement of these policies.

The Unit provides services segmented into three main sections:

• Call Centre through the toll-free number 311
• E-mail response management
• Social Media response management
• Live Webchat
• Analytics and Research

Functions of National Information Call Centre (INFO311)

• The Centre shares accurate and up-to-date information about government programs, services, policies, and regulations with the public.
• The Centre addresses the inquiries and concerns of the public, answering questions, providing explanations, and resolving issues.
• The Centre receives and handles complaints, aiming to resolve issues.
• In times of emergencies or disasters, the Centre provides critical information to the public regarding safety measures, evacuation procedures, and available emergency services.
• The Centre collects feedback from the public to help improve government services, policies, and procedures.
• The Centre gathers and analyses data related to inquiries, complaints, and feedback received. This data can provide valuable insights into public concerns, emerging trends, and areas that may require additional attention or resources.

Some Accomplishments of the National Information Call Centre (INFO311)

• COVID-19 Pandemic Response: Serving as the nation's first COVID-19 information contact centre in 2020, handling over 15,000 calls in its initial two months, facilitating critical information dissemination, and aiding the Ghana Health Service in tracking confirmed cases.
• Akosombo Dam Spillage Support: Playing a crucial role during the aftermath of the Akosombo Dam Spillage in 2023, receiving over 1,581 calls and providing essential communication channels for residents, emergency services, and relief efforts.