Good Practices and Innovations in Public Governance 2003-2011

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Good Practices and InnovATIONS in Public Governance Western Asia Egypt 2003 Category 2 Winner The Ministry of State for Administrative Development (MSAD), Egypt Description Providing faster service to citizens by Automating Service Request Procedures. The Problem Citizens had to queue for hours during work days at government offices to pay taxes and fines or to obtain documents, such as driving licenses or birth certificates. Information on how and where to find rules and regulations has often been hard to find, and it has often involved making inquiries at several different ministries or government agencies. The government continuously faced a challenge in delivering services in an efficient manner. The Solution In 1976, the Ministry of State for Administrative Development (MSAD) was established. Its objective was to enhance and increase the efficiency of government by adopting new techniques and mechanisms to better serve citizens. The Egyptian government continually faces the challenge of delivering services efficiently: citizens often experience the frustration of waiting in lines for hours at government offices to pay taxes and fines or to obtain documents such as drivers’ licenses or birth certificates. Information on how and where to find rules and regulations has often been hard to obtain. The government took the first steps to modernize government services in 1998, with the aim of simplifying delivery of services to customers by introducing new technologies such as voice mail service, automated fax services, and internet. Depending on one’s location within or outside the greater Cairo, three different service numbers can be used to request services or make inquiries. This system works also for requesting various applications and forms, which can be sent directly to an appropriate office by an automated fax service. Citizens can also use the Ministry’s website to reach a variety of government services. This efficient way to obtain information and services has since been greatly extended by the E-government portal. Improving services depended on three basic approaches: 412
2003 Category 2: Egypt • Integration prevented doubling requests for the provision of documentation by the applicants; • Specifying the required fees according to laws and regulations, thereby requesting only the minimum rate and ensuring that the fee scale is uniform throughout the country; and • Indicating the timeframe for obtaining any service. To achieve these steps, it was necessary to unify rules and requirements by preparing forms for each service. Consequently, any citizen seeking a service receives a receipt listing all the procedures and steps required, the agencies to direct complaints to, and the time necessary for completion. The ministry continues to develop E-government services, thus demonstrating a sustained commitment to innovation and improvement of public services. In January 2004, the Ministry launched the country’s integrated e-Government Portal for online services. The bilingual portal in Arabic and English enables all stakeholders to browse government announcements, search for information related to particular services, and access online services all at a single user-friendly one-stop-shop. Since 2007, some government services are available online. For more information, please visit: www.edara.govt.eg 413
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Page 445 and 446: 2003 Category 3: Italy Europe and N
Page 447 and 448: 2003 Category 3: Chile Latin Americ
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