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Dr. Ashraf Hassan Abdelwahab

April 29, 2008 GfD Working Group IV: Public Service Delivery, PPP and Regulatory Reform - Amman, Jordan EGYPT: PPP for Public Service Delivery. Dr. Ashraf Hassan Abdelwahab. Deputy Minister, Ministry of State for Administrative Development. Agenda. MSAD Vision New service delivery channels:

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Dr. Ashraf Hassan Abdelwahab

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  1. April 29, 2008 GfD Working Group IV: Public Service Delivery, PPP and Regulatory Reform - Amman,JordanEGYPT:PPPforPublic Service Delivery Dr. Ashraf Hassan Abdelwahab Deputy Minister, Ministry of State for Administrative Development

  2. Agenda • MSAD Vision • New service delivery channels: • What Services Are we Talking About? • How do we monitor our progress? • Government Service Centers • Historical background • PPP for public service delivery • The new model • Service centers: Before and Now • Example: PPP with TAMIMA • Challenges 2/16 AA – OECD – Amman, Jordan 28/4/2008

  3. MSAD Vision Efficient effective agile government, wisely managing resources, delivering quality services to citizens and interacting with them. “Government Now Delivers…” 28/4/2008

  4. New service Delivery Channels An array of channels: Internet (over 70 citizen centric services) on www.egypt.gov.eg, www.investment.gov.eg, www.business.gov.eg that allow services to citizens, businesses and SMEs, through: Post offices (200 offices all over Egypt) Unmanned kiosks (over 60 in major cities) IT clubs (2000 across the country) Service Centers (500 owned by the government, managed by the private sector) Call Centers Mobile phone services (only one right now, more to come in 2008) A Citizen Relation Management (CRM) channel through www.egypt.gov.eg & 19GOV (19468) Over 800,000 last year, 90% ticket closure rate 28/4/2008

  5. What Services Are we Talking About? 28/4/2008

  6. How do we monitor our progress? Participation Index: Rank 49 out of 192 Overall Rank: 79 (20 positions gained) AA – OECD – Amman, Jordan 6/16 28/4/2008

  7. Government Service Centers - 1 • Started in 2002: • 500 Centers built and distributed all over Egypt. • Operated by 3 newly graduated contracted employees • Equipped with computers and printers • Acts on behalf of the citizen to perform the required service • No extra fees required • More convenient for citizens specially in rural areas • Completely covered by the government (no sustainability model) AA – OECD – Amman, Jordan 7/16 28/4/2008

  8. Government Service Centers - 2 • How to support these centers and provide better service to citizens? • The PPP as a tool • Centers are still owned by the government but managed by the private sector • Contacting requirements • SLA with the Private sector • Commitment of government organizations • Monitoring requirements • Service indicators • Service fees approval • How to develop a Win – Win case • Centers were auctioned in mid 2007 • Two companies were awarded a number of centers for operation AA – OECD – Amman, Jordan 8/16 28/4/2008

  9. Government Service Centers - 3 • TAMIMA • Won the operation of 275 centers • Civil and technology renovation • More services to citizens: • Government services • Retail banking • Shipping and parcel handling • Real Estate mortgage finance • And other related services AA – OECD – Amman, Jordan 9/16 28/4/2008

  10. CRM Call Center SCM Government Entities, Banks,… Citizens Q.C Shipping HQ E-payment Banks Service Centers – The Model Service Centers Service Centers ModelTAMEX AA – OECD – Amman, Jordan 10/16 28/4/2008

  11. Service Centers – The current Model 50 AA – OECD – Amman, Jordan 11/16 28/4/2008

  12. Service Centers – The new model AA – OECD – Amman, Jordan 12/16 28/4/2008

  13. The Example of TAMIMA - 1 • Operation started in Feb. 2008 • Currently: • 52 centers are operating through TAMIMA • 18 already networked • 12 upgraded • Staff: 170 • Vehicles: 6 • Working hours 9 to 5 - 6 days /week • 30 new centers to be opened and operated by TAMIMA soon. AA – OECD – Amman, Jordan 13/16 28/4/2008

  14. The Example of TAMIMA - 2 AA – OECD – Amman, Jordan 14/16 28/4/2008

  15. Challenges • Myth: “Government employees are the only trusted means for performing services to citizens” • Still, many government organizations don’t trust the concept • Continuous awareness for government organizations’ officials is needed • The need for a regulator for public services AA – OECD – Amman, Jordan 15/16 28/4/2008

  16. Service Centres - Egypt 28/4/2008 Thank you! awahab@ad.gov.eg

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