Upload
madison-davis
View
216
Download
0
Tags:
Embed Size (px)
Citation preview
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 VisionNew 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 TAMIMAChallengesAA – OECD – Amman, Jordan 2/16 28/4/2008
MSAD Vision
Efficient effective agile government, wisely managing resources, delivering
quality services to citizens and interacting with them.
“Government Now Delivers…”
AA – OECD – Amman, Jordan 28/4/20083/16
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
AA – OECD – Amman, Jordan 28/4/20084/16
What Services Are we Talking About?
AA – OECD – Amman, Jordan 28/4/20085/16
How do we monitor our progress?
UNPAN Web Services Index Ranking out of 192
YearGeneral
Ranke-Gov
Infra-structure
Human Capital
2003 140 162 106 140
2004 136 140 105 138
2005 99 59 103 140
2008 79 28 115 129
Participation Index: Rank 49 out of 192Overall Rank: 79 (20 positions gained)
28/4/20086/16AA – OECD – Amman, Jordan
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 28/4/20087/16
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
Government Service Centers - 2
AA – OECD – Amman, Jordan 28/4/20088/16
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
Government Service Centers - 3
AA – OECD – Amman, Jordan 28/4/20089/16
CRM
Q.C
Service Centers Call
Center
E-payment
HQ Shipping
SCMGovernment
Entities, Banks…,Citizens
Banks Service Centers
Model TAMEX
Service Centers – The Model
AA – OECD – Amman, Jordan 28/4/200810/16
Service Centers – The current Model
50
AA – OECD – Amman, Jordan 28/4/200811/16
Service Centers – The new model
AA – OECD – Amman, Jordan 28/4/200812/16
The Example of TAMIMA - 1
Operation started in Feb. 2008Currently:
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 28/4/200813/16
Activity No. of Transactions
Remarks
Number of gov. services via SCs
136000
Number of gov. services through Call Center
2890 (15 days operation)
ATM 21240 (3 ATMs 60 days operation)
Statement Collections 962 (1 month operation)
Personal loans 130 (1 month operation 20 SCs)
Prepaid telecomm cards
12560 (30 days/ 21 PSC)
The Example of TAMIMA - 2
AA – OECD – Amman, Jordan 28/4/200814/16
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 28/4/200815/16