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

AgendaMSAD 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…”

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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

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What Services Are we Talking About?

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How do we monitor our progress?

UNPAN Web Services Index Ranking out of 192

Year General Rank e-Gov Infra-

structureHuman 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)

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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

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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

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CRM

Q.C

Service Centers Call

Center

E-payment

HQ Shipping

SCMGovernment

Entities, Banks…,Citizens

Banks Service CentersModel TAMEX

Service Centers – The Model

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Service Centers – The current Model

50

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Service Centers – The new model

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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.

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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

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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 servicesAA – OECD – Amman, Jordan 28/4/200815/16

Service Centres - Egypt

awahab@ad.gov.eg

AA – OECD – Amman, Jordan 28/4/2008

Thank you!

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