Presented at the 5th Meeting of the Working Group on Investment Zones in Iraq, MENA-OECD Investment Programme. 28 April 2013, Cairo, Egypt

1. GOVERNMENT SERVICES DEVELOPMENT PROGRAM
(GSDP)
www.egypt.gov.eg
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2. About Egypt
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Population
84+ M
Fixed Phone lines penetration
13.42%
Mobile phone Penetration
110%
Percentage of Internet users
38 %
Number of Gov. employees
6+ M
Credit Card holders
2.5M
www.egypt.gov.eg
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3. MSAD Programs
Government
Services Portal
Developing Government Services
Program
Gov Resource
Planning (GRP)
National Databases
Government Entities
International BENCHMARKS
Citizens
Institutional Development
www.egypt.gov.eg
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4. GSDP | Program Overview
•
PROGRAM VISION
“An effective government services framework to satisfy
citizens/providers, with the assertion of transparency and
integrity.“
• PROGRAM MISSION
“Facilitate the delivery of government services by simplifying
the access and the process behind it, and leveraging the
success of other MSAD programs to reinforce the efficiency
and effectiveness of the government units with the aim to
reach citizen satisfaction all within a transparent
environment.”
www.egypt.gov.eg
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5. GSDP | Strategic Directions
BAWABA
www.egypt.gov.eg
New access methods
(Mobile, Call Centers, Street
Outlets)
By publishing governmental
job vacancies on BAWABA,
automate the permits/
license process, introduce
mobile notifications on etenders.
Through public private
partnerships, mobile services,
and other schemes to be
introduced once suitable
environment, proper ecosystem
and approved legal system are
provided.
Developing simple procedures of
obtaining permits, establishing
methods on satisfying the citizens
through “citizens centric concept”,
and providing citizens with the
digital signature service.
www.egypt.gov.eg
www.egypt.gov.eg
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6. GSDP | Services Delivery Channels
Providing different channels to deliver government services to the citizen, to
choose which suits him/her, and to be delivered at the desired location.
www.egypt.gov.eg
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7. GSDP | Services Delivery Channels – Cont’d
Public Services Outlets
BAWABA
500 Kiosks
200 Postal Offices
6 Centers (Social gathering:
Clubs, Universities… etc)
500 Centers (in partnership
with Public Sector)
130 Graduates & NGOs
One Service Provider
Window
Courts
Municipaliti
es
Prosecution
s Offices
180 eServices
Customs
737 Services’
forms
University
Enrollment
e-Service
…etc
New Channels
Gov Jobs Portal (58,000 Subscriber)
Doctors Charging Service (10,000
Beneficiaries)
E-Tenders (3,000 Subscriber)
www.egypt.gov.eg
SMS
WAP
7
Call Centers
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8. GSDP | Services Provided
www.egypt.gov.eg
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9. GSDP | Sample Services
Citizen
Citizen
q
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q
q
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q
q
q
q
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q
q
q
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q
q
q
q
Business
Business
Jobs portal (www.jobs.gov.eg)
Jobs portal (www.jobs.gov.eg)
Car license renewal
Car license renewal
Courts services
Courts services
Issuance of official documents
Issuance of official documents
(birth, death, marriage,
(birth, death, marriage,
divorce, etc…)
divorce, etc…)
National ID card replacement
National ID card replacement
University enrolment
University enrolment
applications
applications
Car tickets payment and
Car tickets payment and
appeal
appeal
e-Tax declarations
e-Tax declarations
e-Booking (Train/bus/opera
e-Booking (Train/bus/opera
house)
house)
q
q
q
q
q
q
q
q
q
q
q
q
q
q
q
q
q
q
www.egypt.gov.eg
Filing tax declarations
Filing tax declarations
Customs services (manifest
Customs services (manifest
submission – ImpEx)
submission – ImpEx)
Online purchase of Egyptian
Online purchase of Egyptian
quality standards
quality standards
Qualified-Industrial Zone
Qualified-Industrial Zone
request submission
request submission
Investment dispute settlement
Investment dispute settlement
Small & Medium Enterprise
Small & Medium Enterprise
Support Portal
Support Portal
www.business.gov.eg
www.business.gov.eg
Investment Portal
Investment Portal
www.investment.gov.eg
www.investment.gov.eg
E-Tenders
E-Tenders
www.etenders.gov.eg
www.etenders.gov.eg
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10. GSDP | Services Provided
Judicial Procedure Development
Court of Cassation
Family Courts
34 e-Services
15 e-Services
+
3 WAP services
32 e-Services
35 e-Services
Appeal Courts
7/8
State Council
Preliminary Courts
Family
Prosecution
(Cairo)
Administrative
Prosecution
23/2
8
Traffic
14 e-Services
Public Notary
Forensic
Medicine
6
Governorate
s
Expertize
Authority
Traffic
Prosecution
Criminal
Prosecution
(Cairo/Alex)
www.egypt.gov.eg
Police Stations
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11. GSDP | Services Provided
Citizen Engagement
• CRM
q
Call center (19-468) / fax / e-mail / internet / snail mail
q
Over 1,000,000 cases annually
q
Resolution rate: over 90%
• Internet portal blog (http://blog.egypt.gov.eg)
• Facebook fan page (https://www.facebook.com/EgyptGovPortal)
• Twitter feed (EgyptGovPortal)
• Focus groups
www.egypt.gov.eg
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12. GSDP | Services Provided
Universities Enrollment
Service is totally over the Internet
Service cost: almost null
Completely electronic (no paper
work!)
Do it anywhere, anytime
Review your selections and
change them if needed
Allowed for extra service that
were not feasible before! (transfer
service)
Average Call Center received
calls: 350,000
Operation: 24*7 and over 70 call
center agents
No reported mistakes, hacking, or
unavailability
Starting 2007
Starting 2007
Until 2006
Until 2006
Number of Students: 380,000
/year
Service cost (average): 200+
LE/student
Totally paper forms
Selections
are
final
once
submitted
Due to the lengthy processes,
transfer service (exchange of
students
between
similar
faculties) could only be provided
the year after, i.e. students should
enroll in their selected faculties
and after one year they are
eligible for transfer (high cost)
Electronic submission: optional
(for three years)
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www.egypt.gov.eg
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13. GSDP | Services Provided
GAFI | Companies e-Establishment
Companies
establishment
Duration within 3 days.
Investor required one visit
(Single-window) to General
Authority for Investment and
Free-zones.
Roles of the establishment
process merged & reduced.
Egypt ranked 18 in the World
Bank “Starting a Business’ report
2011.
Until 2010
Until 2010
Starting 2011
Starting 2011
Companies
establishment
Duration 15-55 days.
Investor required to do multiple
visits to all involved Government
entities.
Several roles governing the
establishment process.
Egypt ranked 126 in the World
Bank “Starting a Business’ report
2007.
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www.egypt.gov.eg
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14. GSDP | Services Provided
Local Gov. Development
www.egypt.gov.eg
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15. Quality of Public Services
UNPAN Indicators for Measuring E-Government
Development
Human
Infrastructure
Capital Index
Online Service
Overall
Ranking
Year
140
138
140
129
138
106
105
103
115
110
162
140
59
28
23
140
136
99
79
86
2003
2004
2005
2008
2010
146
105
29
107
2012
www.egypt.gov.eg
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16. Online Services| UNPAN Report
2012
E-Participation Index: Ranked 7th (moved up from 42nd in 2010)
100%
100%
100%
79%
80%
64% 64%
59% 57%
60%
27%
40%
20%
0%
Stage One
Stage Two
Stage Three
Stage Four
E-Services Index; Egypt ranked 29th while Malaysia ranked 13th from 193
countries
www.egypt.gov.eg
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17. Thank you very much
www.egypt.gov.eg
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