1. 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

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 AA – OECD – Amman, Jordan 2/16 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… AA – OECD – Amman, Jordan28/4/2008 3/16

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: www.egypt.gov.egwww.investment.gov.eg www.business.gov.eg 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) www.egypt.gov.eg Over 800,000 last year, 90% ticket closure rate AA – OECD – Amman, Jordan 28/4/20084/16

5. What Services Are we Talking About? Sample services available on the Internet Enrollment in public Universities (completely digital – around 400,000 customers per year) Renewal of car licenses Car tickets payment and appeal Re-issue of birth certificate Re-issue of NID card Tax forms (electronic filling) Railways reservations Local government development One window stop for the citizen Complete monitoring of the citizens request Involved space remodeling, hardware/software installation, training, support for 6 months and continuous monitoring Achieved over 40 all over Egypt Full coverage by 2011 AA – OECD – Amman, Jordan28/4/2008 5/16

6. How do we monitor our progress? UNPAN Web Services Index Ranking out of 192 Year General Rank e-Gov Infra- structure Human Capital 2003140162106140 2004136140105138 20059959103140 200879 28 115129 Participation Index: Rank 49 out of 192 Overall Rank: 79 (20 positions gained) 28/4/20086/16AA – OECD – Amman, Jordan

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, Jordan28/4/20087/16

8. 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, Jordan28/4/20088/16

9. 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, Jordan28/4/20089/16

10. CRM Q.C Service Centers Call Center E- payment HQ Shipping SCM Government Entities, Banks,… Citizens Banks Service Centers Model TAMEX Service Centers – The Model AA – OECD – Amman, Jordan28/4/200810/16

11. Service Centers – The current Model 50 AA – OECD – Amman, Jordan28/4/200811/16

12. Service Centers – The new model AA – OECD – Amman, Jordan28/4/200812/16

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, Jordan28/4/200813/16

14. ActivityNo. of Transactions Remarks Number of gov. services via SCs 136000 Number of gov. services through Call Center 2890(15 days operation) ATM21240(3 ATMs 60 days operation) Statement Collections962(1 month operation) Personal loans130(1 month operation 20 SCs) Prepaid telecomm cards 12560(30 days/ 21 PSC) The Example of TAMIMA - 2 AA – OECD – Amman, Jordan28/4/200814/16

15. Challenges Myth: Government employees are the only trusted means for performing services to citizens Still, many government organizations dont trust the concept Continuous awareness for government organizations officials is needed The need for a regulator for public services AA – OECD – Amman, Jordan28/4/200815/16

16. Service Centres - Egypt awahab@ad.gov.eg AA – OECD – Amman, Jordan28/4/2008 Thank you! 16/16