Madbouly: Directives from the political leadership to facilitate the reception and monitoring of citizens’ complaints and to take the necessary measures to resolve them quickly
Dr. Mustafa Madbouly, Prime Minister, reviewed the annual harvest of the efforts of the unified government complaints system for the year 2020, in a report presented by Dr. Tariq Al-Rifai, director of the system.
Al-Rifai said that with the beginning of 2020, and based on the instructions of the Prime Minister, the capabilities of the unified governmental complaints system were gradually raised to keep pace with the various events and variables, and this resulted in an increase in its effectiveness, as it was able during last December to receive and monitor 149,000 complaints, requests and distress, to reach The total number of complaints dealt with by the system reached 1.35 million complaints during 2020.
The Prime Minister indicated that the working mechanism of the unified governmental complaints system created a link between the government and the citizen, stressing in this regard the need for work to be done at the highest level in terms of speed of response and solving citizens ‘problems, in implementation of the directives of the political leadership on the need to facilitate ways to receive and monitor citizens’ complaints and speed Take the necessary measures to solve it, stressing that the system reduces many bureaucratic procedures that used to take months.
The system manager confirmed that 87% of the total complaints that were directed to the authorities during the year have been resolved, and the remaining ones are being followed up in coordination with the ministries, governorates and other government agencies, and thus the system has succeeded in receiving and examining 2.56 million complaints electronically since its establishment in July 2017.
He continued that the vital role of the system as a link between the citizen and the government, was reflected in the prime minister’s assignments for the system to quickly coordinate with government leaders and resolve citizens’ complaints, especially during some important events such as complaints and reports of suspicion or infection with the “Corona” virus, in cooperation with the Ministries of Health, Population and Higher Education, And reconciliation complaints regarding building violations, in coordination with the various governorates.
Dr. Tariq Al-Rifai explained, during the report, that citizens began to deal with the system during the rain waves and torrents that occurred more than once during the year, in addition to receiving complaints, requests and petitions from citizens to benefit from the grant of the President of the Republic to support the irregular employment affected by the repercussions of the Coronavirus pandemic ”, Complaints from those stranded abroad during the suspension of air traffic in some countries, as well as receiving complaints of accumulation of garbage and waste, as well as dealing with serious complaints, and working to speedily remove all these complaints referred to, and others in coordination with the competent authorities.
He pointed out that with the implementation of the Prime Minister’s decisions to reduce the presence of employees at government agencies ’headquarters as part of precautionary measures to confront the“ Corona ”virus, and some authorities stopped receiving citizens, reliance has become major on the online portal of the system to receive citizens’ complaints electronically, and direct them to officials of the authorities to deal with them in The shift towards digitizing complaints has remained part of the country’s efforts towards digital transformation.
He added that Dr.Mustafa Madbouly issued strict instructions on the necessity of government agencies ‘commitment to responding to citizens’ complaints, requests and aid in various fields, which did not stop at some point being received on the system, but rather monitoring and dealing with those complaints circulating in some media outlets and social media sites. These responses have tangible positive effects on the various circles, especially the owners of those complaints, who were keen to record expressions of thanks to the political leadership for the government’s keenness to receive, monitor and respond to these complaints. The government’s efforts to deal with citizens ’complaints extended through the system to some media organizations, writers and opinion leaders. And thought throughout the year.
The Director of the Unified Governmental Complaints System stated that the year 2020 witnessed an increase in citizens ‘turnout to register their complaints on the system, as it received 1.35 million complaints, an increase of more than 100% over the year 2019, which confirms the increase in citizens’ confidence in the system, and most of those complaints have been examined and reviewed. And directing nearly 1.13 million complaints to the competent authorities, and keeping 214,000 complaints in accordance with the controls of examining and reviewing complaints before forwarding them to the competent authorities.
The report indicated that the development of the rate of receiving complaints during the months of the past year reflects the extent to which the system is sensitive to various events and changes, in addition to the citizens’ confidence in it and to ensure that the necessary measures are taken to resolve complaints, reduce the causes of their recurrence, and to confirm that the system has become known and close to citizens and effective in Same time.
Dr. Tariq Al-Rifai added that with the beginning and spread of the “Corona” virus and the associated repercussions, the system began to receive large numbers of complaints, as in last March it received 107 thousand complaints, which increased to 178 thousand complaints in April, and reached its climax in May, where it received The system has 206 thousand complaints, the largest share of which is related to requests, complaints and petitions related to the owners’ desire to obtain a grant from the President of the Republic to support irregular employment affected by the repercussions of the Coronavirus pandemic.
Meanwhile, the sectors of manpower and employment, social solidarity, housing, health, catering, insurance and pensions, utilities, environment, education, electricity, and security accounted for 90% of the total complaints received during the year.
With regard to the geographical distribution of the registered complaints according to the place of residence of the owners, the report indicated that by studying the registered complaints it becomes clear that the citizens of Greater Cairo and Alexandria governorates registered 40% of the total complaints received during the year, then the Delta governorates by 32%, and Upper Egypt governorates by 24%, and finally Canal and border governorates, with 4% of the total complaints received.
During the report, Dr. Tariq Al-Rifai touched on the distribution of complaints according to the sources of their registration, as the Council of Ministers complaints hotline (16528) issues the sources of receiving complaints with a rate of 61%, followed by the online portal of the system by 27%, and the departments and offices of citizen service in the regions recorded 4% of The total number of complaints registered on the system, and it is evident from this that the largest segment of those dealing with the system prefer to use the “phone” to register and follow up complaints on the system.
On the share of the various bodies from the complaints, the report indicated that after the central review and examination of the registered complaints, 75% of them were directed to the ministries, while 16% were directed to the governorates, and the share of agencies, bodies and councils was 8%, and the share of universities 1% of those complaints.
As for the highest authorities receiving complaints during the past year, 9 ministries went to: Manpower, Social Solidarity, Health and Population, Housing, Utilities and Urban Communities, Supply and Internal Trade, Interior, Education, Electricity and Renewable Energy, Communications and Information Technology, and the National Insurance Authority Social, and the governorates of Cairo and Giza.
The report pointed out that the various authorities have made great efforts to deal with complaints directed at them, especially emergency and serious complaints, complaints and requests of a social and humanitarian dimension, as well as dealing with important quantitative and qualitative complaints that affect large sectors and broad segments of society.
The report added: To clarify the size of the effort and the response of the authorities, the bodies associated with the system were divided into groups according to the number of complaints addressed to them, as the ministries were divided into 4 groups, the first group includes the ministries that received and dealt with 50 thousand complaints or more during the year, and the second group included the ministries Which received from 10 thousand complaints and even less than 50 thousand complaints, and the third group included the ministries that received from a thousand complaints and even less than 10 thousand complaints, and finally the fourth group of ministries that received and dealt each with less than a thousand complaints during the year.
The governorates were divided into 3 groups, the first group included the governorates that received and dealt with 10 thousand complaints or more, the second was the governorates that received a thousand complaints and even fewer than 10 thousand complaints, and the third and last group were the governorates that each received less than a thousand complaints during the year.
As for the other government agencies, they were divided into two groups, the first included those that received a thousand or more complaints, and the second for the bodies that each received less than a thousand complaints. As for the universities, which included 29 universities that are linked electronically to the system, they were divided into two groups, the first included universities that received a thousand complaints or more, and the second for universities that received less than a thousand complaints.
The report added that the ministries: Supply and Internal Trade, Health and Population, Housing, Utilities and Urban Communities, Interior, Education, Electricity and Renewable Energy, Communications and Information Technology, Petroleum and Mineral Resources, Agriculture and Land Reclamation, Transport, Endowments, Trade and Industry, achieved a tangible achievement during the year. In terms of dealing with complaints received during the year, in addition to the remaining complaints from the previous year, which required more time to examine and take the necessary measures to remove their causes, the following is the distribution of all ministries: With regard to the ministries that received and dealt with 50 thousand complaints or more during In general, the Ministry of Health and Population ranked first in terms of achievement with a rate of 96%, followed by the Ministry of Manpower with an achievement rate of 94%, and the Ministry of Housing, Utilities and New Urban Communities achieved a completion rate of 89%.
As for the ministries that received 10 thousand complaints and even less than 50 thousand during the year, the Ministry of Electricity and Renewable Energy achieved an achievement rate of 99%, while the Ministries of Education, Communications and Information Technology achieved 88% and 85%.
With regard to the ministries that received a thousand complaints and even fewer than 10 thousand complaints during the year, the Ministry of Endowments was the highest achievement with a rate of 99%, followed by the Ministry of Petroleum and Mineral Resources at 97%, the Ministry of Transport 92%, and the ministries of Agriculture, Land Reclamation, Water Resources, Irrigation, Youth and Sports By 91%.
With regard to the ministries that received less than a thousand complaints during the year, the Ministry of Environment achieved the highest achievement rate in this group, which is approximately 99%, then the Ministry of International Cooperation with 97%, followed by the Ministry of Local Development with 95%, then the Ministries of Immigration and the Affairs of Egyptians Abroad, And trade and industry, by 94% and 91%, respectively.
The report also touched on the position of completing the complaints that were directed to the governorates during the year, indicating that the governorates (Cairo, Giza, Alexandria, Dakahlia, Sharkia, Menoufia, Minya, Beheira, and Qalyubia) achieved tangible quantitative responses as they dealt with the largest share of complaints directed at the governorates. during the year.
Regarding the governorates that received 10 thousand complaints or more during the year, statistics show that the highest governorates received and dealt with complaints was Cairo governorate with 41 thousand complaints during the year, followed by Giza governorate with 21 thousand complaints, Alexandria governorate received 18 thousand complaints, and Daqahlia governorate 17 thousand A complaint and Sharkia governorate 13 thousand complaints. As for completion rates, Menoufia governorate ranked first for completing complaints in this group, with an achievement rate of approximately (99%), followed by Dakahlia Governorate with an achievement rate (96%), then the governorates of Sharkia, Giza and Alexandria with a percentage of (92) %), While Cairo governorate completed the completion of (88%) of the complaints it received on the system during the year.
With regard to the governorates that received a thousand complaints and even fewer than 10 thousand complaints during the year, 4 governorates, namely Port Said, Ismailia, Minya and Al-Buheira, came first in order to complete complaints in this group, with a completion rate of (99%) of the total complaints that were directed to each of them. Assiut has an achievement rate (98%), and the governorates of Qalyubia, Kafr El Sheikh, and Suez (96%), followed by the governorates of Beni Suef and Sohag with an achievement rate of (95%) for each.
With regard to the governorates that received less than a thousand complaints during the year, South Sinai was the highest achievement in this group by nearly 99%, followed by Aswan Governorate by 95%, Subtrah by 94%, then New Valley by 92%, and North Sinai by 85%.
The article The Prime Minister: 1.35 million complaints dealt with by the government complaints system in 2020 were written in the Al-Borsa newspaper.