Major General Hisham Amna, Minister of Local Development, received a report on the efforts of the ‘Your Voice is Heard’ initiative during the month of January 2024, to respond to citizens’ complaints, communicate quickly and continuously with them through the means of communication announced by the Ministry and the governorates, and work to quickly take the necessary steps towards resolving them in a way that achieves citizens’ satisfaction with the administration’s performance.
Locally in the various governorates of the Republic.
He stressed the Ministry’s interest in supporting the ‘Your Voice is Heard’ initiative, in implementation of the mandates of His Excellency President Abdel Fattah El-Sisi, President of the Republic, on the need for there to be a continuous mechanism for communication between officials and citizens, receiving their complaints and demands, and working to quickly resolve them.
He pointed out that the Ministry launched the ‘Your Voice is Heard’ initiative in October 2018.
Under the
auspices of the Prime Minister, as an unconventional mechanism for communicating with citizens, to coincide with the state’s efforts aimed at creating the foundations and pillars of the new republic that elevates the status of the citizen, and places as a top priority the availability and strengthening of communication mechanisms that achieve citizen participation within a framework of transparency and activating the principles of good governance .
He pointed out that the ‘Your Voice is Heard’ follow-up report during the month of January 2024 confirmed that the initiative has received 781,842 messages since its launch in 2018 until now, including 126,674 complaints, with about 123,821 complaints being resolved, at a rate of 97.7%. Work is underway to resolve 2,853 complaints, pointing to the importance of uniting the efforts of state agencies and institutions to work quickly to respond to citizens’ complaints, distress requests, and requests, and to facilitate access to various services necessary for them, i
n a way that contributes to raising their efficiency in all governorates.
He pointed out that the initiative received about 17,328 messages during the month of last January, of which 2,111 complaints were resolved, 1,711 of which were resolved by 80%, and 400 complaints are being resolved.
He pointed out that occupancy complaints topped the complaints received by the initiative during the month of last January, with a total of 857 complaints, followed by Garbage complaints amounted to 684 complaints, then encroachments on agricultural lands and state property amounted to 275 complaints, and building violations amounted to 268 complaints, in addition to corruption complaints, 11 complaints, and 16 complaints related to fares and price increases, and they were directed to the competent authorities to take the necessary action.
He added that the ‘Your Voice is Heard’ report for January 2024 indicates that the WhatsApp service received 13,550 messages, which included 1,740 complaints, of which 1,375 complaints
were resolved, at a rate of 79%, and 365 complaints are being resolved.
The initiative’s Facebook page also received 3,680 messages, including 350 complaints. Of these, 320 complaints were resolved at a rate of 90.1%, while the number of followers of the page reached 88,936 followers, while the initiative’s e-mail received 98 messages, including 16 complaints, which were resolved at a rate of 100%, while the hotline received 441 phone calls containing citizens’ suggestions.
Inquiries about complaints submitted and reports about violating construction and cases of encroachment on agricultural land were directed to the competent authorities in the governorates.
He explained that the initiative received great attention during the last period, which contributed significantly to developing its capabilities, expanding the availability of ways for citizens to communicate with it and following up on performance indicators on a regular basis, which was quickly reflected in the improvement of the governorates’ respo
nse levels in terms of quantity and quality, as many work teams in the governorates recorded Noticeable excellence in the speed of responding to citizens’ complaints, pointing to the importance of the initiative’s multiplicity and diversity of communication channels to receive citizens’ complaints and inquiries in a way that meets the opportunity to listen to their problems and demands and quickly respond to and solve them in a way that achieves their satisfaction with all the services provided to them.
He added that the ministry’s work team works throughout the day in coordination with work teams in the governorates, as the initiative works on 5 main types of citizen complaints, which are illegal construction, encroachments on agricultural lands and state property, violations of all kinds, occupancy, and corruption, in addition to complaints in the villages of the presidential initiative. Decent life”.
He called on citizens to submit their complaints and suggestions to the initiative through all communicat
ion channels in order to alleviate their burdens, respond to their complaints, and achieve their satisfaction with the services provided, which is what the ‘Your Voice is Heard’ initiative is working on, explaining that it is possible to communicate with the Your Voice is Heard work team through means of communication.
The various services provided by the initiative via the WhatsApp number (01150606783), the hotline number (15330), the official page of the initiative on the social networking site (Facebook) (www.facebook.com/sotakmasmwo) and the email [email protected].
Source: State Information Service Egypt
