Install a Virtual Single Window for Public Service Request and Receipt in Order to Facilitate Access to Public Information (CI0008)
Action Plan: Côte d’Ivoire Action Plan 2016-2018
Action Plan Cycle: 2016
Lead Institution: Ministry of Public Service and Modernization of Public Administration
Support Institution(s): -Ministry of Digital Economy and Post through National Agency for Universal Service for Telecommunication (ANSUT) -Government Centre for Information and Communication -Bureau National d’Etudes Techniques et de Développement (BNETD) -Société Nationale de Développement Informatique (SNDI); -African Development Bank (ADB)
Policy AreasE-Government, Public Participation, Public Service Delivery, Records Management, Right to Information
Current Situation or problem/question to be addressed/having to be resolved: -Difficulties in obtaining administrative documents ( constraints in line with travel, waste of time) -Lack of transparency in issuance of administrative documents; Main purpose: Enable citizens to more easily access public adminsitration services by online posting them. Brief description of the commitment: -Users will request and receive services on line; -The pilot project addresses 40 procedures from four (04) ministries: Tourism, Agriculture, Health and National Education; OGP challenges addressed by the commitment: Public service enhancement ICT utilization; Relevance: -The "e-administrative Procedures" project ensures a digital single window of request and receipt of services from public administration. It aims at ensuring interoperability between the user and the administration via IT systems; -Fight against corruption; -Strengthening of transparency; Ambition: -Receipt of public service processes are defined, simplified and known to all citizens; -Administrative procedures are online posted and accessible to citizens. -Public service users implement their procedure online.
IRM Midterm Status Summary
8. Facilitate access to public information
Install a virtual single window for public service request and receipt in order to facilitate access to public information
- Brief description of the Commitment
- Users will request and receive services on line.
- The pilot project addresses 40 procedures from four (04) ministries: tourism, agriculture, health and national education
Verifiable and quantifiable stages for implementing this commitment
- Implementation of the management tool of the 'administrative procedures portal'
- Pilot phase study of online posting of 40 administrative procedures of 4 departments
- Issuing the call for tenders for pilot procures dematerialization
- Development of the first e-service of the pilot phase
- Development of the last e-service of the pilot phase
Editorial Note: One out of five milestones was completed before the start of the implementation period. This report focuses on the four remaining milestones.
Responsible institution: Ministry of Public Office and the modernization of administration.
Supporting institution: General Directorate of Modernization of
Start date: 2015
End date: 2017
Context and Objectives
This commitment aims to enable citizens to more easily access information about the performance of public administration by making it available online. The government created the commitment to support the president’s ambition to make Côte d’Ivoire an emerging country by 2020.
The government seeks to implement reforms by using information and communications technology (ICT). The director general of the Ministry for the Modernization of Administration and the Innovation of Public Service stated that the executive had instructed the ministry to use ICT 'to bring together the
administration and the administrated.'1 According to the same government representative, the ministry faces obstacles to transparency. These include lack of communication about services, difficulties in internet access, lack of computer and electrical equipment, and an insufficient computer culture.2
The representative also added that among the 5,000 services available, about 30 percent of them are found in Abidjan, compelling people in the rest of the country to travel.3 The government would like to dematerialize certain procedures.
Establishing a virtual window for public service inquiries and reception would make access to information easier, according to the government, because it would offer centralized and permanent availability in all areas. The commitment, as it stands, appears relevant to OGP values. Providing access to information and technology and improving transparency and responsibility would improve the quality and quantity of information the government transmits to the public. Providing these services via internet is a real innovation.
The potential impact of this commitment is minor. It remains difficult to obtain documents and services due to lengthy administrative processing times, corruption, low awareness of services and procedures, and unqualified administrative staff. According to the government representative,4 citizens who cannot read and write face those barriers to accessing information. Fifty-seven percent5 of the population is illiterate, and only 22 percent6 of the population has internet access. This commitment does not consider these factors.
8.1. Implementation of the administrative procedures portal: This milestone has a limited implementation level.7 The general director of the Ministry for the Modernization of Administration and the Innovation of Public Service stated that communication as well as changes had been implemented. Civil society representatives, however, stated that the portal existed in an experimental phase and was not yet operational. The portal is online and contains links to different procedures. However, none of these pages have been completed.
8.2. Launch of the tender for the dematerialization of pilot procedures: This milestone has been completed. A government representative stated that the call for tender had been done and was accepted in April 2016, before the review period.8 The ministry supplied no evidence concerning the tender. The IRM researcher requested such information during a meeting with the director and followed that request with three emails on 7, 21 and 22 February 2018. However, some dematerialized procedures can be found on the online portal, though they are not all operational at the moment. This is the situation, for example, for cases of litigation and the security of private individuals.9
8.3. Development of the first e-services of the pilot phase: This milestone has not been implemented, according to the government.
8.4. Development of the last e-services of the pilot phase: This milestone has not been implemented, according to the government.
On 21 February 2018, in an email, the technical advisor to the director general and the person at the focal point of this commitment stated that 30 procedures had been dematerialized.10 The assessment report from civil society, however, states that it was 36 procedures. That same number was reported in a September 2017 article on this issue.11
The portal is not yet operational.
Due to the reasons stated above, the IRM researcher recommends that this commitment be better defined in the next national action plan. It should include more detail about each milestone and its impact. As confirmed in a 30 October 2017 article submitted to the IRM researcher by the government, this procedure aims to improve the quality of institutions and continuing governance. It requires a structural transformation of public administration, but the online platform should be improved and extended, which would encourage true open government.
1 Dr. Ibrahim Lokpo, General Director, Ministry for the Modernization of Administration and the Innovation of Public Service, interview by IRM researcher, 7 February 2018.
5 'Le Taux d’Analphabétisme a Chuté de 7.2% en Côte d’Ivoire,' Official Portal of the Côte d’Ivoire Government, 9 October 2017, http://www.gouv.ci/_actualite-article.php?d=6&recordID=8173.
8 Dr. Ibrahim Lokpo, General Director, Ministry for the Modernization of Administration and the Innovation of Public Service, interview by the IRM researcher, 7 February 2018.
10 Kacou Gustave, Technical Advisor, OGP point of contact at the Ministry for the Modernization of Administration and the Innovation of Public Service, contact by IRM researcher via email, 21 February 2018.
11 'Administration Ivoirienne: La Côte d’Ivoire va Procéder à l’Opérationnalisation de 36 Procédures,' Abidjan.net, 29 September 2017, https://news.abidjan.net/h/623201.html.
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Install a Virtual Single Window for Public Service Request and Receipt in Order to Facilitate Access to Public Information
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