NIGSD Executive Director discusses the Citizen Charter in preparation for its launch

Dr. Sherifa Sherif, Executive Director of the National Institute for Governance and Sustainable Development (NIGSD), the training arm of the Ministry of Planning and Economic Development, met with the institute's leaders to discuss the executive position of the Citizen Charter, in preparation for its launch.

During the meeting, Dr. Sherifa Sherif explained that the Citizen Charter is a tool to facilitate the provision of services to citizens through specific standards, quality and time frame, with obligations from the government entity providing service to its clients, in accordance with previously agreed upon declared quality standards; So that this pledge, including the criteria it contains, represents a basis for holding the service provider to account.

With regard to the stages of preparing the Citizen’s Charter, Sherif indicated that they are four stages, the first of which is the preparation stage and is represented in selecting and defining the service-providing institution, raising the awareness of service providers about the “citizen’s charter”, obtaining the approval of the higher administrative authorities to adopt and implementing the “Charter”, identifying an official Communication from the charter working group, identification and analysis of stakeholders and raising their awareness, then the design phase and includes consultation with clients, stakeholders, employees (at the top levels in the beginning) and their institutions they represent, preparing a draft citizen charter, approving the “draft charter” from the highest administrative official.

The third stage is the implementation stage and includes spreading and creating awareness of the Citizen Charter, building the capacities of the persons responsible for implementing the provisions of the “Citizen Charter”, establishing and activating citizen-friendly information centers, establishing and activating a system for complaints, dealing with and addressing them. 

Then , the Follow-up and evaluation stage that is present through the establishment of a system to measure the level of performance, follow-up to the charter, evaluation (internal and external) regularly, and the publication of performance results regularly.


The Executive Director of the National Institute for Governance and Sustainable Development shed light on the main performance indicators related to the activation of the Citizen Charter, explaining that they are represented in the satisfaction rate of service recipients in terms of clarity of procedures for obtaining the service, speed and quality of their completion, the number of complaints submitted during a specific period of time, in addition to the development in the number of complaints from one period to another, the percentage of complaints submitted to the total number of transactions completed within a specified time period, the number of complaints that have been followed up, the percentage of complaints that have been followed up out of the total number of complaints submitted, as well as the percentage of complaints that have been resolved out of the total number of complaints, the average time period for resolving complaints, In addition to the number of violations detected by those in charge of the service, the rate of development in the number of violations detected by those in charge of the service from one period to another.