Local Development: The initiative receives 4,602 letters, including 542 complaints, and 417 complaints were resolved, a rate of 77%.
Within the framework of President Abdel Fattah El-Sisi’s assignments to the government on the need to communicate with citizens throughout the republic to find out the problems they suffer from, respond quickly to solve them, and improve the services provided to them, and to complement the efforts of the Ministry of Local Development and its effective role in reaching all citizens in all governorates and resolving their complaints. To reflect the principle of local administration responsive to citizens through its important initiative " Your voice is heard " Which is sponsored by the Prime Minister.
Major General Hisham Amna, Minister of Local Development, reviewed a report on the efforts of the “Your Voice is Heard” initiative. The Ministry’s special responsibility for communicating with citizens, receiving complaints, examining them, and working to solve them in cooperation with the Egyptian governorates from its launch until April 2024.
The Minister of Local Development confirmed that the Ministry paid great attention to the complaints system. And developing mechanisms for receiving them within the framework of improving services and enhancing the level of citizens’ satisfaction and confidence in the local administration, in addition to its constant endeavor to raise the skills of those in charge of the “Your Voice is Heard” initiative. At the ministry and governorate levels, coordinating and linking with the various executive agencies in the relevant governorates and speeding up work on resolving complaints while adding transparency and governance rules to all stages of the initiative so that the system becomes one integrated and interconnected system that facilitates a real and effective response to citizens’ demands.
The Minister of Local Development revealed that the “Your Voice is Heard” initiative has received Since its launch in 2018 until the end of April 2024, about 797.8 thousand messages were sent, including about 128.6 thousand complaints, of which 126.4 thousand complaints were resolved, at a rate of 98.3%, and 2171 complaints are being resolved, indicating the importance of opening and diversifying the channels of receiving and monitoring. Citizens’ complaints and requests for help are ongoing, and we work to quickly take the necessary measures.
Major General Hisham Amna pointed to the results of the “Your Voice is Heard” initiative. During the month of April, the initiative received 4,602 letters, including 542 complaints, of which 417 complaints were responded to, a rate of 77%, and 125 complaints are being resolved, offering thanks to all officials who are quick to provide services to citizens.
The Minister of Local Development explained that garbage complaints occupied the forefront of citizens’ complaints during last April with 186 complaints, followed by occupancy complaints with 139 complaints, then encroachments on agricultural land and state property with 47 complaints, and building violations with 47 complaints. Then, there were 42 complaints about encroachments on agricultural lands and state property, in addition to 123 complaints related to ride rates and price increases, and they were directed to the competent authorities to take the necessary action.
Major General Hisham Amna indicated that the initiative " "Your voice is heard" It is characterized by the multiplicity and diversity of communication channels to receive citizens’ complaints and inquiries, including the hotline, WhatsApp messages, e-mail, and the initiative’s official page on Facebook, which contributes to increasing its ability to reach the largest possible number of citizens from different groups, as each of them can use the method that suits them to present their problems and demands. And the speed of responding to and resolving them, stressing that those in charge of the initiative must quickly respond and interact with citizens’ messages, communicate with executive leadership at the level of all governorates, and submit periodic reports on the extent of the response to those complaints, documenting the situation during reporting and the reality after taking appropriate measures in each of the sites mentioned in citizens’ messages.
The Minister of Local Development confirmed that the initiative received complaints via WhatsApp with approximately 1,541 messages during the month of April, which included 372 complaints, of which 273 complaints were resolved, at a rate of 73%, and 99 are being resolved. Complaint, and the initiative’s Facebook page received 3,000 messages from citizens, including 157 complaints, of which 136 complaints were resolved, at a rate of 86.6%, and 21 complaints are being resolved. The number of followers of the page reached about 91,600 thousand followers, and the e-mail service received 61 messages, of which 13 complaints were resolved, and 8 complaints were resolved. The hotline service received 407 phone calls that included suggestions from citizens and inquiries about the complaints submitted, stressing that he is constantly monitoring the initiative’s response rate to complaints and working to resolve them and the extent of coordination with executive agencies in the governorates to quickly interact with complaints that are monitored through the initiative.
Major General Hisham Amna directed those responsible for the “Your Voice is Heard” initiative To coordinate with all relevant authorities to resolve complaints regarding building violations and encroachments on agricultural lands, especially with the imminent implementation of the Reconciliation Law and its executive regulations in all governorates, and to ensure the solidarity of all relevant authorities to ensure the success of the system and to involve citizens in reporting the emergence of any new or existing violations or building violations. Let the executive agencies of the governorates move immediately to remove them and confront them with all decisiveness.
The Minister of Local Development appealed to citizens who have complaints related to the main axes of the initiative, which are building violations, encroachments on agricultural lands, garbage, occupancy, corruption or any ideas. And new proposals suitable for application in localities, through immediate communication with the “Your Voice is Heard” team. Through the various means of communication provided by the initiative via the “WhatsApp” number. (01200353111), the hotline number (15330), and the official newspaper of the initiative on the social networking site Facebook “Your Voice is Heard” (www.facebook.com/sotakmasmwo), or via e-mail “Info@mld.gov.eg” This is to make it easier for citizens and ensure that their complaints can be easily received and that they can interact and communicate with officials to resolve them as quickly as possible.
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