06 December 2022 08:22 PM

"Your Voice is Heard" Initiative

Friday، 12 August 2022 - 07:14 PM

In light of President Abdel Fattah El-Sisi’s directives to establish a sustainable mechanism for communication between officials and citizens, receive their complaints and demands and work on resolving them, the Ministry of Local Development launched the “Your Voice is Heard” initiative in October 2018 under the patronage of Prime Minister Dr. Mustafa Madbouli as an unconventional mechanism for communicating with citizens. This coincides with the state’s efforts to introduce the foundations and pillars of the new republic that enhances the dignity of citizen, and provides and boosts communication mechanisms. This, in turn, would lead to the transparent participation of citizens, in addition to activating the principles of rational governance, especially with starting a new phase towards bringing about a sustainable development that would elevate the level of services and improve the quality of life for the welfare of the Egyptian citizen.

Axes of the Initiative

          “Your Voice is Heard” Initiative is based on two main axes: First; ‘Local Administration Responsive to the Citizen’, where the citizen is an active party in the system of fighting corruption, negligence, waste of resources, and the lack of effectiveness and efficiency of the performance of local authorities in the services they provide. Moreover, citizens should have the right of to submit their proposals through an integrated platform that is dedicated for communication with citizens. Second; is “a local administration moving and working for the citizen" by addressing problems, resolving complaints and responding to the citizens' inquiries through an integrated platform to communicate with citizens. This should take place through the presence of a permanent mechanism for managing the initiative on all Local levels in the Ministry and governorates.

Means of Communication:

Citizens can contact the "Your Voice is Heard" team through the WhatsApp number (01150606783), the hotline number (15330), the initiative's official page on "Facebook" (www.facebook.com/sotakmasmwo) and the email (Info@mld.gov.eg)

Outcome of the Initiative:

The "Your Voice is Heard" Initiative received great attention during its launch, the matter which greatly contributed to its development, providing several means of communication and following up on the performance indicators on a regular basis, thus rapidly improving the governorates response levels. In this respect, several working teams achieved a remarkable distinction in responding to the citizens' complaints.

A Follow-up Report on "Your Voice is Heard" Initiative in March 2022:

Since its launch, the Initiative received 453,353 messages, including 85049 complaints, 82,506 of which had been resolved, at a rate of 97%, and 2543 complaints are being resolved.

During the month of March, the Initiative received 11,295 messages, including 2076 complaints, 1679 of which were resolved by 81%. Most number of complaints was from the garbage, with 946 complaints, followed by those of the road occupancy, with 837 complaints, then construction violations with 118 complaints, encroachments on agricultural lands and state property with 71 complaints, and corruption with 10 complaints. All such complaints were referred to the authorities concerned for investigation and taking the necessary action in this respect. Number of complaints related to the Decent Life Initiative reached 11.

The report indicated that the WhatsApp service received 8,556 messages, including 1,689 complaints, of which 1,387 complaints were resolved by 82%, and 302 are being resolved. The Facebook page also received 2,483 messages, including 360 complaints, 272 of which were resolved by 75.6%, while the number of the page followers exceeded 70,000 followers.

The Initiative's e-mail received 256 messages, including 27 complaints, 20 of which were resolved by 74%, while the hotline received 410 phone calls that included citizens' suggestions and inquiries about the submitted complaints, especially those related to commodity prices which were directed to the competent authorities in the governorates.

Outcome of "Your Voice is Heard" Initiative in April 2022:

Since its launch, the "Your Voice is Heard" Initiative has received more than 467,000 messages. These messages included 87,000 complaints where 84.4 thousand complaints were resolved at a rate of 97%, and 2641 complaints are being resolved; pointing to the importance of opening and diversifying channels for receiving and monitoring the citizens' complaints and calls for help on an ongoing basis, and rapidly working on addressing such problems.

During the month of April 2022, the "Your Voice is Heard" Initiative received 13.9 thousand messages, including 1997 complaints where 1599 complaints were answered by 80%, and 398 complaints are being resolved.

The citizens’ complaints received by the Initiative during the month of April varied between 291 complaints of garbage, 282 complaints of road occupancy, 100 complaints of construction violations, 56 complaints of infringements on agricultural lands and state property, 8 complaints of corruption, and 9 complaints related to the “Decent Life” Initiative, in addition to 21 complaints related to commodity prices. All such complaints were submitted to the competent authorities in the governorates to take the necessary action, stressing that the follow-up of the citizens’ complaints and achieving their satisfaction on the services provided  in all governorates is one of the most important aspects of evaluating the work of local administration leaders.

Through the WhatsApp application, the Initiative received 11.4 thousand messages during the month of April, which included 1688 complaints, of which 1365 complaints were resolved by 81%, and the number of followers of the page reached 71.5 thousand followers. The page received 2321 messages from citizens, of which 301 complaints were resolved by 76%. The e-mail received 137 messages, including 8 complaints, which were resolved by 62.5%, and the hotline service received 396 phone calls, including the suggestions of citizens and inquiries about the submitted complaints, especially those related to commodity prices.

The governorates of Giza, Qalyubia, Cairo, Dakahlia, Gharbia, Minya, Assiut and Port Said were the most responsive to the complaints received through the Initiative during the month of April.

A Follow-up Report on "Your Voice is Heard" Initiative in May 2022:

          The Initiative received 479,972 messages since its launch, including 89,235 complaints, of which 86,435 have been resolved, at a rate of 97%, and 2,800 are being resolved.

During the month of May, the Initiative received 12,781 messages, including 2,189 complaints, of which 1,745 were resolved by 79.7%. The  most number of complaints were from occupancies with 1,076 complaints, followed by that from garbage with 883 complaints, construction violations with 184 complaints,  encroachments on agricultural lands and state property with 57 complaints, and finally from corruption with 7 complaints. All such complaints were referred to the concerned authorities in the governorates for investigation and taking the necessary actions, while the number of complaints related to the Decent Life Initiative reached 11 complaints.

The report indicated that the WhatsApp service received 10,251 messages, including 1,807 complaints, of which 1,464 were resolved, by 81%, and 343 complaints are being resolved. The Facebook page received 2,445 messages, including 380 complaints, of which 279 were resolved by 73.4%, while the number of followers to the page exceeded 72,921 followers.

The e-mail received 85 messages, all of which were resolved, by 100%, while the hotline received 545 phone calls that included citizens' proposals and inquiries about the submitted complaints, especially those related to commodity prices, and were all directed to the competent authorities in the governorates.


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