Roll-Out citizen service center concept and development of national guideline for citizen service center.
To advance e-government initiatives and improve citizen access to government services, this project focuses on strengthening Tripoli Center Municipality’s Citizen Service Centers and support the establishment of new ones across Libya. It also operates at the national level in collaboration with the Ministry of Local Governance (MOLG). The initiative is being implemented in partnership with the German Agency for Development GIZ and the Ministry of Local Governance.
A comprehensive assessment was conducted for the Tripoli Center Municipality Citizen Service Center, which was previously established with OTR’s support. The analysis covered all sectors the center serves, identifying gaps in: (Legal framework , Administrative structure, Technical capabilities, Technological infrastructure ,Financial sustainability ,Human resources capacity) . Based on the findings, OTR implemented corrective actions to improve service quality, transparency, and efficiency. Measures included legal and technical adjustments, compliance improvements, and capacity-building initiatives. Multiple meetings were held with municipal departments and the mayor to establish corrective procedures, ensuring alignment with governance and service delivery improvements.
Project Activities:
- Gap Analysis in Additional Municipalities: OTR team is currently initiating the gap assessments for Tobruk, Ghadames, and Abu Salim municipalities to identify service delivery challenges and opportunities for improvement.
- Formation of Technical Working Groups: Four technical working groups have been established in Tripoli, Tobruk, Ghadames, and Abu Salim municipalities. These groups, composed of municipal staff from relevant sectors, focus on enhancing the effectiveness of Citizen Service Centers.
- Establishment of Three New Employee Service Centers: In partnership with GIZ, three additional employee service centers will be established. These centers will:
- Enhance e-government initiatives by integrating digital platforms and modern service delivery models.
- Provide state-of-the-art workspaces equipped with advanced technology.
- Train human resources on best practices in public interaction and service management.
- Development of Operational Frameworks: establishment of procedural manuals, job matrices, and job description cards to standardize operations and expand the range of services offered.
- Enhancing Citizen Experience: By streamlining processes and increasing service availability, the project aims to improve citizen satisfaction, strengthen trust in government institutions, and contribute to sustainable development goals related to good governance.
- Building Capacity: OTR is developing training materials based on identified skill gaps among staff in the centers and will deliver training sessions along with peer-to-peer exchanges.
Development of a National Guidebook: In collaboration with the Ministry of Local Governance, OTR is developing a Citizen Service Center Guidebook. This guide will provide a standardized framework for service delivery, ensuring consistency and efficiency across municipalities.
