Author(s): Presidency of the Government, Central Office of Relations with the Citizen, E-Government Unit
Resource Type: Case studies
Countries: Tunisia
SDG: GOAL 16. Peace and Justice Strong Institutions, GOAL 17. Partnerships to achieve the Goal
Keywords: e-Participation, Collaboration, Citizen Engagement, Administrative Reform, E-Government, Open government
E-People System
Source in Arabic: ENACT Case Study - ePeople System, Tunisia
The e-people system is a national mechanism for participation and interaction between the public administration and citizens. It enables them to submit their requests or suggestions, and to trace the submissions until they receive an electronically signed answer. It also enables citizens to express their opinions and participate in dialogue through the "Forum".
Principles supported
- Responsiveness
- Trust
- Transparency
- Inclusiveness
- Effectiveness
Technology focus
Connectivity (high speed internet/broadband) technologies - Cybersecurity technologies - Data centres - Open Data
Purpose
The e-people system is part of the Tunisian government's efforts to diversify the mechanisms of receiving public opinions and observations and developing communication with them. It aims at building citizens' trust in public administration and supporting their active participation in improving the quality of government services.
Contributors/ Partners
- Korea International Cooperation Agency KOICA
- E-Government unit
- National Center of Informatics
- National Agency for Electronic Authentication
- National Agency for Information Safety
Functions and/or Features
The system includes five functions:
- Petition: to direct complaints and trace their administrative progress.
- Guidance: to inquire or obtain information related to administrative services.
- Suggestion: to submit proposals to improve management and quality of services.
- Notice: to report problems that threaten the public interest.
- Forum: for interaction and discussion about public policy and services.
Outcomes, impacts & changes
- Developing channels for receiving citizens feedback.
- Ease of access to the system.
- Developing public trust and confidence in the administration.
- Enhancing public participation in open government.
- Citizens’ contribution to developing government services.
- Unifying the procedures of citizen relations offices and facilitating transparent communication and responses.
- Establishing mechanisms for information exchange and interaction between government agencies.
- Enhancing the efficiency of administrative performance.
Challenges
- Maintenance of technical equipment.
- Managing the change process.
- Keeping up with technological changes.
Lessons learned
- Continuous development of staff capabilities is necessary.
- Developing communication channels and coordinating between the offices responsible for relations with citizens.
- Re-engineering of administrative procedures.
- Need for continuous engagement of citizens in the development of public policies and in contributing to the protection of public resources and properties.
- Improving the management of public projects.
