A call centre service to receive complaints from citizens was initiated on Monday by interim Prime Minister Ibrahim Mehleb at the Information and Decision Support Centre (IDSC), a statement from the cabinet said.
By launching the service, the government will be able to “directly communicate with citizens, define their problems and take all necessary measures to solve the problems in a timely manner”, the cabinet noted.
The experimental operation of the service includes running the hotline with the number 16528 and a setting up a website, www.shakwa.net, which is to receive complaints related to healthcare and bread supply in its first phase, but will be ready to receive all complaints within ten days.
“Received complaints will be delivered to relevant ministries and government authorities to be studied and solved; after that, they will contact the complaint sender to inform him that his application has been addressed,” the statement said.
The government will create a database of citizen complaints, which it will use in its development plans, the cabinet said.
Minister of Communication and Information Technology Atef Helmy announced on 10 March, after a meeting with Mehleb, that the government will launch a call centre to communicate with citizens and receive their complaints and suggestions.