Abstract
The USAID/Egypt end-of-term performance evaluation of the Effective Services and Planning Project (EPSP); Citizen Service Centers and Capacity Building Program answered three questions. The first question examined satisfaction with the services provided by seven citizen service centers (CSCs) in the Aswan and Beheira governorates to the local citizenry. The second question looked at the effectiveness of these centers and their influence on reducing corruption and changing community attitudes toward government. The last question examined the effectiveness of the training of CSC staff and young professionals within the Ministry of Planning, Monitoring and Administrative Reform (MoPMAR). The research team used a mixed methods approach. Quantitative data was collected through face-to-face exit surveys at each service center. The evaluation team: (1) reviewed 84 program documents and data sources and (2) interviewed 411 stakeholders. The evaluation found that CSC satisfaction levels were high despite delays by district officers in processing and approving most (72%) permits and licenses within the legal limits. Customers were also satisfied with the citizen service center model for reducing corruption. Lastly, the training of CSC staff and Ministry young professionals was seen to be relevant to their needs and to contributed to improved job performance. Recommendations for the governorate, municipality and district level offices included: (1) conducting periodic public awareness campaigns to highlight the CSC one-stop-shop model and (2) increasing collaboration among districts to share lessons learned among CSCs with web-based applications. Recommendations for MoPMAR included providing additional training, software and equipment for technical personnel of district customer service representatives. (Author abstract)