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Citizen Charter

Our commitment to delivering quality government services to citizens

Our Commitment to You

The MESOB (Ministry E-Services One-Stop Box) Citizen Charter outlines our commitment to providing efficient, transparent, and citizen-centric government services. This charter establishes the standards of service delivery, citizen rights, and our accountability to the people of Ethiopia.

Our Vision

To become the leading digital platform for government services in Ethiopia, ensuring seamless, accessible, and efficient service delivery to all citizens, businesses, and visitors.

Our Mission

To provide a unified, digital gateway for all government services, eliminating bureaucratic barriers, reducing processing times, and enhancing transparency in public service delivery.

Service Standards

Timeliness:

  • We commit to processing service requests within the specified timeframes
  • You will receive timely updates on the status of your applications
  • Processing times are clearly displayed for each service
  • Delays will be communicated with explanations and revised timelines

Accessibility:

  • Services are available 24/7 through our digital platform
  • Multiple language support (Amharic, English, Oromo, Tigrinya, Somali)
  • User-friendly interface designed for all technical skill levels
  • Accessibility features for users with disabilities

Transparency:

  • Clear information about service requirements, fees, and procedures
  • Real-time tracking of application status
  • Transparent fee structure with no hidden charges
  • Public disclosure of service performance metrics

Quality:

  • Accurate processing of applications
  • Professional and courteous service delivery
  • Continuous improvement based on citizen feedback
  • Regular quality audits and assessments

Your Rights as a Citizen

Right to Information: Access to clear, accurate, and timely information about available services, requirements, and procedures
Right to Fair Treatment: Equal access to services regardless of background, location, or status
Right to Privacy: Protection of personal information in accordance with data protection laws
Right to Redress: Mechanism to file complaints and seek resolution for service-related issues
Right to Feedback: Opportunity to provide feedback and suggestions for service improvement
Right to Appeal: Process to appeal decisions or request reviews of service outcomes

Service Guarantees

Processing Time

We guarantee that services will be processed within the stated timeframes. If delays occur, you will be notified with explanations and updated timelines.

Fee Transparency

All fees are clearly displayed before service submission. No hidden charges or unexpected costs will be applied to your transactions.

Data Security

Your personal information is protected with industry-standard encryption and security measures. We never share your data without consent.

Support Availability

Our support team is available through multiple channels to assist you with any questions or issues you may encounter.

Complaints and Feedback

We value your feedback and are committed to continuous improvement. If you have concerns about our services or suggestions for enhancement, please:

Response Commitment:

We commit to acknowledging complaints within 2 business days and providing a resolution or update within 10 business days.

Our Responsibilities

Maintain high standards of service delivery and continuous improvement
Protect your personal information and ensure data security
Provide clear, accurate, and timely information
Treat all citizens with respect, fairness, and professionalism
Respond promptly to inquiries, complaints, and feedback
Ensure transparency in service delivery and decision-making

Working Together

This Citizen Charter is a living document that reflects our commitment to serving you better. We regularly review and update it based on your feedback and changing needs. Together, we can build a more efficient, transparent, and citizen-centric government service delivery system.

Last Updated: February 25, 2026

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