Ethiopia has taken a major leap forward in modernizing its public service delivery system with the inauguration of the Mesob One-Stop Service Center in Addis Ababa. Launched by Prime Minister Abiy Ahmed, the facility is designed to address long-standing frustrations faced by citizens in navigating inefficient and fragmented government services. The new center is a cornerstone of broader civil service and economic reforms, aimed at making public services more efficient, transparent, and user-friendly.
In a statement on social media, Prime Minister Abiy Ahmed highlighted the transformative vision behind Mesob. “Addressing the areas that cause frustration for our citizens in service administration is a priority for us,” he said. “Today, we inaugurated the Mesob One-Stop Service Center as part of this commitment.” He described three defining aspects of the initiative: transforming an old, dilapidated building into a modern, aesthetically pleasing environment; integrating locally developed software systems to streamline services; and preparing a new generation of professionals to deliver dignified and efficient public service.
Twelve federal government institutions are now housed under one roof at the Mesob One-Stop Service Center, offering more than 40 different services. This integration allows citizens to access a range of government services—such as immigration, national ID registration, authentication of documents, revenue services, trade, labor, skills development, foreign affairs, postal services, education assessments, and telecom and banking services—without the need to visit multiple offices. The digital backbone of the facility ensures that services are delivered quickly, transparently, and without the cumbersome paper-based processes that have characterized government service delivery in the past.
“Developing systems like this addresses many of the frustrations our citizens face and, over time, will contribute to greater public satisfaction,” Prime Minister Abiy emphasized, noting that this pilot center is just the beginning. The government plans to replicate and expand this model across the country as part of its ongoing reform agenda.
The official launch was attended by high-ranking government officials, including Deputy Prime Minister Temesgen Tiruneh, along with federal ministers and institutional leaders. They toured the facility and observed the integrated service model in action. State Minister of Trade and Regional Integration, Yasmin Wohabrebbi, stated that the center is essential not only for citizen satisfaction but also as part of Ethiopia’s comprehensive macroeconomic reform. By modernizing government services, she said, the government is creating a more conducive environment for private sector participation and economic growth.
“This is a core part of our Homegrown Economic Reform,” Yasmin said. “When citizens and businesses can access public services efficiently, it contributes directly to investment, productivity, and trust in government institutions.” She also emphasized the importance of civil service reform in improving the quality of public service delivery.
One of the key innovations of the Mesob Center is its digital infrastructure, developed locally with a focus on data sovereignty. Tigist Hamid, Director-General of the Information Network Security Administration, confirmed that all institutional applications were subjected to rigorous security screening and auditing before being integrated into the Mesob system. This ensures that the data collected and managed by the center remains within Ethiopia, providing full control and security for citizens’ information.
Mesob is staffed by a team of trained young professionals who are equipped to assist citizens, including those unfamiliar with digital technologies. This inclusive approach ensures that no one is left behind as the country transitions to more digital and efficient systems. Citizens are guided through the new system by knowledgeable personnel, making the experience smoother and more accessible.
Tourism State Minister Endegena Abebe also voiced support for the initiative, noting that the Ministry of Tourism is preparing to join the Mesob platform. “This center is a model of how digital innovation can enhance government efficiency,” she said. “It reflects Ethiopia’s ability to develop homegrown solutions to modernize public services.”
The diplomatic community has taken note of Ethiopia’s innovative step. Following a visit to the Mesob One-Stop Service Center, Indian and Russian ambassadors praised the country’s leadership in using technology to simplify and unify service delivery. Indian Ambassador Anil Kumar Rai described the center as “eye-opening,” lauding Ethiopia’s use of locally developed technology and commitment to data sovereignty. “You have taken great care in ensuring that the data, which is the new resource for the world, is kept in your own servers,” he remarked. “This means you are in a position to have full sovereignty over your data.”
Rai also praised the scalability and accessibility of the system, saying that Ethiopia’s model could be replicated across the country to continue improving service delivery. The ambassador stressed that such systems not only increase access but also lower costs and waiting times for citizens.
Russian Ambassador to Ethiopia, Evgeny Terekhin, echoed these sentiments, calling the initiative a “wonderful establishment” that addresses one of the most valuable resources in today’s world—time. “People often spend hours or even days moving between offices to handle various tasks,” he said. “This center allows them to complete multiple services in one place, making it possible for them to use their time more meaningfully.”
The diplomats’ visit, alongside President Taye Atske-Selassie and other dignitaries, highlighted the international interest in Ethiopia’s approach to public service innovation. It also underscored how digital transformation in governance is increasingly seen as a benchmark for national development and modernization.
The Mesob One-Stop Service Center represents a significant milestone in Ethiopia’s journey toward building a more citizen-centric public administration. It not only reflects the government’s commitment to responsive and transparent service delivery but also showcases the capacity of local institutions and professionals to implement world-class technological solutions. As the government moves to expand the model across regions, it is clear that Mesob is more than a service center—it is a symbol of Ethiopia’s aspirations for a modern, inclusive, and efficient state.
Through the successful integration of services, local innovation, and emphasis on data sovereignty, Ethiopia is laying the groundwork for a more accountable public sector. The Mesob One-Stop Service Center serves as both a functional solution to daily bureaucratic frustrations and a forward-looking strategy for national development.
By leveraging digital tools and inter-agency collaboration, the Ethiopian government has demonstrated that meaningful reform is possible when driven by a vision for equitable access, efficiency, and technological self-reliance. As Ethiopia scales the Mesob model to other cities and regions, the positive impact on citizen experience, trust in government, and economic activity is expected to grow significantly.
BY DANIEL ALEMAYEHU
THE ETHIOPIAN HERALD THURSDAY 8 MAY 2025
