On a recent visit to the Mesob One-Stop Service Center in Addis Ababa, I was deeply inspired by the scale and sophistication of what I witnessed. Organized under the auspices of the Government Communication Service, the visit offered a front-row glimpse into a transformative initiative that is redefining how Ethiopians experience public services. The Center, a product of visionary reform, is not just a bureaucratic structure—it is a symbol of possibility, innovation, and national pride.
The Ethiopian government, under the leadership of Prime Minister Abiy Ahmed, has launched the Mesob One-Stop Service Center as a major stride toward resolving long-standing public service inefficiencies. This pilot center addresses citizens’ frustrations that stem from navigating multiple disjointed offices and inefficient, paper-heavy procedures. Instead, Mesob integrates technology, institutional cooperation, and citizen-centered service under a single roof.
The name “Mesob” itself is a powerful metaphor. Traditionally, a mesob is a central basket around which Ethiopians gather to share meals—a place of unity, service, and communal purpose. The Mesob Service Center reflects this cultural essence, collecting various public services into one accessible space, ensuring that citizens are served with dignity, efficiency, and respect.
According to Engineer Anteneh Mamo, Director General of the Center, Mesob was established in response to three critical realities: the deep-rooted frustrations caused by bureaucratic red tape, the accelerating pace of technological advancement that demands smarter governance, and citizens’ increasing expectations for high-quality, timely service. The Center tackles all three with remarkable effectiveness.
Located in a renovated building that once symbolized institutional neglect, the Mesob Center now houses over ten federal institutions offering more than 40 services. These include immigration, national ID registration, document authentication, education assessments, foreign affairs, postal services, telecom and banking services, and many others. This consolidation reduces both the time and financial burden on citizens who previously had to navigate a maze of agencies across the city.
One of the most commendable features of the Mesob Center is its locally developed digital infrastructure, which not only improves service speed and transparency but also ensures data sovereignty. In an era when data is a strategic asset, Ethiopia’s decision to retain citizen data within its own borders speaks to a thoughtful, forward-looking governance model.
Equally impressive is the Center’s staffing model. Young, trained professionals welcome citizens with courtesy and guide them through digital procedures with patience and clarity. For many Ethiopians especially the elderly or those unfamiliar with digital tools—this inclusive approach is essential. No one is left behind in this transformation.
Prime Minister Abiy has stated that this pilot center represents a foundation for nationwide reform. The Mesob model is set to be scaled up across various regions as part of Ethiopia’s Homegrown Economic Reform Agenda. This vision could not be more timely. When citizens and businesses have reliable access to quality public services, trust in government grows, productivity improves, and the country’s economic potential is unlocked.
The international community has taken note. After visiting the Center, Indian Ambassador Anil Kumar Rai called it “eye-opening,” applauding the use of homegrown technological solutions and the commitment to retaining citizen data within the country. He also highlighted its scalability and potential to reduce costs and waiting times. Russian Ambassador Evgeny Terekhin similarly commended the initiative for reclaiming one of the most valuable resources: time.
These endorsements point to the broader implications of the Mesob model. It is not just a local success—it is a replicable model of African digital governance, built on indigenous capacity and a clear developmental vision. It proves that governments can deliver world-class service when reform is driven by integrity, inclusivity, and innovation.
Other ministerial offices are already preparing to join the Mesob platform. The momentum is clear, and the case for expansion is compelling. Citizens across Ethiopia—whether in Mekelle, Hawassa, Bahir Dar, or Jigjiga—deserve the same access to fast, respectful, and integrated public services.
To accelerate nationwide rollout, the government should continue investing in local software development, expand training programs for civil servants, and create region-specific models of the Mesob system that account for local needs and languages. Strong monitoring and feedback mechanisms must also be in place to ensure consistent service quality and public trust.
Mesob is not merely a center—it is a movement. A movement toward efficient governance. A movement toward citizen dignity. A movement toward national transformation.
The lessons here are clear. First, public service reform is not an abstract ideal—it is measurable in how it changes daily life. Second, innovation does not always need to be imported; local talent, when trusted and empowered, can produce solutions that are both relevant and resilient. Finally, leadership matters. Without political will and strategic vision, such a reform would remain an idea on paper.
As someone who personally observed this remarkable institution in action, I left the Mesob One-Stop Service Center not just impressed but hopeful. Hopeful that this model will soon reach all corners of Ethiopia. Hopeful that this spirit of innovation will continue to shape our future. And hopeful that citizens everywhere will begin to see public offices not as obstacles but as partners in progress. Let Mesob be a beginning not just in Addis Ababa, but throughout the nation.
BY WAKUMAN KUDAMA
THE ETHIOPIAN HERALD FRIDAY 9 MAY 2025
