In today’s fast-paced digital world, citizens expect quick and efficient access to public services. This is where the concept of a one-stop service comes into play. A one-stop service acts as a centralized hub where individuals can access a wide range of public services in one convenient location.
One-stop service centers are designed to streamline the process of accessing public services by providing a single point of contact for citizens. Whether it is applying for a driver’s license, renewing a passport, or seeking information about social programs, individuals can visit a one-stop service center to get the assistance they need. These centers are expected to be staffed with knowledgeable professionals who can guide citizens through the application process and help them navigate the bureaucracy of government services.
Recently, Prime Minister Abiy Ahmed (PhD) inaugurated “Mesob,” Ethiopia’s first one-stop digital service center. The Center, which marks the pilot phase of a broader national project, integrates services from 12 federal government institutions and offers 41 public services through a fully digital, paperless process.
Accordingly, named after the traditional Ethiopian woven serving basket that brings multiple dishes together, “Mesob” symbolizes the country’s effort to consolidate and modernize public service delivery. Citizens can now access key services such as licensing, digital ID registration, immigration services, tax payments, investment facilitation, and more — all under one roof through a digital platform.
The Mesob Center (One-stop Shop) project is an Ethiopian government initiative to provide critical resident services that require physical attendance by the resident.
Most of these services require documents to be provided by the resident or be exchanged from other systems (organizations) through system-to-system integration. The initiative targets on brining such critical services to be provided at the center. Residents will get these services by visiting one or more service windows at the same location which can touch one or more organizations.
This will shorten the service delivery efficiency of the organizations as well as wins the residents’ satisfaction. Furthermore, service providers and residents will enjoy the highest level of trust with each other while the service providers can share processes as well as exchange data in a seamless and secure manner.
Deputy Prime Minister Temesgen Tiruneh said that the newly inaugurated Mesob One-Stop Service Center is equipped with technologies that enable the provision of transparent and efficient service delivery.
According to him, Mesob One-Stop Service Center is set to contribute to economic growth and create a more favorable climate for investment in Ethiopia by reducing bureaucracy, combating corruption, and improving efficiency.
Including Deputy Prime Minister Temesgen, ministers and other senior federal institution officials visited the Mesob One-Stop Service Center inaugurated recently by Prime Minister Abiy Ahmed.
Temesgen stated on a social media post that the second phase of Mesob reinforces our homegrown reform agenda and strengthens the government’s capacity for institution building. It represents meaningful progress in addressing long-standing challenges in service delivery.
Mesob provides a modern, comfortable work environment equipped with advanced training technologies and managed by talented young professionals, the Deputy PM added.
According to Temesgen, streamlining administrative processes, tackling corruption, and enhancing operational efficiency through the One-Stop Service Center will help drive economic development and attract greater investment.
“Rooted in our cultural value of collective benefit, Mesob symbolizes the power of coming together. We remain committed to continuously upgrading services, addressing citizen complaints, and making Ethiopia’s civil services a model for the nation.”
Trade and Regional Integration State Minister Yasmin Wohabrebbi stated on the occasion that the government has a responsibility to provide efficient and effective services to citizens.
She added that a key part of the comprehensive macro-economic reform is enabling the private sector to have a significant contribution to the country’s economic growth.
For her, modernizing government services through civil service reform is crucial for actively engaging the private sector in the Homegrown Economic Reform.
The Mesob One-Stop Service Center was launched with the support of technology to address the grievances of citizens and enhance their participation.
She explained that users can utilize Mesob without hassle, and there are professionals diligently assisting citizens who may not have digital technology knowledge.
Efforts will be made to expand the type and accessibility of the service to other areas in the future, it was learned.
Information Network Security Administration Director-General, Tigist Hamid, stated that Mesob is a center where 12 government institutions provide services.
The 12 federal government agencies are National ID Ethiopia, Immigration and Citizenship Service, Document Authentication and Registration Service, Ministry of Revenue, Ministry of Trade and Regional Integration, Ministry of Labor and Skills, Ethiopian Investment Commission, Ministry of Foreign Affairs, Educational Assessment and Examination Service, Ethio Post, Commercial Bank of Ethiopia, and Ethio Telecom.
She explained that the institutions that used their own service delivery technologies and applications needed security screening when integrated into the Mesob One-Stop Service Center.
Accordingly, she stated that all institutional applications have undergone the necessary security screening and auditing and have been approved.
Tourism State Minister Endegena Abebe described Mesob as a center that can modernize government service delivery and demonstrate Ethiopia’s capacity to do so.
She stated that Mesob is a system where users can quickly and efficiently obtain two or more services at once.
The State Minister said the Ministry of Tourism is making the necessary preparations to join the Mesob One-Stop Service Center.
In sum, one-stop service centers play a vital role in facilitating public services by providing citizens with convenient access to a wide range of services in one location. These centers offer numerous benefits, including convenience, personalized assistance, and efficiency. By promoting transparency and accountability, one-stop service centers help to build trust between citizens and government agencies, ultimately leading to a more responsive and effective government.
BY TEWODROS KASSA
THE ETHIOPIAN HERALD SUNDAY EDITION 11 MAY 2025
