Since 2018, Ethiopia has undergone significant national reforms that have transformed various sectors, leading to landmark achievements. These reforms have yielded positive outcomes in the macroeconomy, agriculture, finance, technology, and political and social spheres. Thanks to these investments, policy revisions, and institutional reforms, numerous changes and achievements have been realized. However, one sector that has lagged in modernization is public service delivery, which continues to face public dissatisfaction and complaints.
To address this challenge and transform public service delivery, the Ethiopian government has introduced the Mesob One-Stop Service Center—an integrated, technology-driven initiative aimed at solving the root causes of inefficiency within the sector. Inaugurated by Prime Minister Abiy Ahmed (PhD) on April 2, 2025, the center initially incorporates 12 federal institutions, offering a total of 41 different services at the pilot level. The establishment of the center targets modernizing the public service sector and addressing the areas that cause frustration for citizens in service administration.
Aiming to ease service administration in the public service sector by consolidating multiple government services seamlessly under one roof, the center is equipped with advanced digital technologies. Since its inception, 12 federal institutions have joined the pilot phase under the umbrella of the center, now operational, delivering 41 essential public services from a single location. These services are provided by institutions including the National ID Ethiopia, Immigration and Citizenship Service, Document Authentication and Registration Service, Ministry of Revenue, Ministry of Trade and Regional Integration, Ministry of Labour and Skills, Ethiopian Investment Commission, Ministry of Foreign Affairs, Educational Assessment and Examination Service, and Ethio Post. Each institution offers integrated digital connectivity to ensure seamless service access.
In an exclusive interview with The Ethiopian Herald, Mesob One-Stop Service Center Director General Anteneh Mamo stated that the center is bringing revolutionary change to service administration and transforming the traditional model of service delivery in Ethiopia’s public sector. According to the Director General, early achievements indicate a significant improvement in delivering efficient and effective services to customers.
Anteneh noted that the traditional service delivery in Ethiopia’s public sector has been backward and plagued by a lack of integration, contributing to poor governance. Consequently, the sector has remained a source of public dissatisfaction and complaints. The Mesob One-Stop Service Center, equipped with modern technology and integrated systems, was introduced to address these challenges and bring effective, modern, and transparent public service to Ethiopia.
Since its launch, the center’s services have fundamentally changed public service delivery. The early stage achievements have shown that seamless service delivery by the center has significantly increased customer satisfaction. “The initial performance indicated that the center brings a revolutionary change in modernizing public service delivery,” Anteneh stated, adding, “During the first month of operation, it served more than 12,000 customers, achieving a satisfaction rate of over 91.01%.” This satisfaction rate was attained during the pilot level service, with significant developments anticipated as additional modernization efforts continue.
The center is transforming Ethiopia’s public service delivery system by eliminating bureaucratic hurdles and significantly enhancing efficiency and transparency. Since its inauguration, the center has already served over 12,000 customers within the first month, with a customer satisfaction rate of 91.01%, Anteneh reiterated. For him, Mesob has introduced a new era of effective, transparent, and digitalized public service delivery in Ethiopia.
The center offers standardized, digitized, and technology-driven services aimed at resolving bureaucratic inefficiencies and prioritizing citizen satisfaction. Starting with one center incorporating 12 institutions and 41 services at the pilot level, additional 11 institutions with 83 different services are set to join soon, bringing the total to 23 institutions delivering around 124 services seamlessly from one center. The Director General highlighted that these newly identified institutions are finalizing their preparations and will begin providing services at the center with the start of the new fiscal year in July.
Each service at the center operates under clearly defined standards and prerequisites, ensuring consistency and accountability. All payments are processed digitally, eliminating the need for hard-copy documents unless specifically requested by the customer, Anteneh explained. Similarly, the complaint management system is digitized, with the center’s leadership evaluating and assessing complaints, suggestions, and comments daily, both in person and through digital mechanisms. Approximately 123 cameras have been installed at the center to monitor every service delivery activity.
Anteneh stated that with the vision of modernizing the nation’s public service across all sectors and regions, the Ethiopian government plans to establish 350 to 400 Mesob One-Stop Service Centers throughout Ethiopia in the coming five to ten years. Efforts are being intensified to expand the center to regional states and open additional centers in Addis Ababa. States are already working to establish at least one center within the next six months, with Addis Ababa nearing completion of its first branch. The center is sharing knowledge and experience to support regional and city administrations’ rollout.
The Director General further revealed that a proclamation to establish the Mesob Center as a federal institution has been finalized and submitted to the Council of Ministers for approval. Once ratified, the center will begin offering 24-hour service, operating in three shifts seven days a week. “We are awaiting the proclamation’s approval, which we expect in the coming months. Once passed, we will launch round-the-clock operations to better serve the public,” he noted, describing this as a new intervention in Ethiopia’s public sector service delivery.
Anteneh emphasized that the applications were fully developed by Ethiopian experts, with the digital infrastructure connected by local specialists. Experts from the Ethiopian Artificial Intelligence Institute (EAII), Ministry of Innovation and Technology (MInT), Information Network Security Administration (INSA), and the National ID Program jointly developed the necessary applications for the center. This achievement showcases Ethiopia’s growing technological capabilities in the public sector.
In addition to improving service delivery and driving digital services in the public sector, the Mesob Center is crucial for inspiring investments, trade, and foreign direct investment (FDI). The center aims to revolutionize Ethiopia’s investment, remittance, and Diaspora services by eliminating bureaucratic hurdles and streamlining processes to enhance its appeal to foreign businesses. By digitizing every system and service, the center is pivotal in transforming public service delivery, simplifying investment permits, passport renewals, and residency ID services for the Diaspora.
Through this initiative, Ethiopia aims to attract substantial investment flows, increase remittance from the Diaspora, and enhance Diaspora engagement in the country’s development. Digitized payments, streamlined paperwork, and standardized procedures support Ethiopia’s drive for digital transformation and global competitiveness. With expansion plans in place, the Mesob One-Stop Service Center is set to redefine public service accessibility and elevate Ethiopia’s economic image among global businesses.
BY DARGIE KAHSAY
THE ETHIOPIAN HERALD FRIDAY 6 JUNE 2025
