The Office has embarked on a comprehensive civil service reform with a theme “Effective and Efficient service delivery to the public” since 2002, in order to mitigate the deep routed customer service delivery problems. The Office undertook “Business Process Re-engineering (BPR)” study in order to identify the critical problems and recommend possible solutions. Based on the outcomes of the BPR study, the Office introduced a number of measures.
The office was seriously engaged in undertaking continuous efforts of changing the attitudes of its own employees. In this regard, the office has ensured that its employees serve customers with the required respect, and ensured that its employees understood customers’ rights to know full information about the service they are requesting. On the other hand, it regularly disseminates information to the public regarding the services it offers and the conditions that must be fulfilled by customers, in the form of CDs, Brochures, and the Internet (official website).
In order to ensure the best quality service delivery, the office decentralized its working system by opening a number of branch offices at different localities for customers’ convenience in accessing them. It also modern and user-friendly ICT solutions including the internet working at all of its branches, implementing service delivery system known as DARIS (Document Authentication and Registration Information System) where the various services rendered by the Office are automated, and launching an online service delivery site (www.daro.gov.et/online).
The office has greatly improved its File Management System. Consequently, customers can get reliable and quality legal documents within a reasonable amount of time and cost. In addition, the employees of the organization now perform their jobs within better working environment, in an easy and secured manner. The office has also introduced a mechanism whereby customers can forward any complaints by setting a dedicated unit for this very purpose.
As a result, since 2002, the number of cases served per day increased from 30 to 3,000. The service time for the authentication and registration of business organization establishment documents reduced from 17 to 3 hours and other documents from 45 to 20 minutes, showing a remarkable improvement in not only effectiveness, but also efficiency.
Currently, the average service delivery time is 30 minutes as opposed to that before the implementation of the initiative, which was 3 days.
Following the implementation of the above initiatives, the office gained not only satisfied customers, innovative managers and motivated employees, but it also won enormous recognition from different institutions and the public. The Government, for instance, acknowledged its achievement through broadcasting a documentary program on National Television under the title “Glimmers of Light through the Darkness”.
Accordingly, the various partners of the office, government bodies, business and non-business organizations, government and non-government organizations, and the community at large also reaped the benefits of such practice.