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Improving Civil and Administrative Services to the Palestinian People

To provide more effective, efficient, and responsive civil and administrative services for the benefit of the Palestinian people, the Palestinian Authority Capacity Enhancement project improved financial and service transparency and built government capacity to strengthen public communications.

​In partnership with USAID and the Palestinian Authority, Chemonics worked with local government groups to improve services and foster public outreach through the Palestinian Authority Capacity Enhancement project.

Encompassing a wide range of projects — from traffic safety campaigns and road sign promotion to assisting in creation of a universal postal system in the West Bank and the Centers of Excellence Program, a change-management initiative that empowers government employees to initiate reform measures — the project improved public outreach to better communicate with the Palestinian people through public sector reform efforts.

The project worked with local organizations to improve service delivery, financial and human resource management, accountability, and transparency. The project also created a more professional public administration and civil service within the Palestinian Authority itself to help provide more effective, efficient, and responsive services for the benefit of the Palestinian people.
Better services from Palestinian Authority ministries and institutions result in immediate tangible benefits to citizens. In one example, the project reduced the application process time for national IDs, birth records, death certificates, and other core services from 15 days to 20 minutes at the Tubas, Howara, and Bedia Civil Affairs Department, using innovative information technology solutions.
Project Results
  • PACE improved basic government services by using an integrated approach that included facility renovations, business process re-engineering, information technology (IT) upgrades, training in customer service, and other interventions that produced measurable improvements in transparency, efficiency, and the public’s satisfaction. With support from the project and other donors:
    • The Ministry of Finance increased property tax revenues by 97 percent between 2008 and 2012.
    • The Ministry of Public Works and Housing repaired more than 400 kilometers of roads.
    • The Ministry of Interior significantly reduced the time required to process applications for passports, birth certificates, and other official documents.
    • The Ministry of Transportation was able to issue new, credit card- style driver’s licenses and to automate written testing across the West Bank.
    • The Palestinian postal service was revived after PACE helped it to increase revenues by more than 130 percent between 2009 and 2013 and introduce a wide range of new services.
    • PACE also refurbished and re-equipped more than 30 citizen service centers through the West Bank.
  • At the institutional level, PACE empowered civil servants with the knowledge and skills for sustained ongoing government reform through the Centers of Excellence (COE) framework. More than 380 COE team members from six ministries, through hard work and using available resources, identified and implemented approximately 100 government reform initiatives, many with technical support, coaching, and other assistance from the project.
  • In addition to working with PA ministries, PACE partnered with local civil society organizations (CSO) to offer citizens a bridge to communication with PA ministries. The project’s grants program dispersed approximately $800,000 to fund 10 locally run projects that improved the relationship between the PA and CSOs and engaged thousands of Palestinians in efforts to improve government performance and services.
Project Links:
Project Duration: 2008 -2013

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