Poor reception in government offices: Health and safety on the front line to rectify the situation

Singled out by citizens during national consultations for the poor quality of their services, the health and security sectors will bear the brunt of the new National Reception and Guidance Strategy (SNAO). Gathered in a technical validation workshop alongside the Minister of Public Service, Mamadou Lamine Dianté, administrative stakeholders and civil society established a new doctrine based on the prior simplification of procedures and the interoperability of government services. From eliminating unnecessary administrative back-and-forth to providing support for vulnerable users, the government intends to eradicate poor service and put citizens back at the heart of public action.

Senegal aims to improve the reception and guidance of users in public services. At the technical validation workshop for the National Strategy for Reception and Guidance of Public Service Users (SNAO), Mouhamadou Bamba Sy, Secretary General of the Ministry of Telecommunications and Digital Affairs, announced that the health and security sectors should lead this transformation. The objective is to simplify administrative procedures and bring the administration closer to citizens.

The quality of service in public institutions is poised to become a key driver of reform in the Senegalese state. This is the central focus of the National Strategy for Public Service Improvement (SNAO), which is currently undergoing technical validation by various stakeholders in the administration, the private sector, and civil society. Presiding over the opening session, the Minister of Public Service, Mamadou Lamine Dianté, emphasized the need to place citizens' needs at the heart of public action. He stated that the quality of service constitutes the first point of contact between the state and the user, and is also a determining factor in building trust in institutions. "The initial reception is often the first moment of truth in the relationship between citizens and the administration," he stressed, reiterating that users must be received with respect, properly informed, and directed to the appropriate department. He added that the recurring difficulties encountered by users—particularly multiple trips, lack of information, and complex procedures—require a structural response. The strategy aims to harmonize reception practices, professionalize staff and guarantee more equitable access to public services.

Health and safety on the front line

When questioned about the specific objectives of this roadmap, Mouhamadou Bamba Sy explained that the approach stems from national consultations on public service reform. These consultations highlighted, in particular, the significant dissatisfaction citizens have with the reception they receive at government offices. "There are obviously two sectors that have been most criticized by citizens in terms of reception and guidance: unfortunately, these are the health sector and the security sector," he stated. These two key sectors should therefore serve as pioneers in the implementation of the reforms. The Momar-Diop administrative building, which houses the Prime Minister's office and several ministries, is also among the pilot sites targeted by this modernization initiative.

Beyond improving the physical conditions of service, the authorities intend to tackle the bureaucratic hurdles that hinder users' daily lives. The ministerial official believes that the transformation should allow citizens to complete their administrative procedures without having to make numerous trips between different departments. He cites, in particular, the supporting documents that users must obtain from the civil registry, courts, or police stations to compile a simple application. Thanks to interoperability between government agencies, this information can now be exchanged directly between the relevant departments to facilitate the processing of applications and drastically reduce processing times.

“Simplify first, digitize later”

To ensure the success of this reform, digital technology must support the simplification of procedures and not replicate existing cumbersome processes on online platforms. "We must necessarily begin by simplifying procedures," insisted Mouhamadou Bamba Sy, emphasizing the importance of interoperability to reduce the burdens imposed on citizens. This approach aligns with the principles advocated by Mamadou Lamine Dianté at the workshop's opening. The minister reiterated that digital transformation cannot be limited to the digitization of formalities without questioning unnecessary procedures or those requiring documents already held by the administration.

The strategy also includes strengthening the skills of counter staff, improving service accessibility for the elderly and people with disabilities, while maintaining physical counters for users lacking the necessary digital skills. Listening to citizens, addressing their complaints, and regularly evaluating the quality of services are also among the priorities. Through this strategy, the authorities aim to move from scattered initiatives to a unified system capable of rebuilding trust between citizens and the administration. Technical validation will consolidate the proposals, clarify institutional responsibilities, and prepare for implementation. The challenge now is to bring about concrete, everyday changes so that users receive dignified service, reliable information, and simplified procedures.