Planning and Statistics AuthorityMunjaz11My actionsNotificationsالعربية

DMD-2026-005

Upgrading citizen service centres in the governorate capitals

PrioritizedDevelopment proposal
Electronic formPriority evaluation
Priority score
63

Score confirmed by the evaluation panel

Estimated cost
SYP 950M
Net present value
SYP 130.3M
Internal rate of return
⁦9.6%⁩
Payback period
⁦5.5⁩ years
Rank in the 2027 plan
#8

of ⁦9⁩ candidates

  1. Gate into «Submitted»DecisionGoDate15 April 2026DraftComplete
  2. Gate into «Initial review»DecisionGoDate13 May 2026SubmittedComplete
  3. Gate into «Feasibility»DecisionGoDate9 June 2026Initial reviewComplete
  4. Gate into «Evaluation»DecisionGoDate7 July 2026FeasibilityComplete
  5. Gate into «Committee review»DecisionGoDate4 August 2026EvaluationComplete
  6. Gate into «Approved»DecisionConditional goDate31 August 20262 open conditionsCommittee reviewComplete
  7. Gate into «Prioritized»DecisionGoDate28 September 2026ApprovedComplete
  8. Gate into «Converted to project»DecisionNot held yetPrioritizedCurrent stageCurrent stage
  9. 9Converted to projectNot started

The request as filed

What the requester wrote on the intake form

Problem
Citizen service centres in the governorate capitals are crowded; people wait hours for a civil-registry extract or to pay a fee, and 1,400 formal complaints were logged in 2025.
Current state
Waiting halls hold only 40% of peak visitors, there are no calling screens linked to appointment booking, and 6 centres have no stable network link.
Objective
Upgrade 14 citizen service centres with proper halls, calling screens linked to booking on the unified e-services platform and a stable network link by 2029.
Expected scope
Design and fit-out of the waiting halls, calling screens, fast-service windows, a back-up network link, and accessible entrances.

Expected benefits

Customer satisfaction

Citizen satisfaction at the centres up 6 points

Time & speed

Waiting time before an appointment down 40%

Productivity

Visitors served on time with electronic calling

Strategic link

The objectives it serves and how well it aligns

Strategic alignment · Good

Related lessons learned

From similar past projects — read them before evaluation

National-system integration needs early link-up records

From Unified Government e-Services Platform

Link-up records with the data-owning bodies slipped 11 weeks because they only started after the contract award.

Recommendation: Start link-up requests and their agreed time limits during feasibility, and plan a full integration sprint.

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