Algeria’s Ombudsman to Launch Virtual Citizen Reception Service in September
Ombudsman Mohamed Hattab has announced a pilot virtual reception service for citizens from September, using video conferencing to facilitate complaints, ease pressure on local offices and expand access to public services, particularly for residents of remote areas and people with disabilities.
By Hana Saada
ALGIERS — Algeria’s Ombudsman, Mohamed Hattab, has announced plans to launch a pilot virtual citizen reception service in September, as part of the institution’s digital transformation efforts aimed at making public services more accessible and accelerating the handling of citizens’ complaints and petitions.
Hattab chaired a coordination meeting on Sunday at the Ombudsman’s headquarters, attended by senior central officials, to review the implementation of the institution’s work programme and examine projects aimed at improving its performance and the quality of services provided to citizens.
The meeting included a review of the project to introduce the virtual reception service, which will allow citizens to submit and discuss their petitions through video conferencing without having to travel to local offices.
The initiative is particularly intended to benefit citizens living in remote areas and people with disabilities, while reducing pressure on local delegations and speeding up the processing of petitions.
The service will operate under a unified procedural framework designed to standardize practices, improve service quality and safeguard citizens’ personal data, according to the Ombudsman’s office.
The meeting also addressed the methodology for preparing the institution’s annual activity report, particularly its handling of citizens’ petitions. Hattab said the report should serve as a tool for evaluation and decision-making, rather than merely a compilation of statistical data.
The proposed approach will rely on analysing indicators against conditions on the ground to identify institutional shortcomings, determine the underlying causes of recurring complaints, assess the responsiveness of public administrations and develop recommendations to improve performance and public service delivery.
Hattab said the next phase should focus on strengthening a culture of performance and results, moving beyond the routine management of individual files toward measuring tangible outcomes. He highlighted the role of digital tools, strategic data analysis and continuous evaluation in reinforcing the Ombudsman’s role as an advisory institution supporting public administration reform.
The approach is intended to contribute to a more efficient, transparent and citizen-oriented public administration, while supporting the state’s broader efforts to modernize public services and strengthen citizens’ confidence in public institutions.
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