Mediator of the Republic Highlights Digitalisation as Key Driver for Improving Public Service Delivery
BY Dr. Hana Saada
ALGIERS — The Mediator of the Republic, Mohamed Hattab, has underscored the central role of digital transformation in improving Algeria’s public service delivery and strengthening the relationship between citizens and the administration, framing administrative modernisation as a key lever for restoring institutional trust.
Appearing on Monday as a guest of the National Radio’s Channel 1 Forum, Hattab stressed that the mission of the Mediator of the Republic extends beyond the administrative processing of complaints, positioning the institution instead within a broader reform dynamic aimed at consolidating trust between service users and public authorities, while contributing to the ongoing modernisation of the state apparatus.
He reiterated that enhancing the quality of public service requires not only institutional responsiveness but also structural reform anchored in accessibility, efficiency and transparency, with digitalisation emerging as a decisive instrument in reducing bureaucratic complexity and limiting direct administrative interventions.
According to figures presented by Hattab, the institution has received 1,376,365 complaints since its creation, reflecting both the scale of citizen expectations and the growing use of institutional channels for grievance expression. These complaints are mainly concentrated in housing, public works, and water resources.
Operational data further shows that 13,649 requests were recorded during the first half of the year, with around 7,000 resolved positively, a performance presented as evidence of gradual improvement in administrative responsiveness.
Hattab highlighted what he described as a qualitative shift in the citizen-administration relationship, pointing to the simplification of procedures and the reduced need for direct intervention in administrative services, particularly in the issuance of documents such as construction permits and national identity cards, which have been increasingly streamlined through digital systems.
He stressed that citizen feedback must become a core principle of public governance, arguing that effective complaint management strengthens trust and enhances development outcomes. He also called for improved working conditions for public employees, particularly those in direct contact with citizens, describing a modern, efficient and accessible administration as a fundamental pillar of national development.
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