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Good Governance and Public Reform

Improving Public Service Delivery

Home / Development Pillars / Good Governance and Public Reform / Improving Public Service Delivery

Pillar Objectives

Strengthening public service delivery to be more responsive to citizens at the national and municipal level is a primary goal of Ihya Libya Vision 2030. To ensure that basic services such as security, water, food, sanitation, education, and healthcare are delivered to all communities, the role of the national government relative to municipal governments must be clarified. We must focus our efforts on fostering an attitudinal change in public service that values transparency and accountability to the citizens of the country.

Next Objective:

Increasing Transparency and Accountability

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Transformation Projects for Improving Public Service Delivery

Transformation Project Profile

To ensure that services such as security, water, food, sanitation, education, and healthcare are delivered to all communities, the role of local governments in delivering these services must be expanded and clarified. The decentralization of fiscal planning and increasing the control of local governments over revenue streams will make municipalities more responsive to the needs of their communities.


Transformation Project Objective

  • Help address the marginalization of certain areas in the country and ensure that allocation of resources takes into account historical injustices
  • Expand the accountability of local governments to comply with service quality standards
  • Provide local government entities with the resources and tools to effectively provide basic services to citizens

Transformation Project Profile

Public service delivery has not kept pace with community expectations and needs. Service delivery reform is required to ensure that our government can deliver the right services to the right people in the right places. Improving the way services are delivered to the Libyan public will require more one-stop-shops, self-service options, automated and simplified customer processes, and more targeted services to meet the social, health, and economic needs of communities.


Transformation Project Objective

  • Implement customer registration, proof of identity systems, and smart identification cards to improve service accessibility and anticipate needs
  • Co-locate public service delivery offices to provide one-stop-shop access to services
  • Establish municipal hotlines and websites for accessing information and services
  • Enable citizens to self-manage affairs through online services
  • Establish a process to collaborate with citizens to understand needs and improve services

Transformation Project Profile

Decentralization of government operations to municipalities is essential to provide better services, manage resources more efficiently, and ensure citizen accountability. The legal framework governing administrative decentralization should be clearly defined to specify responsibilities and standards, financing, and reporting.


Transformation Project Objective

  • Clarify the legal framework to define the role of the central government and municipalities in planning, financing, and management of public functions
  • Ensure transparency in staffing, compensation, local administration, and service delivery
  • Enhance reporting and auditing mechanisms to improve financial accounting and increase transparency in public spending
  • Expand channels for citizen-civil servant communication for service improvement

Transformation Project Profile

Modernizing the Libyan government requires keeping pace with the latest technologies which can be used to provide more effective and efficient services to citizens. A national e-government portal must be developed to automate government services and increase the accessibility of services to citizens regardless of their location. The portal should also serve as a mechanism to collect, manage, and resolve citizen complaints about national and municipal services.


Transformation Project Objective

  • Provide single window access to government information and services
  • Increase the ability to access government services via electronic channels, including telephones, mobile phones, tablets, and kiosks placed in central locations
  • Provide a directory of government agencies and a repository for open data releases
  • Provide access to government regulations, laws, plans, and initiatives

Transformation Project Profile

While Libya’s public sector has traditionally been highly centralized, the new constitution will likely devolve some authorities to municipalities. Elected municipal governments are already an important element of Libya’s public sector, and the new constitution must explicitly identify expanded municipal functions. Municipal governments should be empowered and better resourced to deliver public services and plan for local development.


Transformation Project Objective

  • Decentralization, including substantial fiscal decentralization, facilitates local sustainable development throughout the country
  • Increase efficiency in determining the provision of services
  • Facilitate the mobilization of local resources in support of the development process
  • Curb extensive concentration of power by the central government

Transformation Project Profile

Libya must address the key national and peace-building objectives of a new nation recovering from the conflict in a well-defined, integrated plan to fast track development. However, planning authorities, ministries, and municipalities lack experience in developing, coordinating, and implementing development plans. A reformed national planning process must provide strategic coherence for development planning, budgeting, and monitoring and evaluation.


Transformation Project Objective

  • Clarify the mandates of institutions responsible for planning, coordination, and monitoring and evaluation
  • Require government agencies to establish planning, budgeting, coordination, and monitoring and evaluation divisions
  • Establish cross-sectoral planning groups
  • Strengthen the ability of government entities to analyze and incorporate economic, social, and other data into planning processes
  • Integrate municipalities into the development planning process