Thursday 12/June/2025 – 10:12 AM
Dr. Ayman Ashour, Minister of Higher Education and Scientific Research, stressed the necessity of intensifying the work of the complaints system at the Ministry of Higher Education and Scientific Research, in order to facilitate the ways of communication with the citizen with the ministry and its affiliated bodies, and to double the efforts made in receiving complaints and seeks citizens’ and monitoring and treating citizens, as well as achieving the best possible responses to them in coordination with the concerned authorities; To consolidate bridges of trust between the ministry and citizens, stressing that the primary goal is to serve citizens, as there is a keenness to solve each complaint as soon as possible, while working to facilitate various procedures, in a manner that ensures the solution to any problems facing citizens.
The Minister pointed out, in statements, that the need to continue dealing with complaints and the citizens ’appearances and the attention of officials in the departments and the competent authorities in the effective dealing with complaints, in order to work to find ways to solve them; In a way that contributes to upgrading the level of services provided to citizens, and meets their needs within the framework of the laws and rules in force, stressing the constant concern to follow up on the results and indicators of work and the performance of the complaints system in the ministry, pointing out that the General Administration of Citizen Service is one of the links between the ministry and the public.
Within the framework of the Ministry’s keenness to enhance bridges of communication with citizens and ensure that their needs are met efficiently and transparently, the General Administration of Citizen Service at the Ministry of Higher Education and Scientific Research received during the fiscal year 2024/2025, approximately (7956) complaints and requests for various entities and groups through various channels, from citizens and parents, patients hesitant to university hospitals, and students who obtain a high school diploma or registered in universities And institutes, this is in addition to complaints and requests submitted by arriving students, members of government missions, students who are abroad to obtain scientific degrees, as well as petitions and complaints related to faculty members and the assisting body and universities and institutes, as well as complaints and petitions received from ministries and government departments, and requests transferred to the administration from the Cabinet Secretariat.
The number of complaints, requests and petitions received from students and parents reached 980 complaints, while the number of complaints of faculty members and assistant teachers in government and private universities and institutes reached about 193, and the number of complaints of employees in the Ministry and Egyptian universities reached about 152 complaints, and for the graduate complaints, the number reached 140 complaints, and 153 complaints were received from citizens.
The number of complaints and inquiries received via e -mail and the electronic portal of the General Administration of Citizen Service at the Ministry’s website reached approximately 2870 complaints, while complaints received by the administration through the government complaints portal reached 4196 complaints, and the administration also received about 140 complaints through ministries and government agencies, and most of the complaints and requests submitted, and there are some complaints still under study and follow -up With the competent authorities, they will be completed and their providers will be answered as soon as possible.
For his part, Mustafa Imam, Director General of the General Administration for Citizen Service, affirmed the administration’s keenness to receive citizens ’requests in several ways, as it allows citizens to submit requests and complaints through e -mail or through the headquarters of the General Administration for Citizen Service and providing them with guidelines, where requests and complaints are registered on an electronic system to ensure their follow -up and then be transferred to the relevant ministry and departments concerned with the Ministry and the authorities concerned with Egyptian universities; To work to solve it, as well as follow up on citizens through the follow -up department in the administration to ensure that they obtain the required service, as well as follow up on the concerned authorities to respond to complaints and requests of citizens as soon as possible.
He added that these numbers reflect the ministry’s direction towards achieving the smart government, by integrating technology with the service of the citizen, while preserving the traditional channels of the elderly or not digitally connected, as these efforts aim to enhance confidence and consolidate the citizen’s principle first, especially in a vital sector such as higher education and university health services.
