The Government of Burundi’s portal for administrative procedures
The ISOKO web portal makes key information on all common public administration procedures easily available online, in an ongoing effort to improve citizen services.
In Burundi, most administrative procedures require citizens to travel to the national capital, Bujumbura. The Ministry of Public Services (Ministère de la Fonction Publique, du Travail et de l’Emploi – MFPTE), with support from UNDP, has launched a program to reform public administration, a key tenet of which is to make information accessible to all citizens, thereby eliminating the need to travel or to rely on unreliable intermediaries for information.
The ISOKO web portal features information on all the most frequently- requested administrative procedures, detailing the steps to be followed in a language that is simple and accessible and making forms available to download. Optimized for ease-of-navigation by first-time internet users, the site features a friendly UX-design and a help section with FAQs, a glossary of government terms, and helpdesk. An address book section helps citizens find the office they need to visit, with maps and photos of relevant buildings. The choice of national colors and the Kirundi name ISOKO (meaning portal or market), as well as being translated into simple French, help give the site a memorable identity to encourage its adoption by citizens.
CSF’s consultancy services included developing the portal, researching and translating details on all procedures into simple French, and creating the portal’s governance strategy and cost-recovery plan.
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