Organizational Development for Service Oriented Units at the Ministry of Social Solidarity
The Ministry of the Social Solidarity (MoSS) was created by the presidential decree number 421 for the year 2005 to enhance and support the role of Egyptian family in the community and to develop the quality of life and to achieve social solidarity.
The new ministry is formed by combining the “Social Affairs” division of the old Ministry of Insurance and the “Supply” division of the old Ministry of Supply and Internal Trade. The Social Affairs division was responsible for the delivery of Social services to the community, whether through its offices or in cooperation with charity associations and community NGOs. The “Supply” division was responsible for the delivery and monitoring of distributing subsidized food supplies.
The vision of MoSS is to “Direct and boost the formulation of a new social contract that will govern the relation between the citizen and the government and to stimulate the community as well as the private sector to participate in the implementation of this social contract”.
To achieve its vision, MoSS defined its mission as to “Develop the necessary environment to offer different services to the target families to develop their capabilities and to enable them to participate in the community as productive citizens in different aspects and to achieve a better level of life.”
Being responsible for the delivery of social services to the community, the MoSS wanted to improve the delivery of its services to the citizens (from now on will be referred to as “Customers”) by having a service oriented organization.
In order to achieve this objective, the MoSS wanted to deliver its bundle of social solidarity services, currently delivered by both the Social affairs units and the Supply units, to the Egyptian community through customer oriented Service Delivery Units (Social Solidarity Units).
The Ministry of Administrative Development, in context with its efforts to develop the governmental performance and service delivery, contracted Megacom in order to conduct a study of the current organization and to design and develop a new Social Solidarity Unit that capitalizes on the existing resources of both the Social affairs units and the Supply units. The structure, the workflow and the service processes of the new model unit should be customer focused, service oriented and reflects the vision of the MoSS. The required Organizational model will cover:
- The organizational structure of the unit.
- The Job descriptions of the service delivery employees
- The workflow and the process mapping for the processes that are related to service delivery weather within the Social Solidarity Units or with other higher organizations within the MoSS.
The main focus of this project was to improve the service delivery. Accordingly, the Organizational Development (OD) assessment and recommendations focused on Social Solidarity Unit, nevertheless, it also addressed the parts of higher organizations that are related to the service delivery.