MSA IDARTI : Platform for Municipal Administrative Service Centers
Context & Challenges
As part of the “Support for Decentralization and Strengthening of Local Finances in Tunisia (ADEC II)” project, the initiative aims to strengthen municipalities’ capacity to provide more efficient, transparent, and accessible local administrative services to citizens.
Covering 7 governorates and 21 municipalities across northwestern and west-central Tunisia, the project introduces a new model for Municipal Administrative Service Centers (MSAs), directly managed by municipalities.
The main challenges include:
- Public service integration: Connecting multiple service providers and national information systems despite technical, compatibility, and synchronization challenges.
- Adoption of the new model: Supporting municipalities in adopting the solution and managing organizational change.
- Harmonization of practices: Ensuring a consistent service experience and standardized quality levels across municipalities.
- Territorial & financial inclusion: Bringing administrative services closer to rural populations and facilitating access to payment services for unbanked citizens.
Solution & Contribution
think tank developed and deployed the MSA- Idarti platform, enabling Tunisian municipalities to provide a centralized catalog of administrative services that were previously delivered by other service providers, including social security institutions, the Tunisian Company of Electricity and Gas (STEG), SONEDE, and others.
Sector :
E-Government
Beneficiary :
Presidency of the Government – General Directorate for Administrative Reforms and Foresight
Funded by :
GIZ
Contracting authority:
GIZ
Useful links :
Key features
- Integration with IT systems of key public service providers (e.g., CNSS, telecom, health insurance) via API Gateway
- Public service management by national provider
- Citizen request tracking & history
- E-payment of social security contributions and utility bills (electricity, water, etc.)
- Integration of local electronic payment solutions (e-wallets, etc.)
- Online processing of administrative procedures, complaints & suggestions
Results & Impact
- +25 public services available online, simplifying citizens’ administrative procedures.
- Nearly 1 million beneficiaries, with improved access to local administrative services.
- +6 national institutions interconnected: STEG, SONEDE, CNSS, CNRPS, CNAM, and Tunisie Telecom.
- Greater municipal autonomy, enabling municipalities to respond more directly and efficiently to citizens’ needs.
- More accessible and secure services, through centralized procedures and integrated electronic payment solutions.
- Improved citizen satisfaction with local authorities.
