Addis Ababa, September 3, 2026 (FMC) — Cases that once took up to a year to complete at Ethiopia’s Immigration and Citizenship Service are now being processed and returned within a single day, Deputy Prime Minister Temesgen Tiruneh said.
Temesgen made the remarks during a visit to the Service’s headquarters, where he observed the impact of institutional reforms and service-delivery improvements undertaken in recent years.
He said the Medemer government is seeking to make public services citizen-centered, efficient, fair and transparent, citing the transformation of the Immigration and Citizenship Service as an example of this broader reform drive.
The Service had previously been among institutions that received frequent public complaints. Its operations and institutional culture have since undergone significant changes, with comprehensive digitalization playing a central role in improving service delivery.
The digital transformation has enabled citizens to access faster, more transparent and less burdensome services, while significantly improving customer satisfaction, he said.
With strengthened human resources and technology, the Service is now managing electronic passports, visas, travel documents, services for foreign nationals, as well as air and land border control.
Temesgen said the effectiveness of reform should ultimately be measured by the quality of services citizens receive, the time they save and the satisfaction they experience.
He said the transformation of the Immigration and Citizenship Service demonstrates the government’s commitment to building an efficient, transparent, accountable and citizen-centered public service system.
He called for continued efforts to accelerate the digital transition, improve efficiency and service quality, strengthen institutional capacity and ensure tangible improvements in customer satisfaction.
He also stressed that citizens’ feedback and complaints should serve as a foundation for institutional self-improvement, enabling public institutions to identify shortcomings and sustain further progress.