Prime Minister Mostafa Madbouly reviewed the system’s performance during a meeting at government headquarters in the New Administrative Capital on Monday, where he called for further steps to improve efficiency and responsiveness, a cabinet statement read.
Madbouly told system staff they were “soldiers in the field”, stressing that citizen satisfaction should remain the core objective. He urged continued efforts to improve complaint handling and deliver effective responses to problems affecting public services.
Tarek El-Refai, Assistant Secretary-General of the Cabinet for Complaints and Citizen Satisfaction, said action had been completed on around 2 million cases in 2025, describing this as a milestone for the system.
He said the platform had expanded its institutional reach, linking 168 main entities and 3,675 subsidiary bodies through a unified electronic system—140 more entities than in 2024—to speed up routing, tracking, and responses.
Of the cases referred in 2025, about 1.1 million were sent to ministries, accounting for 65 percent of the total, with an 88 percent resolution rate. Some 378,000 cases were directed to governorates, with 97 percent resolved, while 220,000 went to authorities, agencies, and universities. Resolution rates reached 95 percent for authorities and agencies and 85 percent for universities, El-Refai said.
Overall, government bodies resolved or responded to 1.54 million complaints, requests, and inquiries, representing 91 percent of the total, he added.
Housing and utilities accounted for the largest share, with about 372,000 cases. Of these, 247,000 housing-related complaints were resolved, a rate of 94 percent, while 105,000 cases related to drinking water and sanitation were resolved at a rate of 96 percent.
The health sector recorded 149,000 cases, with 144,000 resolved, while the Interior Ministry handled 181,000 cases, resolving 158,000, El-Refai said. Education-related complaints reached 120,000, with a 97 percent resolution rate, while environment and electricity cases stood at 83,000 and 82,000, respectively, both with resolution rates of about 98 percent.
The system also processed 36,100 reports of violations and encroachments, resolving 32,900 of them on an urgent basis, and handled 121,000 social solidarity-related cases, resolving 79,600 in coordination with the Ministry of Social Solidarity.
Madbouly said he reviews the system’s performance every month and stressed that it must function as a serious mechanism for resolving citizens’ problems, rather than merely “processing paperwork.”
Launched in 2017 by presidential decree, the UGCS allows citizens to submit complaints and track responses online, via www.shakwa.eg, the 16528 hotline, or the mobile app Fi Khedmetak.
The system is managed by the cabinet’s Information and Decision Support Centre (IDSC) and reports directly to the prime minister’s office.
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