Responsible public Governance : an authentic and universal alternative for more efficient human and ethical public services
Dr. Stéphane Monney Mouandjo GD. CAFRAD Yaoundé May 2017


  1. Introduction

The Pan-African Public Service Award constitutes a prestigious event for excellence in public services. It aims at rewarding public institutions in African countries, which made creative achievements to modernizecivil service and promote its efficiency.

The award has been launched during the 53rd Session of the Governing Board of CAFRAD, and the 11th Forum on Modernization of Public Services and State Institutions, held in Marrakech in 2015.  

  1. Objectives 

The primary objective of the award is to honor the African public institutions for their creative contribution to establish more dynamic and responsivecivil service. It organizes an annual competition where the role, visibility and professionalism of the public sectorare given priority.  

The award also seeks to discover innovative ideas in terms of governance, and promote employee motivation in order to improve the public sector performance, restore public trust, and share successful initiatives that would raise feedback inside and outside the country. 

  1. Award categories 

The award is delivered to the successful experiences in one the following three categories:

  • E-government: composed of two sub-categories, including « mobile app » and « online services »;
  • Innovation and improvement of public services quality;
  • Gender, youth and taking into consideration vulnerable people.

 Some initiatives may not fall within these categories. Applicants have to choose one appropriate category that better fits the initiative. 

  1. Selection commission 

The selection commission, which comprises representatives of CAFRAD and its chairmanship, reviews and selects applicants based on selection criteria. Then it communicates them to the Executive Committee for preselection. Finally admitted applicants shall be selected by the Governing board.   

  1. Selection criteria 

The assessment starts with a preselection of applicantsbased onselection criteria, and consists of three phases. Dates for application and selection are illustrated as follows: 

Call for applications for the Award

   February 2019

The final deadline for applications

   30 april 2019

Applications reviewed by a committee composed of representatives of Directorate-General and Chairmanship of CAFRAD

   May 2019

Preselection of applicants by the Executive Committee of CAFRAD

   During the Executive Committee

Selection of applicants by the Governing Board of CAFRAD

   During the Governing Board

The Award ceremony 

   During the Forum


  1. Admission requirements 

Potential organisationsto apply for the award mayinclude: 

  • State departments;
  • Public agencies or bodies;
  • Local governments, universities, or any other public utility body. 

Each country should submit one application only for each of the above-mentioned categories (Maximum of four (4) applications for each country for the overall categories). 

The country’s experience shall meet the following requirements:   

  • It must be a citizen-based and business-centered experience;
  • It must have a positive impact on citizens and businesses;
  • It must fall within one of the three above-mentioned categories;
  • It must have entered into effectfor a three-month period minimum before the final deadline for applications. (It should not be a simple project proposal). 
  1. How to apply  

Applications must be submitted to CAFRAD not later than 30 April 2019by the government department representing the member state of CAFRAD’s Governing Board (Ministry of Civil Service and Administrative Reform). Applications can be submitted using one of the following ways: 

Track 1: online application 

Applicants have to fill in the application form available at the Award’s website ( as follows: 

  • Pre-register online to get access account to online application. Once confirmed, you will receive, via email, a message containing the username and password to enable youto apply online;
  • Fill in the form available online;
  • Attach the reference letters and the other relevant documents;
  • Attach supportive items illustrating the utility of the service (videotapes, screenshots, etc.)

 An acknowledgment of receipt of email will be sent to the email address, included in the preregistration form, and confirming the submission of the application. 

Track 2: mailing address 

Applications must be sent to CAFRAD using one of the following addresses: 

  • Boulevard Mohammed V, Pavillon International, B.P 1796, Tanger 90001;
  • Secretariat of the Chairman of CAFRAD’s Governing Board, Av. Haj Ahmed Cherkaoui – BP. 1076 Quartier administratif – Agdal – Rabat 

Track 3: email address 

Applications may be emailed at:

- This email address is being protected from spambots. You need JavaScript enabled to view it.

- This email address is being protected from spambots. You need JavaScript enabled to view it. 

Application file :

  • Official letter signed by the Minister representing the member state of CAFRAD
  • The description sheet (It can be downloaded from the of Award’s website) ;
  • 2 reference letters ;
  • Supportive documents showing the project’s impact on citizens or any other relevant element or information;
  • Any other supportive items. 

Applicants can apply online using one of CAFRAD’s three languages (English, Arabic or French). 

  1. Form of the Award 

The Pan-African Public Service Award is a two-category symbolic trophy labeled “the Pan-African Public Service Award”, and bearing the year of the edition. 

The winners are classified as follows: 

  • 1staward: Excellence award, delivered to the applicant ranked the first for each category
  • 2ndaward: Encouragement award, delivered to the applicant ranked the second for each category 
  1. AwardCeremony 

The Award Ceremony shall be chaired by Mr. President of the Governing Board of CAFRAD, and organized outside the Forum on Modernization of Public Services and States Institutions. 

     10. Categories and selection criteria

Category1E-government: composed of two sub-categories:

  •  Online services;
  • Mobile app 

The “e-government” category seeks to award innovative projects on e-government (online services and mobile app) in Africa. Their effective dissemination will promote successful experiences and improve the quality of public services with the help of Information and Communication Technologies (ICT). It is divided into two sub-categories: 

  •  Sub-category 1 « Web Service » 

This sub-category aims to deliver time-saving and low cost online public services,either fully or partially, in favor of citizens and businesses.

 Selection criteria:

 a- Service value

  • Size of the target audience ;
  • Problems solved and expected outcomes ;
  • Satisfaction of users’ expectations ;
  • Compliance with the government’s priorities ; 

 b- Service content (subject of project suggested)

  • Free and simple use of the service ;
  • Degree of e-transformation ;
  • Availability and stability ;
  • User safety ;
  • Languages ;
  • Data protection ;
  • Innovation.

 c- Easilyused

  • Accessibility and multi-channel use ;
  • FrequentlyAsked Question (FAQ) ;
  • Conviviality and assistance tools.

 d- User feedback

  • E-participation;
  • Degree of service use ;
  • User satisfaction ;
  • Complaint management ;
  • Online appointment for service delivery.
  • Sub-category 2 mobile app : 

This sub-category contains all mobile applications on smartphones and tablets (IOS, Android, windows, etc.), which provide citizens and businesses with innovative solutions to have simple and efficient access to government services.

 Selection criteria: 

a- Application value

  • Size of the target audience ;
  • Problems solved and expected outcomes ;
  • Satisfaction of users’ expectations ;
  • Compliance with the government’s priorities.

 b- Easilyused

  • Application design: style, sound, etc.
  • Intuitive navigation and fluidity ;
  • Application features ;
  • Innovation and use of mobile technology (GPS, notification, etc.);
  • Languages ;
  • Availability in other mobile platforms ;
  • User safety.

 c- User feedback

  • Degree of application use (download number, etc.);
  • User satisfaction ;
  • Complaint management.   

Category2:Innovation and improvement of public services quality 


  • Improving efficiency, including streamlining the process, reducing paperwork, promoting coordination and taking other relevant steps ensuring greater efficiency ;
  • Providing and accelerating qualitative and easily accessible public services, and responding to users’ needs;
  • Enhancing citizen and civil society engagement, namely prioritizing citizens’ comments,taking into account their relevant remarks to measure their satisfaction vis-à-vis public service delivery, handling complaints and draw up any suitable approaches designed to promote open government;
  • Improving access and promoting equality, including extending access to services for vulnerable groups, and disseminating them at a larger scale using mechanisms that enhance social inclusion, freedom of information, transparency and anti-corruption;
  • Fostering Public-Private Partnership, including civil society, to improve public services delivery;
  • Transforming government at a large scale instead of achieving unsatisfactory performance, and adopting innovative methods, tools and techniques, within a given countryor area, toenhance publicgovernance, accelerate the modernization process, change the organizational culture, implement the administrative reform, and restructure the public services delivery;
  • Introducing a new concept based on adoption of innovative ideas or methods to solve problems, and undertake or implement initial policies,within a given country or area, to improve public services delivery,  

Category3:Gender, youth and taking into considerationvulnerable people


  • Introducing entirely new, innovative and unique ideas, policies, practices and structures, in a given country, to reach women, young people, the poor, the vulnerable and persons with reduced mobility ;
  • Tackling the barriers and challenges to increase qualitative and affordable public service delivery for all, including, in particular, the poorest and the most vulnerable or people with disability. These challenges include geographical location, income, socio-economic factors, gender, age, ethnicity or any other country-specific factors that hamper public service delivery ;
  • Ensuring transparency and accountability by introducing new mechanisms to enable women, young people, the most vulnerable, excluded or persons with reduced mobility to hold governments responsible for public service delivery, and provide them with relevant information on the quality and cost of public services as well as empower them to signal abusive acts, claim an investigation or lodge a complaint ;
  • Suggesting innovative mechanisms to raise civil servants’ awareness to the needs of these people, and empowering them to respond positively to these needs, and hold them responsible for unsatisfactory services or non-respect of these peoples’ rights ;
  • Introducing tools and mechanismsto promote the participation of women and young people to decision-making and governments processes, including planning and participative budgeting, and offering a platform to enable citizens to raise their concerns over public service delivery issues ;
  • Promoting equal access to civil service by changing employment policies related to recruitment, promotion, training, pay and career so as to ensure equal opportunities for all, especially women, young people, the most vulnerable, excluded or persons with reduced mobility. 


Secretariat of the Chairman of CAFRAD’s Governing Board:

  1. Abderrahim NEJJARI (further information about the award)

- Phone : 00 212 537 679 854

- Email : This email address is being protected from spambots. You need JavaScript enabled to view it.

  1. - Jaouad CHATBI (further information about the website)

- Phone: 00 212 537 679 984

- Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Directorate General of CAFRAD

  1. Najat YAHICH, Assistante chargée des publications

- Phone : 00 212 669 993 876

- e-mail : This email address is being protected from spambots. You need JavaScript enabled to view it.