The client, Lebanon’s vehicle registration office, suffered from a lack of transparency, and slow, paper-based processes that enabled corruption and caused backlogs. Citizens complained about the limited availability of information on how to access services and complete administrative procedures. Disorganized workflows led to long queues, frustrating employees and citizens alike.

Capitalising on the partner’s ambition to reform, Siren implemented a series of quick initiatives that significantly improved access to information and the quality of services rendered to citizens, while also streamlining work for employees.

Beginning in the second half of 2023, this involved renovating the queuing area, designing and deploying:

• An appointment booking portal
  
• An electronic queuing system to restore order
  
• An AI chatbot to answer citizens’ frequent questions
  

Focusing on the pain points surrounding driving examinations and licensing, Siren also created an e-portal for driving schools that:

• Confirmed applicants’ completion of the required driving classes
  
• Confirmed examination pass/fail status
  
• Enabled greater revenue generation by streamlining driving license issuance
  

While still at the beginning of a longer-term program, the interventions have so far reduce queues, controlled branch capacity, and improve staff performance and morale. In on the spot interviews with 10 employees, 90% said the new processes increased the efficiency of their work and 80% said they had reduced instances of clientelism.