Having decided not to keep the public at a distance, President Morsi is allowing people to get as close as the gates of the presidential palace to submit their various complaints. The concept of a direct relationship between ruler and people was actually an integral part of Islamic rule, particularly in the time of Prophet Mohammed and his caliphs. Being fully aware of people's woes Morsi apparently decided to establish a Diwan el-Mazalem (complaints department) that derives its roots from Islamic governance and is known as ombudsman in modern times, albeit with varying jurisdiction, according to the country where the system is applied. Morsi has established offices in two other palaces, where specialised departments are supposed to examine people's complaints. In this context, it is likely that the ombudsman will receive millions of complaints given the inexhaustible plethora of individual problems in the country. As much as the idea is noble in essence, a heavy legacy of bureaucracy could easily turn the whole concept into a fiasco, unless decentralised complaints procedures are introduced to ensure speedy services. The scope of complaints is vast; finding jobs, ignored court rulings, labour issues and so forth. If Morsi is serious about working in the people's best interest, much authority has to be given to those dealing with complaints. Moreover, ombudsman offices have to be established in each and every district, not just at governorate level, to serve the population as an integrated network with a wide mandate to deal with the entire public as well as the private sector. Unless the employees are properly trained and familiar with the ombudsman mission statement, the new concept will drown in bureaucracy. One can only hope that when and if State institutions are thoroughly restructured and the law duly respected, the heavy burden imposed on such offices will gradually lessen. Whatever the case may be, Morsi's concept is a good start, because as long as there is a will there is a way.
