A woman on an adjacent white plastic chair suggested, half-joking, that we should start paying rent there. It was my third morning at the District Revenues Bureau. By then, a silent community of taxpayers had formed, bound by the shuffle from wooden bench to plastic seat in a queue that refused to shrink.
The errand was supposed to be simple. I was there to correct a typo in my Taxpayer Identification Number (TIN). I planned for half a day. Instead, it became a five-day lesson in the bureaucratic maze, complete with seating rotations, a cast of familiar faces and an ever-shifting set of rules. Each dawn, I arrived early and still found a crowd. There was no clear line, only a collective instinct about who had come first, enforced by fragile memory, fraying tempers and the occasional bench migration.
By midweek, I knew “my neighbours” by name, an odd camaraderie born of shared futility. We compared notes, watched for our turn and traded jokes to dull the edge of frustration. Every clerk delivered the same flat refrain for three days that “the system is down.” The words were spoken so often that they sounded rehearsed.
Studies on e-tax adoption in Addis Abeba say such outages, often blamed on power cuts, are “very common” and slow service across tax and licensing offices. Hundreds of walk-in clients arrive daily, but many leave empty-handed and only return because staff cannot reach the database or required documents are missing.
The blackout of administrative functions consumed my first three days. When the computers finally whirred back to life on Day Four, a new rule had appeared. No service without a national ID. That launched a side quest. Officials want every transaction tied to a digital identity, yet by mid-2024, only about seven to eight million people, roughly six or seven percent of a population topping over 100 million, had enrolled in the new national ID program the authorities dubbed Fayda. Those without it, including many in the queue, had no path forward.
I hurried to secure my card. On returning, I found the queue system in disarray. A clerk’s ledger had been replaced by loose-leaf sheets scrawled with names. The order relied on volunteers who simultaneously guarded their places in line. Minor offences, such as an accidental cut or a misunderstood priority number, provoked sharp words and near scuffles. The tension felt inevitable after so many stalled hours.
Service delivery in Addis Abeba’s public offices is chronically slow. Local media and officials concede that visitors often wait “hours” but offer no official clock-time statistics. My tally ended at five full working days — 40 hours — to fix a single misspelling. If roughly 200,000 annual visitors to Addis Abeba’s revenue bureaus each lost even 20 hours, the city would forfeit more than four million workdays, 16,000 person-years of productivity.
Multiply that by the thousands encountering similar desks nationwide, and the lost productivity becomes hard to digest. The time tax is the most regressive of all. Self-employed individuals, day labourers and street vendors cannot easily sacrifice a week’s earnings for a five-minute correction.
Yet, the tools to erase such delay already exist. Basic databases, online forms, appointment slots and SMS alerts could cut foot traffic and waiting times. The government’s Digital Ethiopia 2025 agenda and the National ID Program promise exactly that. Implementation, so far, has produced its detours.
When my paperwork was finally stamped, I stepped outside and breathed. The relief lasted seconds. Ahead, I saw another slow-moving trail where commuters were edging toward minibuses. Surveys of Addis Abeba taxis show average waits of about 35 minutes during rush hour, a reminder that queues extend well beyond government corridors.
My week of waiting ended as it had begun, with more waiting. But I carried one important lesson. If Ethiopia hopes to reach middle-income status or build a digital economy, it should first ensure citizens do not spend five days correcting a typo.