The Civil Registration & Residency Service Agency (CRRSA) has undergone a major overhaul, upgrading its network and digital systems across the city. The new systems aim to resolve longstanding service delays, which have frequently frustrated residents. These improvements are expected to significantly reduce wait times for essential operations, including the issuance of vital certificates and residency verification.

The upgraded systems, installed across 119 woredas, 11 districts, and two branch offices, were developed by Kenera International Technology Plc., a local firm with over 16 years of experience. Kenera has provided the Agency with data solutions, CCTV cameras, and a data centre.

The Agency is among the first public service institutions to implement such an extensive network overhaul. By separating its network infrastructure and introducing full surveillance monitoring at all 132 branches, the Agency has enhanced both digital efficiency and physical security. The upgraded infrastructure includes advanced systems designed to meet rising demand and improve the quality of service.

Yonas Alemayehu, the Agency's Director General, praised the system upgrade as a key milestone in the government's digitisation efforts, making the Agency the first government office equipped with comprehensive surveillance and monitoring capabilities.

“It is a milestone in digitisation,” he said.

The digital improvements include advanced SD-WAN (Software Defined Wide Area Network), LAN (Local Area Network), and DhCI (Disaggregated Hyper-Converged Infrastructure) systems. The SD-WAN technology is designed to monitor network performance in real time and identify service malfunctions. A central dashboard at the Agency's headquarters enables 24-hour surveillance, with hundreds of cameras feeding data into the system’s central server.

These enhancements are expected to improve the efficiency of the Agency’s operations, which include managing vital records and residency information. The Agency issues birth, marriage, divorce, and death certificates, as well as residency verifications and residence IDs.

Aemero Kassa, head of the ICT directorate at the Agency, reflected on the previous system's challenges, which led to long queues and frequent delays. He pointed out that network failures were a constant issue, pushing the Agency to develop its network infrastructure.

"Service efficiency and quality have lagged," Aemero said, expressing confidence that the new system will significantly reduce service times and improve customer satisfaction.

Kenera secured the contract following an international bid jointly floated by the Agency and the Addis Abeba Innovation & Technology Bureau. Aemero highlighted that the company's technical capabilities played a decisive role in its selection, with experience improving data systems for several banks.

Previously, the Agency relied on Woredanet, a shared network used by over 61 city administration offices, including the trade and revenue bureaus. This shared network often resulted in slow service, leading to resident frustration. Aemero acknowledged that residency services have historically been the primary source of complaints.

The Agency has also outsourced the development of an online system to Toppan Gravity, a Japan-based technology firm, with plans to launch the system within a year. Aemero revealed that once completed, all services will be available online. The Agency has already issued digital IDs to 1.6 million residents in the capital and plans to expand door-to-door registration to reach all residents.