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Al Qaed thanked the committee members for their efforts during last year’s inaugural assessment of the government service centers, which had a direct impact on improving the level of services delivered to the public, and raising the center’s performance, transparency and ingenuity. As a result, some of these centers achieved a Gold Category classification. This year’s program will help to ensure consistently high levels of services from centers that already display an outstanding level of performance, while also raising the standards of those that did not meet quality level requirements last year.

The committee reviewed high-level plans for the 2019 assessment activity, discussing a proposal to upgrade the mechanisms and criteria listed in the Government Service Centers Evaluation Booklet. This is in line with a government action plan to ensure Services Centers working environments support the sustainable development process which requires raising public sector efficiency levels and capabilities.

The amendments are based on observations and results from last year’s assessments, and the lessons learned from them. They will gather and consolidate best practices in one place, with the aim of improving customer satisfaction across all government services channels.

The Guide aims to encourage initiatives that further improve the services offered by government agencies through customer facing service centers. It will serve as a road map for public organizations seeking continuous improvement to take their performance to new heights, shift to more proactive, innovative, and “smart” practices, and help create a fully integrated government eco-system.

Also in attendance at the meeting were Committee Vice Chairman Shaikh Abdullah bin Ahmed Al Khalifa, and Members Dr. Jawaharlal Al Mudhahki, Jamal Al Alawi, Ahmed Al Mannai, Nada Al Qassab, Dr. Mohammad Baqer, and Fatima Barhoom, and Secretary Ahmad Al-Awadhi.

Among the Committee’s responsibilities is the preparation of an annual evaluation plan, including review and approval of reports created by a centralized team charged with supervising the evaluation process. In addition, it is responsible for classifying the performance levels of government service centers, and periodically updating evaluation processes to ensure they remain in line with latest developments in the fields of customer and public services.