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Al Qaed’s comments were made at a roundtable meeting he chaired, where discussions centered on the latest developments regarding the Government Service Centers Evaluation Guide in which best practices in customer service at government entities were showcased.

The meeting brought together service center development heads from various government entities, as well as Committee Deputy Chairman, Dr. Ra’ed Mohammed BenShams, other committee members, and the central and administrative evaluation team.

Al Qaed outlined preparations by the Taqyeem Committee, in partnership with government entities, to launch the 4th round of the evaluation. He introduced the new Government Service Centers Evaluation Guide, developed based on insights from workshops and in-depth discussions to establish a set of standards for remote government services, eliminating the need for in-person visits.

This guide is expected to positively impact the efficiency of government centers and the quality of services offered to the public.

Al Qaed discussed evaluation frameworks adopted for both in-person and remote customer service centers, including evaluation methods, such as mystery shoppers’ visits aimed at ensuring a high quality customer experience, as well as scheduled field visits.

Dr. BenShams said that the evaluation aims to elevate overall customer satisfaction with government services. It will also enhance their presentation and delivery, an integral part of national values and standards for the development of government service centers and the public services overall. In addition, it guides customers during completing their transactions easily and efficiency.

He highlighted elements contributing to improved customer experience, including better eContent on government services and channels, and effective and flexible communication. This will promote positive interactions with customers and higher quality of information, streamlining their experience with service providers.

The government entities best practices in customer service have been presented during the meeting, which the committee looks forward to adopting and building upon. These practices have played a pivotal role in increasing citizen and customer satisfaction and shifting the role of the government sector from being operation-focused to active supervision.


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