During the meeting, Al Qaed affirmed that the continued development of the customer experience at government service centers is an ongoing process focused on enhancing performance efficiency and reinforcing quality and excellence standards in service delivery. 

He highlighted the importance of integrating the efforts of government entities in implementing the Evaluation Guide standards and adopting advanced service models that respond to customer’s expectations, thereby enhancing the competitiveness of government services and improving the quality of the experience provided to citizens and residents.

The Committee reviewed the latest preparations for the launch of the 6th round of the Government Service Center Evaluation Program (Taqyeem 6), including the listing of participating centers and entities in the 6th round, as well as the progress of the evaluation stages in accordance with the guidelines’ standards, aiming at supporting the continuous enhancement of the customer experience and the quality of government services.

The Committee also discussed the latest developments in integrating the government service centers with the Outstanding Government Customer Service Representative Program, which focuses on assessing the performance of government service providers through customer satisfaction surveys conducted via WhatsApp immediately after the completion of a service. This enables the evaluation of various aspects of the customer experience, including employee efficiency, service delivery speed, quality of communication, professionalism, and the level of service provided.

The Committee further discussed the implementation plan for field visits and mystery shoppers at government service centers, as well as the readiness of the assessment team to execute the evaluation based on the pre-approved methodology and standards. These efforts contribute to achieving the objectives of the 6th round and enhancing the efficiency and quality of services provided to customers.

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