‘Taqyeem 4’ Committee Discusses Updates and Results of 71 Government Service Centers
11 Dec 2023
The Government Services Centers Evaluation (Taqyeem) Committee held its 8th meeting, chaired by Information & eGovernment Authority (iGA) Chief Executive, Mohammed Ali Al Qaed. The meeting discussed the latest developments following the implementation of the fourth evaluation round (Taqyeem 4).
Al Qaed praised the participating entities in Taqyeem 4 for their dedication to completing the stages of the evaluation and ensuring the success of this cycle. He commended their commitment to supporting the committee's objectives, contributing to further advancements in government service centers and customer service.
The committee discussed a range of other topics, including the results of mystery shoppers’ visits conducted in October at 71 government service centers. These visits revealed progress in meeting criteria and requirements related to customer experience. The government service centers demonstrated effective customer interaction, smooth service delivery, and the availability of electronic options, ensuring speed and ease of access to government services.
The committee also covered feedback on the evaluation received from ministries and government entities. They reviewed measures taken by these entities to enhance the performance of their centers. Emphasis was placed on the necessity of working with the committee to elevate government service centers, improve the responsiveness quality, and enhance customer satisfaction.
The meeting highlighted government service centers with the highest rates of compliance in meeting the evaluation criteria. Considerations were made for categorizing them as Gold and Silver in Taqyeem 4 and the committee recommended to enhance the sustainability of their in person and remote services, providing alternatives to traditional service platforms.
Al Qaed and committee members expressed their appreciation to all the teams involved in the evaluation process.
The Taqyeem committee’s goals include improving the efficiency of center performance, fostering competitiveness to stimulate customer service innovation, encouraging integration in delivering government services, and implementing a unified mechanism for evaluating the performance of government service centers.
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