Dr. Abdullah Mohammed Al-Qudah
-Secretary General of the Ministry of Public Sector Development / former Director General of the Institute of Public Administration.
The charter of government services provided or the “citizen charter” is a “simple document available to the concerned authorities for perusal, so that it is prepared based on extensive consultation with citizens, “recipients of government services”, and front-line staff “service providers” in public departments and institutions with the aim of informing and informing these bodies On the institution’s tasks and priorities towards the services provided, its standards, the rights and duties of service recipients, service costs, complaints mechanism, and any other information related to the institution and its services, in terms of making service providers more responsive to the needs and requirements of service recipients through continuous consultation with them, on the one hand; On the other hand, the government and society have the right to hold service providers accountable through the use of performance monitoring and measurement mechanisms.
The Citizen’s Charter defines several basic principles for government services, including setting, monitoring and publishing clear standards for services expected by service recipients, and publishing the actual performance compared to these standards, as well as providing accurate and clear information about the management of government services and their costs, the extent of their good performance and the identification of the person responsible for them.
Under the desired administrative modernization in the Kingdom; The public sector should provide the opportunity to choose service recipients whenever possible, and there must be continuous and regular consultation with the service recipient or beneficiaries.
Under the charter, public servants should provide the service with the highest degree of respect and that the service should be provided to all those entitled to it without any discrimination or favoritism, and in the event of an error, a full apology and explanation is required with prompt and effective treatment, and simple, accessible and widespread procedures should be established for submitting and reviewing complaints Whenever possible, taking into account the provision of public services in an economical and efficient manner and within the available resources, and announcing the performance against the standards.
In addition to the above, all service institutions are required to provide information about their performance, and the Public Service Authority is supposed to determine the required (performance indicators), as it informs (in January of each year) all service departments and institutions with the information that must be published. It is required that this information be published in newspapers and official websites in a manner that is clear and understandable to citizens without asking for reference or reference to other materials.
The performance indicators are determined by the authority after consultation with service institutions, representatives of service recipients, professional institutions, civil society institutions and others.
Performance indicators can contain two parts, namely efficiency, which reflects the ability of the government department to make optimal use of the materials available to it in achieving its goals. Effectiveness, which reflects the degree of achievement of the objectives of the government department compared to what was targeted by them. In addition to the quality indicators that aim to help the public dealing with government agencies to judge the quality of services in a systematic manner, through a set of indicative lists that define the service accurately and identify all aspects it covers. With the obligation of government agencies to announce to the public the details of the specifications of the services they provide.
From the above, it can be said that state institutions, through the Citizen Charter, disclose information related to them. And about the services it provides, and its commitment to meeting the standards of approved services, and that this charter should be developed through dialogue and mutual discussion between government agencies and categories of service recipients, and accordingly; This charter promises the public with certain levels of service and emphasizes the dissemination of performance indicators and providing service recipients with information that enables them to measure the performance of various government agencies and compare between them in addition; It motivates government institutions to provide their services better, enhance control over the performance of these services, monitor service recipients' reactions about the level of quality and methods of providing them, and other matters that aim, in total, to improve the performance of government agencies and continuous improvement in the quality of the services they provide. The question that can be asked in this regard is: Can we in the public sector institutions apply the Citizen’s Charter?, and who is the concerned party that can bring this idea into existence? Then what are the mechanisms that can be used to achieve this?, and finally what are the requirements for success ?.
The opportunity is now very ripe to adopt this civilized method of developing government services, for the current government to adopt a comprehensive vision of administrative modernization; Simultaneously with political and economic modernization, and it requires the creation of an administrative unit within the structure of the service authority and the public administration targeted in the modernization vision, entrusted with supervising the process of developing public services according to a scientific methodology that adopts a participatory approach between the authority and institutional development units in government departments, the Ministry of Digital Economy and service recipients ; This includes: applying the idea of the Citizen’s Charter and declaring measurable standards for the provision of government services, and reviewing the institutional and human building of institutional development units in government departments and institutions to meet the implementation of modernization outputs; In addition to the design and implementation of a specialized “professional” training program by the Institute of Public Administration, all those working in these units are obligated to pass it successfully; With the need to allocate incentives and financial rewards for the employees of these units to ensure attracting the best institutional competencies and to ensure the sustainability of their work in order to achieve the desired goals.
Dr. Abdullah Mohammed Al-Qudah
-Secretary General of the Ministry of Public Sector Development / former Director General of the Institute of Public Administration.
The charter of government services provided or the “citizen charter” is a “simple document available to the concerned authorities for perusal, so that it is prepared based on extensive consultation with citizens, “recipients of government services”, and front-line staff “service providers” in public departments and institutions with the aim of informing and informing these bodies On the institution’s tasks and priorities towards the services provided, its standards, the rights and duties of service recipients, service costs, complaints mechanism, and any other information related to the institution and its services, in terms of making service providers more responsive to the needs and requirements of service recipients through continuous consultation with them, on the one hand; On the other hand, the government and society have the right to hold service providers accountable through the use of performance monitoring and measurement mechanisms.
The Citizen’s Charter defines several basic principles for government services, including setting, monitoring and publishing clear standards for services expected by service recipients, and publishing the actual performance compared to these standards, as well as providing accurate and clear information about the management of government services and their costs, the extent of their good performance and the identification of the person responsible for them.
Under the desired administrative modernization in the Kingdom; The public sector should provide the opportunity to choose service recipients whenever possible, and there must be continuous and regular consultation with the service recipient or beneficiaries.
Under the charter, public servants should provide the service with the highest degree of respect and that the service should be provided to all those entitled to it without any discrimination or favoritism, and in the event of an error, a full apology and explanation is required with prompt and effective treatment, and simple, accessible and widespread procedures should be established for submitting and reviewing complaints Whenever possible, taking into account the provision of public services in an economical and efficient manner and within the available resources, and announcing the performance against the standards.
In addition to the above, all service institutions are required to provide information about their performance, and the Public Service Authority is supposed to determine the required (performance indicators), as it informs (in January of each year) all service departments and institutions with the information that must be published. It is required that this information be published in newspapers and official websites in a manner that is clear and understandable to citizens without asking for reference or reference to other materials.
The performance indicators are determined by the authority after consultation with service institutions, representatives of service recipients, professional institutions, civil society institutions and others.
Performance indicators can contain two parts, namely efficiency, which reflects the ability of the government department to make optimal use of the materials available to it in achieving its goals. Effectiveness, which reflects the degree of achievement of the objectives of the government department compared to what was targeted by them. In addition to the quality indicators that aim to help the public dealing with government agencies to judge the quality of services in a systematic manner, through a set of indicative lists that define the service accurately and identify all aspects it covers. With the obligation of government agencies to announce to the public the details of the specifications of the services they provide.
From the above, it can be said that state institutions, through the Citizen Charter, disclose information related to them. And about the services it provides, and its commitment to meeting the standards of approved services, and that this charter should be developed through dialogue and mutual discussion between government agencies and categories of service recipients, and accordingly; This charter promises the public with certain levels of service and emphasizes the dissemination of performance indicators and providing service recipients with information that enables them to measure the performance of various government agencies and compare between them in addition; It motivates government institutions to provide their services better, enhance control over the performance of these services, monitor service recipients' reactions about the level of quality and methods of providing them, and other matters that aim, in total, to improve the performance of government agencies and continuous improvement in the quality of the services they provide. The question that can be asked in this regard is: Can we in the public sector institutions apply the Citizen’s Charter?, and who is the concerned party that can bring this idea into existence? Then what are the mechanisms that can be used to achieve this?, and finally what are the requirements for success ?.
The opportunity is now very ripe to adopt this civilized method of developing government services, for the current government to adopt a comprehensive vision of administrative modernization; Simultaneously with political and economic modernization, and it requires the creation of an administrative unit within the structure of the service authority and the public administration targeted in the modernization vision, entrusted with supervising the process of developing public services according to a scientific methodology that adopts a participatory approach between the authority and institutional development units in government departments, the Ministry of Digital Economy and service recipients ; This includes: applying the idea of the Citizen’s Charter and declaring measurable standards for the provision of government services, and reviewing the institutional and human building of institutional development units in government departments and institutions to meet the implementation of modernization outputs; In addition to the design and implementation of a specialized “professional” training program by the Institute of Public Administration, all those working in these units are obligated to pass it successfully; With the need to allocate incentives and financial rewards for the employees of these units to ensure attracting the best institutional competencies and to ensure the sustainability of their work in order to achieve the desired goals.
Dr. Abdullah Mohammed Al-Qudah
-Secretary General of the Ministry of Public Sector Development / former Director General of the Institute of Public Administration.
The charter of government services provided or the “citizen charter” is a “simple document available to the concerned authorities for perusal, so that it is prepared based on extensive consultation with citizens, “recipients of government services”, and front-line staff “service providers” in public departments and institutions with the aim of informing and informing these bodies On the institution’s tasks and priorities towards the services provided, its standards, the rights and duties of service recipients, service costs, complaints mechanism, and any other information related to the institution and its services, in terms of making service providers more responsive to the needs and requirements of service recipients through continuous consultation with them, on the one hand; On the other hand, the government and society have the right to hold service providers accountable through the use of performance monitoring and measurement mechanisms.
The Citizen’s Charter defines several basic principles for government services, including setting, monitoring and publishing clear standards for services expected by service recipients, and publishing the actual performance compared to these standards, as well as providing accurate and clear information about the management of government services and their costs, the extent of their good performance and the identification of the person responsible for them.
Under the desired administrative modernization in the Kingdom; The public sector should provide the opportunity to choose service recipients whenever possible, and there must be continuous and regular consultation with the service recipient or beneficiaries.
Under the charter, public servants should provide the service with the highest degree of respect and that the service should be provided to all those entitled to it without any discrimination or favoritism, and in the event of an error, a full apology and explanation is required with prompt and effective treatment, and simple, accessible and widespread procedures should be established for submitting and reviewing complaints Whenever possible, taking into account the provision of public services in an economical and efficient manner and within the available resources, and announcing the performance against the standards.
In addition to the above, all service institutions are required to provide information about their performance, and the Public Service Authority is supposed to determine the required (performance indicators), as it informs (in January of each year) all service departments and institutions with the information that must be published. It is required that this information be published in newspapers and official websites in a manner that is clear and understandable to citizens without asking for reference or reference to other materials.
The performance indicators are determined by the authority after consultation with service institutions, representatives of service recipients, professional institutions, civil society institutions and others.
Performance indicators can contain two parts, namely efficiency, which reflects the ability of the government department to make optimal use of the materials available to it in achieving its goals. Effectiveness, which reflects the degree of achievement of the objectives of the government department compared to what was targeted by them. In addition to the quality indicators that aim to help the public dealing with government agencies to judge the quality of services in a systematic manner, through a set of indicative lists that define the service accurately and identify all aspects it covers. With the obligation of government agencies to announce to the public the details of the specifications of the services they provide.
From the above, it can be said that state institutions, through the Citizen Charter, disclose information related to them. And about the services it provides, and its commitment to meeting the standards of approved services, and that this charter should be developed through dialogue and mutual discussion between government agencies and categories of service recipients, and accordingly; This charter promises the public with certain levels of service and emphasizes the dissemination of performance indicators and providing service recipients with information that enables them to measure the performance of various government agencies and compare between them in addition; It motivates government institutions to provide their services better, enhance control over the performance of these services, monitor service recipients' reactions about the level of quality and methods of providing them, and other matters that aim, in total, to improve the performance of government agencies and continuous improvement in the quality of the services they provide. The question that can be asked in this regard is: Can we in the public sector institutions apply the Citizen’s Charter?, and who is the concerned party that can bring this idea into existence? Then what are the mechanisms that can be used to achieve this?, and finally what are the requirements for success ?.
The opportunity is now very ripe to adopt this civilized method of developing government services, for the current government to adopt a comprehensive vision of administrative modernization; Simultaneously with political and economic modernization, and it requires the creation of an administrative unit within the structure of the service authority and the public administration targeted in the modernization vision, entrusted with supervising the process of developing public services according to a scientific methodology that adopts a participatory approach between the authority and institutional development units in government departments, the Ministry of Digital Economy and service recipients ; This includes: applying the idea of the Citizen’s Charter and declaring measurable standards for the provision of government services, and reviewing the institutional and human building of institutional development units in government departments and institutions to meet the implementation of modernization outputs; In addition to the design and implementation of a specialized “professional” training program by the Institute of Public Administration, all those working in these units are obligated to pass it successfully; With the need to allocate incentives and financial rewards for the employees of these units to ensure attracting the best institutional competencies and to ensure the sustainability of their work in order to achieve the desired goals.
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