«قياس» يواصل تنفيذ البرامج وورش العمل لتطوير مهارات مقدمي الخدمات الحكومية بالشرقية

The project for measuring and achieving the satisfaction of beneficiaries from government and public services in the Eastern Province continues to implement a series of awareness meetings and remote workshops, which aim to enhance the skills of employees in general, and service providers in particular, to develop their skills in improving the services provided to beneficiaries.

In this regard, the executive director of the project, Abdul Ilah Al-Dhafir, pointed out the launch of a workshop on Wednesday morning that included three sessions. Through this workshop, the Beneficiary Satisfaction Project aims to build more community partnerships and strengthen cooperation with government and public agencies in the region to provide a package of awareness meetings and workshops that generally aim to enhance the skills of frontline employees serving beneficiaries.

The executive director of the project, Abdul Ilah Al-Dhafir, noted the start of the first session of the workshop, which was presented by the head of the Customer Service Department at the branch of the Public Administration Institute in the Eastern Province, Ms. Abrar Al-Farhan, titled "The Beneficiary Experience: A Compass for Excellence in Government Entities." During this session, she reviewed several key topics, starting with highlighting: the importance of the beneficiary experience, understanding the beneficiary, the beneficiary journey, experience design, culture and governance, as well as addressing the topic of "quality and satisfaction leading to the experience," in addition to the topic of "expectation and impression," and discussing the integration of the administrative pyramid in directing the "Compass for Excellence," along with discussing the integration between the digital and field experience.

At the same time, he pointed out the continuation of the workshop with its second session, titled "Methodologies for Measuring Beneficiary Satisfaction in the Government Sector: From Diagnosing Gaps to Institutional Excellence," which was presented by Ms. Fawzia bint Tawalah, a PhD researcher in Digital Media and Communication Technology. During this session, she addressed several questions, including: What is meant by beneficiary satisfaction? Why do we measure beneficiary satisfaction? Also, methods for measuring beneficiary satisfaction, periodic surveys and measuring actual performance, the gap between expectations and reality, mystery shopping, complaints, and feedback, a brief comparison between methodologies, from measuring satisfaction to institutional excellence, problem analysis, prioritization, how to support improvement through international experiences, and she reviewed a set of recommendations to activate measurement.

The executive director of the project, Al-Dhafir, highlighted the third and final session of the workshop, which was presented by Ms. Sarah Al-Otaibi, a member of the training staff in the Department of Management and Public Policies at the branch of the Public Administration Institute in the Eastern Province. This session was titled "Measuring Beneficiary Satisfaction and Its Impact on Public Policies: From the Number in the Report to the Decision That Changes the Service." She added that she focused on: measurement methods (surveys – complaints and observations – mystery shopping – focus groups), as well as reviewing the public policy cycle (diagnosis and prioritization, formulating options, selecting and developing solutions, implementation and follow-up, evaluation and modification), leading to a discussion of the most prominent skills for continuous improvement and development in service delivery, in addition to closely highlighting the dissemination of a culture of continuous improvement and linking it to enhancing the quality of services for beneficiaries.

Aspirational Work:
At the conclusion of the program, the executive director of the project, Abdul Ilah Al-Dhafir, expressed his sincere thanks and gratitude to Prince Saud bin Naif bin Abdulaziz Al Saud, the Emir of the Eastern Province and Chairman of the Project Board, and his deputy, Prince Saud bin Bandar bin Abdulaziz Al Saud, Vice Chairman of the Project Board (may God protect them), for their significant and continuous support for the project's activities, and to the chairman of the executive committee of the project, Prince Fahd bin Abdullah bin Jalawi Al Saud, for his meticulous follow-up of the project's progress and the work of the committees, which had a great impact in providing all the success factors to achieve the desired goals. Thanks were also extended to the branch of the Public Administration Institute in the Eastern Province for its cooperation with the project in implementing the program, and to all program presenters for their efforts according to the planned agenda, and to all those targeted by the program.