The total number of transactions completed through the Comprehensive Government Service Centers reached 2.9 million by the end of March. These centers provide 182 traditional and electronic government services, serving 34 government institutions. The total number of visitors to these centers has reached 1,165,293.
اضافة اعلان
Minister of Digital Economy and Entrepreneurship, Eng. Sami Smirat, emphasized the importance of the Comprehensive Government Service Centers as a fundamental pillar for facilitating citizens' access to services with high quality and efficiency. In a statement to the Jordan News Agency (Petra), he said that these centers embody the state's vision of improving citizens’ experience and enhancing transparency and fairness in service delivery by consolidating points of contact and providing a comprehensive service environment in one location.
He added that efforts are continuously being made to develop these centers and expand their geographic reach, ensuring comprehensive access and promoting digital justice, in line with the goals of economic and administrative modernization.
He stressed that the ministry is committed to equipping these centers with the latest technologies and trained personnel to provide effective government services that meet citizens’ aspirations and contribute to improving their satisfaction and trust in government institutions.
So far, 9 centers out of a planned 15 have been established and are operational, with plans to complete and operate the remaining centers by the end of 2025 in all governorates of the Kingdom, enhancing access to services for citizens in various regions, particularly those with high population density. The first service center was established in the Al-Muqabaleen area, offering 137 government services through 29 institutions. A branch has also been opened at Queen Alia International Airport, providing 66 government services from 24 institutions, in addition to the government service center in Irbid, which offers 131 services from 29 institutions.
Other branches include one in Tafileh offering 147 government services from 28 institutions, a center in Aqaba providing 150 services from 28 institutions, and a center in Ma’an offering 135 services from 26 institutions. A center in Madaba provides 129 services from 26 institutions, while the Jerash center offers 127 services from 26 institutions. An experimental opening of the Karak service center has also taken place, offering 116 government services from 26 institutions.
Work is ongoing to add government institutions and services to these centers in phases, according to the priority of the users. The centers rely on a range of tools and channels to measure citizen satisfaction and feedback, which help improve and develop service delivery. These channels include the "Bkhidmitkom" platform, the Ministry of Digital Economy’s dedicated email, the national call center, social media sites, tablets for center evaluation, surveys published quarterly, the Citizen Service Office, and the "Satisfaction" platform.
The Citizen Service Office handles feedback from citizens through satisfaction measurement channels, working daily with branch managers. The feedback is categorized into three areas: work environment, service procedures, and employee behavior. Analysis results showed that 60% of the feedback fell under the "praise" category, 15% were "complaints," and 35% were "suggestions."
The results of the mystery shopper evaluation for the Comprehensive Government Service Centers revealed that the Queen Alia International Airport branch received a satisfaction rate of 97.6%, while the Al-Muqabaleen center achieved 93.3%, and the Irbid center recorded a satisfaction rate of 95.5%.
-- (Petra)
