Questions/Answers

Bekhedmetkom Platform goals: 1. provide channels for citizen to express their opinions 2. reinforce accountability and transparency 3. enhance effectiveness, efficiency and productivity 4. avoid corruption 5. increase citizens' satisfaction on government services 6. monitor and address citizens' comments on government services 7. adopt outcomes in developing and evaluating individual and institutional performance 8. planning tool based on information

1.submitting complaints, comments , reports and compliments on government services is made available for all citizens categories 2. there are five different channels for submitting complaints, comments , reports and compliments 3. issue periodical reports on specific key performance indicators such as delayed responses, customer satisfaction, closed applications and the quality of responses 4. issue analytical studies on the most important topics including received applications to identify the weaknesses in government services delivery to find out solutions for enhancement

1.submitting complaints, comments , reports and compliments on government services is made available for all citizens categories 2. there are five different channels for submitting complaints, comments , reports and compliments 3. issue periodical monitoring reports on specific key performance indicators such as delayed responses, customer satisfaction, closed applications and the quality of responses 4. issue analytical studies on the most important topics including received applications to identify the weaknesses in government services delivery to find out solutions for enhancement

1. there is a steering committee to supervise and monitor the work of the platform and sustain the updates 2. all issued reports are submitted to the Cabinet and the concerned ministers are directed to take the required actions (follow-up, action plan) 3. there is an operation room that monitor and follow-up focal points from different government entities and provide technical support 4. 106 government entities are included in the platform 5. this platform is a central national system for all government entities

applications are categorized to five different pillars (quality of service, service delivery time, employee behavior, service procedures, service delivery infrastructure ). these categories help address the shortfall in public service delivery and take required direct actions. afterwards, an analytical study is performed to specify the reasons behind the shortfall and find the appropriate solution.

the platform is available for all citizens categorizes and the applications are tackled regardless the gender of the applicant

citizens, students, investors, laborers, employees, business owners following up the applications received by the platform helps enhance the level of all services provided by the government

the key development was that the government declared its commitment to deliver the voice of the citizen within 100 days. 1. a scope was determined for the central national complaint management platform that included government entities that provide direct services to citizens 2. applications were provided in different types (complaints, ask government, compliment, report, suggestion) 3. make the platform accessible through different channels (mobile application/ bekhedmetkom, web access/ www.jordan.gov.jo, national contact center +962 6 5008080, chat bot/ facebook) 4. business model was prepared for complaints' quality assurance in the process of complaints management 5. set up a dashboard for the prime ministers , ministers , secretary generals and citizens. the dashboard includes selected KPIs 6. the platform was launched and implemented

1. first of all, not all government entities was interested in the platform. this was overcame by direct instructions from the prime minister. 2. the training of all focal points should be within the 100 days of the government commitment. 3. the business model of the platform, that reinforces minister's mandate, was rejected by the government institutions. this was resolved when regulatory instructions were approved and circulated by the Cabinet.

1. it is an electronic platform that is accessible through different channels 2. interactive platform (send notifications) 3. two levels of categorizations of importance and pillar of applications that generate SLAs (service level agreement) with specific timeline 4. feedback/ evaluation from the applicant side 5. live dashboard 6. KPIs

N/A

this initiative is applied to Human rights field, grievances and complaints against smoking in public areas

N/A

human resources: operation room: 6 employees 220 focal points from 106 government entities financial resources: maintenance contract worth JD 10000 on yearly basis capacity building worth JD 20000 on yearly basis

1. an amount of money is allocated specifically for the platform from the country's general budget 2. a government complaint unit was established to sustain the platform work

لا

1. a group of main sectors were selected and shown to the applicants through the channels. 2. the applications are categorized by the main focal point to be forwarded to the institution within a certain sector

the main purpose of the initiative is to engage citizens in improvements in service delivery and government performance. our stakeholders are: 1. citizens 2. government entities 3. focal points from government entities 4. steering committee to oversee the progress of the initiative the government complaints platform was designed and launched in response to one of the government 100-day commitments. a trial period was launched for three months in order to receive comments and notes of our stakeholders. afterwards, the comments were reflected and applied to the design, implementation and evaluation and then the official launch was initiated up to date. we are still working on enhancements according to the comments and notes we received during the last year.

we should have SLAs, multiple channels for access, evaluation (e-rating), specific KPIs, dashboard for all management levels, analytical reports based on categorized database to enable decision makers from taking decisions. based on comments and notes received from our partners and based on the platform purpose to engage citizens, we improve the initiative. we have a plan that highlight the legislation, business and procedures, technical requirements, capacity building, promotion and operation room.