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Nominee Information

Institutional Information
Member State Jordan
Institution Name institutional performance development and policies department/ prime ministry
Institution Type Ministry
Ministry Type Prime Ministry
Administrative Level National
Name of initiative Bekhedmetkom platform
Projects Operational Years 1
Website of Institution https://jordan.gov.jo/wps/portal/Home/CMU

Question 1: About the Initiative
Is this a public sector initiative? Yes

Question 2: Categories
Is the initiative relevant to one of the UNPSA categories? Developing transparent and accountable public institutions
UNPSACriteria
NoItems

Question 3: Sustainable Development Goals
Is the initiative relevant to any of the 17 SDG(s)? Yes
If you answered yes above, please specify which SDG is the most relevant to the initiative. (hold Ctrl to select multiple)
Goal 5: Gender Equality
Goal 9: Industry, Innovation and Infrastructure
Goal 10: Reduced Inequalities
Goal 16: Peace, Justice and Strong Institutions
Which target(s) within the SDGs specified above is the initiative relevant to? (hold Ctrl to select multiple)
5.b Enhance the use of enabling technology, in particular information and communications technology, to promote the empowerment of women
9.1 Develop quality, reliable, sustainable and resilient infrastructure, including regional and trans-border infrastructure, to support economic development and human well-being, with a focus on affordable and equitable access for all
10.4 Adopt policies, especially fiscal, wage and social protection policies, and progressively achieve greater equality
16.3 Promote the rule of law at the national and international levels and ensure equal access to justice for all
16.5 Substantially reduce corruption and bribery in all their forms
16.6 Develop effective, accountable and transparent institutions at all levels
16.7 Ensure responsive, inclusive, participatory and representative decision-making at all levels
16.8 Broaden and strengthen the participation of developing countries in the institutions of global governance
16.10 Ensure public access to information and protect fundamental freedoms, in accordance with national legislation and international agreements
16.a Strengthen relevant national institutions, including through international cooperation, for building capacity at all levels, in particular in developing countries, to prevent violence and combat terrorism and crime

Question 4: Implementation Date
Has the initiative been implemented for two or more years Yes
Please provide date of implemenation (dd/MM/yyyy) 01 Jan 2015

Question 5: Partners
Has the United Nations or any UN agencies been involved in this initiative? Yes
Which UN agency was involved? (hold Ctrl to select multiple)
United Nations Development Programme
Please provide details provided administrative and financial support

Question 6: Previous Participation
1. Has the initiative submitted an application for consideration in the past 3 years (2017-2019)? No

Question 7: UNPSA Awards
Has the initiative already won a UNPS Award? No

Question 8: Other Awards
Has the initiative won other Public Service Awards? No

Question 9: How did you learn about UNPSA?
How did you learn about UNPSA? GOVERNMENT

Question 10: Validation Consent
I give consent to contact relevant persons and entities to inquire about the initiative for validation purpose. Yes

Question 1: About the Initiative
Is this a public sector initiative? Yes

Question 2: Categories
Is the initiative relevant to one of the UNPSA categories? Developing transparent and accountable public institutions
UNPSACriteria
NoItems

Question 3: Sustainable Development Goals
Is the initiative relevant to any of the 17 SDG(s)? Yes
If you answered yes above, please specify which SDG is the most relevant to the initiative. (hold Ctrl to select multiple)
Goal 5: Gender Equality
Goal 9: Industry, Innovation and Infrastructure
Goal 10: Reduced Inequalities
Goal 16: Peace, Justice and Strong Institutions
Which target(s) within the SDGs specified above is the initiative relevant to? (hold Ctrl to select multiple)
5.b Enhance the use of enabling technology, in particular information and communications technology, to promote the empowerment of women
9.1 Develop quality, reliable, sustainable and resilient infrastructure, including regional and trans-border infrastructure, to support economic development and human well-being, with a focus on affordable and equitable access for all
10.4 Adopt policies, especially fiscal, wage and social protection policies, and progressively achieve greater equality
16.3 Promote the rule of law at the national and international levels and ensure equal access to justice for all
16.5 Substantially reduce corruption and bribery in all their forms
16.6 Develop effective, accountable and transparent institutions at all levels
16.7 Ensure responsive, inclusive, participatory and representative decision-making at all levels
16.8 Broaden and strengthen the participation of developing countries in the institutions of global governance
16.10 Ensure public access to information and protect fundamental freedoms, in accordance with national legislation and international agreements
16.a Strengthen relevant national institutions, including through international cooperation, for building capacity at all levels, in particular in developing countries, to prevent violence and combat terrorism and crime

Question 4: Implementation Date
Has the initiative been implemented for two or more years Yes
Please provide date of implemenation (dd/MM/yyyy) 01 Jan 2015

Question 5: Partners
Has the United Nations or any UN agencies been involved in this initiative? Yes
Which UN agency was involved? (hold Ctrl to select multiple)
United Nations Development Programme
Please provide details provided administrative and financial support

Question 6: Previous Participation
1. Has the initiative submitted an application for consideration in the past 3 years (2017-2019)? No

Question 7: UNPSA Awards
Has the initiative already won a UNPS Award? No

Question 8: Other Awards
Has the initiative won other Public Service Awards? No

Question 9: How did you learn about UNPSA?
How did you learn about UNPSA? GOVERNMENT

Question 10: Validation Consent
I give consent to contact relevant persons and entities to inquire about the initiative for validation purpose. Yes

Question 1: About the Initiative
Is this a public sector initiative? Yes

Question 2: Categories
Is the initiative relevant to one of the UNPSA categories? Developing transparent and accountable public institutions
UNPSACriteria
NoItems

Question 3: Sustainable Development Goals
Is the initiative relevant to any of the 17 SDG(s)? Yes
If you answered yes above, please specify which SDG is the most relevant to the initiative. (hold Ctrl to select multiple)
Goal 5: Gender Equality
Goal 9: Industry, Innovation and Infrastructure
Goal 10: Reduced Inequalities
Goal 16: Peace, Justice and Strong Institutions
Which target(s) within the SDGs specified above is the initiative relevant to? (hold Ctrl to select multiple)
5.b Enhance the use of enabling technology, in particular information and communications technology, to promote the empowerment of women
9.1 Develop quality, reliable, sustainable and resilient infrastructure, including regional and trans-border infrastructure, to support economic development and human well-being, with a focus on affordable and equitable access for all
10.4 Adopt policies, especially fiscal, wage and social protection policies, and progressively achieve greater equality
16.3 Promote the rule of law at the national and international levels and ensure equal access to justice for all
16.5 Substantially reduce corruption and bribery in all their forms
16.6 Develop effective, accountable and transparent institutions at all levels
16.7 Ensure responsive, inclusive, participatory and representative decision-making at all levels
16.8 Broaden and strengthen the participation of developing countries in the institutions of global governance
16.10 Ensure public access to information and protect fundamental freedoms, in accordance with national legislation and international agreements
16.a Strengthen relevant national institutions, including through international cooperation, for building capacity at all levels, in particular in developing countries, to prevent violence and combat terrorism and crime

Question 4: Implementation Date
Has the initiative been implemented for two or more years Yes
Please provide date of implemenation (dd/MM/yyyy) 01 Jan 2015

Question 5: Partners
Has the United Nations or any UN agencies been involved in this initiative? Yes
Which UN agency was involved? (hold Ctrl to select multiple)
United Nations Development Programme
Please provide details provided administrative and financial support

Question 6: Previous Participation
1. Has the initiative submitted an application for consideration in the past 3 years (2017-2019)? No

Question 7: UNPSA Awards
Has the initiative already won a UNPS Award? No

Question 8: Other Awards
Has the initiative won other Public Service Awards? No

Question 9: How did you learn about UNPSA?
How did you learn about UNPSA? GOVERNMENT

Question 10: Validation Consent
I give consent to contact relevant persons and entities to inquire about the initiative for validation purpose. Yes

Nomination form

Questions/Answers

Question 1

Please briefly describe the initiative, what issue or challenge it aims to address and specify its objectives. (300 words maximum)
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

Question 2

Please explain how the initiative is linked to the selected category. (100 words maximum)
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

Question 3

a. Please specify which SDGs and target(s) the initiative supports and describe concretely how the initiative has contributed to their implementation. (200 words maximum)
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
b. Please describe what makes the initiative sustainable in social, economic and environmental terms. (100 words maximum)
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

Question 4

a. Please explain how the initiative has addressed a significant shortfall in governance, public administration or public service within the context of a given country or region. (200 words maximum)
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.
b. Please describe how your initiative addresses gender inequality in the country context. (100 words maximum)
the platform is available for all citizens categorizes and the applications are tackled regardless the gender of the applicant
c. Please describe who the target group(s) were, and explain how the initiative improved outcomes for these target groups. (200 words maximum)
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

Question 5

a. Please describe how the initiative was implemented including key developments and steps, monitoring and evaluation activities, and the chronology. (300 words)
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
b. Please clearly explain the obstacles encountered and how they were overcome. (100 words)
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.

Question 6

a. Please explain in what ways the initiative is innovative in the context of your country or region. (100 words maximum)
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
b. Please describe, if relevant, how the initiative drew inspiration from successful initiative in other regions, countries and localities. (100 words maximum)
N/A

Question 7

a. Has the initiative been transferred and/or adapted to other contexts (e.g. other cities, countries or regions) to your organization’s knowledge? If yes, please explain where and how. (200 words maximum)
this initiative is applied to Human rights field, grievances and complaints against smoking in public areas
b. If not yet transferred/adapted to other contexts, please describe the potential for transferability. (200 words maximum)
N/A

Question 8

a. What specific resources (i.e. financial, human or others) were used to implement the initiative? (100 words maximum)
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
b. Please explain what makes the initiative sustainable over time, in financial and institutional terms. (100 words maximum)
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

Question 9

a. Was the initiative formally evaluated either internally or externally?
No

Question 10

Please describe how the initiative strives to work in an integrated manner within its institutional landscape – for example, how does the initiative work horizontally and/or vertically across different levels of government? (200 words maximum)
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

Question 11

The 2030 Agenda for Sustainable Development puts emphasis on collaboration, engagement, partnerships, and inclusion. Please describe which stakeholders were engaged in designing, implementing and evaluating the initiative and how this engagement took place. (200 words maximum)
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.

Question 12

Please describe the key lessons learned, and how your organization plans to improve the initiative. (200 words maximum)
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.

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