Salalah – The Ministry of Labour (MoL) organised a workshop on gauging the satisfaction of government service beneficiaries in cooperation with the Office of the Governor of Dhofar.
Held under the patronage of H H Sayyid Marwan bin Turki al Said, the workshop, titled ‘Measuring the Satisfaction of Service Beneficiaries in Light of the Institutional Proficiency System’, addressed several key topics, including an introductory overview of the system itself.
This system is recognised as a valuable tool that enhances the efficiency and effectiveness of state administrative units by assessing areas that influence development and continuous improvement of the work environment.
One of the primary goals of the workshop – led by MoL’s team of ‘institutional proficiency system’ – was to underscore the significance of customer satisfaction standards and the measures used to gauge it.
There was a particular emphasis on fostering collaboration among all government agencies within the Dhofar governorate to enhance the quality of services and accurately assess customer satisfaction levels with those services.
Various service types and methods of provision were explored during the event, as well as a specific questionnaire designed to measure beneficiary satisfaction through electronic channels.
The workshop presented the results of the customer satisfaction standard for the first quarter of 2023, highlighting the top five authorities in terms of responsiveness to the satisfaction questionnaire.
Additionally, it recognised the top five government agencies concerning customer satisfaction and smooth service procedures.
Another vital aspect of the seminar was a detailed discussion on the method of measuring the customer satisfaction index.
The central team of the institutional proficiency system also shared their ongoing efforts to activate the customer satisfaction standards, along with strategies for change management, training, and media communication.
It’s noteworthy that the customer satisfaction standard encompasses five main indicators. These include the percentage and number of complaints resolved in a timely manner, the work satisfaction indicator, the proportion of written and announced services, and the efficiency of service procedures.