Khaberni - State Minister for Public Sector Development, Engineer Badriya Al-Balbisi, confirmed that the "Mystery Shopper" report is an evaluative tool that helps ministries and government institutions identify weaknesses and improvement mechanisms in services, which reflects on enhancing their quality and simplifying procedures for citizens.
This was mentioned during a dialogue session with secretaries and general managers in ministries and public institutions about the "Mystery Shopper," today, Saturday, at the Prime Minister's Office, attended by the Head of the General Service and Administration Authority, Engineer Fayez Al-Nahar, within the periodic sessions held by the government as part of the second executive program for the roadmap of public sector modernization (2026-2029).
Al-Balbisi referred to the circular issued by the Prime Minister, Dr. Jaafar Hassan, to the ministries and institutions emphasizing the utmost priority for observations from the Mystery Shopper due to its importance in improving the quality of services provided to citizens and simplifying their journey in obtaining the service.
She stressed the necessity of linking the results of the Mystery Shopper reports to individual and institutional performance, which contributes to enhancing the quality of services provided to citizens.
She pointed out that the unit managing and implementing the public sector modernization program in the Prime Minister's Office is working on designing specialized surveys for government departments and electronic services, in addition to designing surveys for the health and education sectors, to monitor the patient journey in hospitals and health centers, and the school environment in public schools, titled: "Public Schools.. a Safe and Clean Environment".
On her part, Director of Services and Government Procedures at the Management and Execution Unit of the Public Sector Modernization Program, Engineer Abeer Lataifeh, delivered a visual presentation on the operation mechanism of the Mystery Shopper, assessment surveys, evaluation criteria which include ease of access, service delivery environment, quality of service, simplicity of procedures, service provider, suggestions and complaints, in addition to follow-up mechanisms for Mystery Shopper reports in terms of motivation and accountability, and how to work on the improvement plan after the report results are released.
Al-Balbisi listened to interventions and observations from secretaries and general managers, which focused on the Mystery Shopper and mechanisms for improving reports, in order to achieve the desired goal of providing the highest quality services to citizens, and to reach an enabled and effective public sector.
