Khaberni - The Institute of Public Administration, in cooperation with the Public Sector Modernization Program Management and Execution Unit at the Prime Minister's office, launched on Tuesday the specialized training program "Developing Basic and Advanced Skills for Listening to Citizen Voices,” within the context of implementing the public sector modernization roadmap, translating the royal directives, and the government vision that focuses on the citizen as the core of the development process and the goal and foundation of government service.
The program, which targets liaison officers for listening to citizen voices in government departments, aims to prepare them to manage the citizen voice listening program within the departments, through the implementation of a set of basic tasks, the most important of which are forming internal teams and coordinating with specialized units, and developing and digitizing mechanisms for listening to the citizen voice in accordance with established standards in coordination with relevant entities.
The program includes preparing and implementing an annual plan to measure citizen experience across various channels and services, submitting periodic reports to senior management, and following up on the implementation of improvement measures and corrective and developmental plans resulting from measurement outcomes.
The General Manager of the Institute, Engineer Siham AlKhwaldeh, with the attendance of the Director of the Digital Transformation Unit at the Prime Minister's office, Salim Salameh, stated that the program is a practical step towards making a qualitative leap in the methodology of providing government services, by moving from a traditional model that focuses on procedures, to an integrated model centered around the needs and expectations of the citizens.
She pointed out that this approach is in line with the national vision, which places the improvement of service quality and enhancing the citizen's trust in government institutions at the core of its priorities, by using modern tools, strengthening governance, and utilizing data to support decision-making, which positively reflects on the efficiency of government performance and the sustainability of its impact.
She emphasized that investing in building institutional and human capacities, and enabling government personnel to understand, analyze, and develop the citizen's experience, is the cornerstone for achieving the desired transformation, and enhancing an institutional culture based on responsiveness, innovation, and continual improvement.
She said that the Institute looks forward to the program contributing tangibly on the ground, through developing effective mechanisms for listening to citizen voices, and transforming its outputs into corrective policies and procedures that contribute to improving the quality of government services, in a manner befitting the aspirations of the Jordanian citizen, and embodying the wise leadership's vision towards an efficient, effective, and human-centered public sector.
It should be noted that the program consists of two main levels: the foundational level and the practitioner level. The foundational level focuses on giving participants an understanding of the basics of citizen-centricity, identifying the key pillars of a successful citizen experience, alongside practical application of tools, techniques, and best practices for developing the experience.
The practitioner level focuses on enhancing understanding of data-driven citizen experiences and mapping and planning their current journey, alongside applying future practices and design thinking to develop services and citizen experiences, improving and aligning their future journey and anticipating their needs.
