Khaberni - The Minister of State for Public Sector Development, Badriya Al-Bilbeisi, reviewed the outcomes of the training program "Developing Basic and Advanced Skills for Hearing the Citizen's Voice," which was implemented by the Public Sector Modernization and Digital Transformation Program Management Units at the Prime Minister's Office over two weeks at the Jordanian Government Management Academy.
The program, which is part of the second executive program for public sector modernization (2026-2029), targets liaison officers involved in hearing the citizen's voice in ministries and government institutions, preparing them to manage the citizen's voice program within their institutions through a series of essential tasks, including forming internal teams, coordinating with specialized units, and developing and digitizing mechanisms for hearing the citizen's voice according to approved standards, in coordination with relevant entities.
During the closing ceremony held on Wednesday at the academy, attended by the academy president Mustafa Al-Hamarneh, the secretary-general Siham Al-Khawaldeh, and the Head of the Civil Service, Fayez Al-Nahar, Al-Bilbeisi said that this meeting coincides with the World Day of Creativity and Innovation, "which is not just a symbolic celebration, but an open invitation to rethink our work in the public sector, and how we move from improving tools to redesigning the entire system."
She added: "Innovation in governmental work is no longer an optional choice, but has become a necessity to achieve impact, enhance performance efficiency, and build sustainable trust with citizens."
Al-Bilbeisi pointed out that this training program is a foundational step in the system for hearing the citizen's voice, which measures the citizens' satisfaction with government services and procedures, whether complaints, suggestions, or inquiries, and aims to achieve one of the goals of the second executive program for public sector modernization: making the government more citizen-centered.
In this regard, she emphasized the important role of liaison officers in dealing with these platforms and possessing the necessary tools to respond to citizens' requests and complaints, contributing to the desired goal of improving the quality of services provided to citizens and achieving an empowered and effective public sector.
During the closing session, a number of participants in the program, presented by the expert in hearing the citizen's voice, Olga Al-Badiri, proposed projects focused on developing plans for dealing with understanding the data-based citizen experience and applying future practices and design thinking to develop services, journeys, and citizen experiences.
