AMMAN — Teams from the Ministry of Public Sector Development have conducted around 41 unannounced field visits to government agencies since being assigned by the Cabinet in late 2012 to assess public services and submit periodic reports to the premier.
In a statement sent to The Jordan Times, Public Sector Development Minister Khleef Al Khawaldeh was quoted as saying that the teams made field observations of public services at these agencies and submitted reports to the prime minister and concerned ministers.
Key observations listed in the reports focused on the lack of attention to complaints and suggestion boxes, the absence of clearly stated procedures for obtaining services, the inability to identify employees and distinguish them from customers, and the lack of clearly defined roles for certain directorates and offices of some agencies.
The field visits covered the Greater Amman Municipality Court, the Social Security Corporation, the National Aid Fund, the Department of Land and Survey and the Civil Status and Passports Department, among other public service offices and departments in various governorates, the statement said.
The teams also noted that customer service offices are “not adequately effective”, and some government agencies neither use signs to identify them, nor have brochures that describe the provided services.
“The reports further indicated that some employees lacked professional courtesy in dealing with customers and many offices lacked tidiness, with announcements hung randomly on walls and windows, and stationery and files stacked on some desks,” the statement said.
“Some agencies do not have a clear mechanism for organising interaction with customers, or clearly stated service delivery standards on location,” the statement added, citing team reports.
The service description cards at some agencies “fail to meet the intended purpose and while some of the displayed information signs explain what documents are needed from customers, they do not indicate the time frame or procedures for obtaining a service”.
The authority delegated to some office managers is insufficient, the reports said, adding that some employees prepare food and drinks in front of customers.
“The assessment teams also noticed a large number of real estate agents offering their services to customers at some of the visited agencies, as well as many clerks obstructing customers’ movement,” the ministry statement said.
“Some of the visited offices also lacked photocopiers and had too few seats to accommodate the large number of customers,” it added, noting that the teams “did not notice any intervention from line managers at many agencies to organise the service delivery process”.
Archives and files at some agencies were also not handled in a secure manner, the statement said.
Managers at some of the agencies covered by the field visits are “hesitant to use the authority given to them to simplify procedures for customers”.
“At the visited hospitals and medical centres, the report mentioned that cars park right outside the main entrance of the medical centres and emergency departments, causing chaos and congestion,” the statement said.
Many administrative staff members “are frequently out of office”, the reports said, adding that “these departments are generally overcrowded with too many janitors and security guards”.
“Some service-delivery employees are often away from their desks, and others only drink coffee and chat with their colleagues without paying attention to customers, prolonging their waiting time and leading to long queues at service windows,” the reports said.
The Public Sector Development Ministry’s assessment methodology focuses mainly on “the service delivery approach, employees’ conduct and timeliness, and the management’s commitment to the proper treatment of customers, service delivery standards and addressing any difficulties facing customers”.
The goal of this project is to transfer the assessment process from the office to the field by carrying out direct surveys of services and service delivery procedures on location to identify weaknesses and communicate directly with customers to obtain their feedback, the statement said.