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- The Scope and Areas of Measurement
Beneficiary Care
First: The measured parties
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Government and public service agencies and general service entities.
Second: Measurement indicators
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Measuring beneficiary satisfaction includes six main indicators:
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Employees
It includes employee performance and how they deal with beneficiaries.
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Time
It includes how fast the service is completed for the beneficiary (waiting time and completion time).
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Procedures
The procedural operations that help complete the service for the beneficiary.
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Means of communication
It includes having enough branches for the entity and providing the appropriate means of communication to deliver services to beneficiaries.
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The internal environment
The interior design of the building, its cleanliness, and the presence of appropriate services and necessary facilities for visitors and users inside the building.
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The external environment
It includes everything related to the building of the entity, the suitability of the location, how easy it is to reach, its exterior design, and the availability of supporting services like parking, signs, and cleanliness of the place.
The reports provided by the relevant government authorities
The project provides the government and public entities under study with several reports, including:
- A report detailing the results of the field survey.
- A report detailing the results for the mystery beneficiary.
- A report showing the level of satisfaction with the services provided by the government agency.
In addition, the project monitors the implementation by government and public entities in the region of common quick improvement opportunities—that is, those shared by all government and public entities, whether measured or not. The project identified many improvement opportunities that should be applied in all service government and public entities in the Eastern Region.
Third: Measuring the satisfaction of beneficiaries with general field services
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The project works on measuring the satisfaction of beneficiaries with the following public services:
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Health services
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Water services
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Border crossing services
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Municipal services
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Educational services
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Civil Defense Services
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Road services
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Traffic services
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