"Service Ambassadors".. Seminar Discusses Enhancing Citizen Experience through Empowering Frontline Employees

The Ministry of Administrative Development organized a seminar titled "Service Ambassadors.. How to Provide a Distinct Citizen Experience?" with the aim of enhancing the role of frontline employees in government entities and improving the quality of services provided to citizens.

During the seminar held at the ministry's headquarters, Engineer Mahnoud Al-Subaii, an expert in designing user experiences, discussed the fundamental pillars for enhancing the quality of government services, emphasizing that improving the citizen experience starts with understanding their needs and expectations, and delivering the service in a personal and professional manner that leaves a positive impact.

Al-Subaii added: "Turning feedback and complaints into opportunities for continuous improvement is a key factor in ensuring a distinct citizen experience, along with promoting a culture of self-empowerment and active listening".

On her part, Engineer Nisreen Bilal from the Ministry of Local Administration and Environment emphasized the importance of citizen satisfaction as a primary goal for any service provided, pointing out that the seminar contributed to raising awareness among employees about their role as representatives of institutions in front of the public.

In turn, Yasmin Seimoua, one of the participants, highlighted the importance of applying global communication standards in dealing with citizens, as this directly affects the image of government institutions and the quality of their services.

The seminar was attended by a number of employees from government entities and citizen service centers who directly interact with the public in the provision of daily services.