Abdullah Al-Ghamdi
RIYADH — The Institute of Public Administration (IPA) intends to expand its training programs for government employees in cooperation with universities in different parts of the Kingdom, said Dr. Ahmad Bin Abdullah Al-Shuaibi, its director general.
Speaking to Okaz/Saudi Gazette, he disclosed plans to open the third women’s branch in Jeddah shortly. “We have trained 125,000 civil servants last year.” He emphasized the need to provide training to all employees irrespective of their positions to develop skills and improve customer services.
Referring to the conference on customer service culture, Al-Shuaibi said the conference, organized by the Civil Service Ministry in association with the institute, aims at improving services to people visiting various government departments and agencies.
The conference will include lectures and workshops by national and international experts. It will also focus on successful local experiments and best practices. “The conference will stress the importance of taking care of customers who visit government departments.”
He said the institute conducts 215 training programs that meet the requirements of employees in various departments and sectors. “After the conference we’ll organize and design new programs focusing on the conference theme of improving customer services. This will help develop a culture of customer service among citizens,” he explained.
Asked whether the institute had conducted any study on the present situation of government departments and their performance, Al-Shuaibi said the conference was organized on the basis of a scientific study that stressed the need to provide better services to customers visiting government departments and agencies by applying global best practices.
He said the conference would adopt a number of resolutions, which would be forwarded to higher authorities by the Civil Service Ministry. “Once approved by higher authorities it would be circulated among government departments for implementation. We hope the resolutions would include the change of name of Murajie (a person who follow-up) to Ameel or customer.”
Al-Shuaibi spoke about the institute’s various activities including training, studies and research and consultancy services. The institute provided 60 consultancy services last year and launched a program to conduct 16 research studies this year on various developmental topics.
“We are also concerned with technological development,” he said. The conference will discuss prospects of shifting paper-based services to electronic services at all government departments, he said, adding that many departments have made rapid strides in this respect.
The institute has opened its fourth branch in Abha and a women’s branch in Dammam. It has signed cooperation agreements with 15 universities to train government employees in different regions. Last summer it trained 10,000 employees in a single month.
“The institute cooperates with companies and the private sector and we have plans to expand this cooperation in the future,” Al-Shuaibi said.
