The Civil Service and Government Development Bureau announced on Monday the launch of the 'Mystery Shopper' initiative aimed to elevate the quality of government services and put the customer experience at the heart of the government development process.

تحت الرعاية الكريمة لمعالي الشيخ خالد بن خليفة بن عبد العزيز آل ثاني رئيس مجلس الوزراء وزير الداخلية، نُعلن عن إطلاق المبادرة التي تهدف إلى الارتقاء بجودة الخدمات الحكومية ووضع تجربة العميل في قلب عملية التطوير الحكومي تحت مسمى المتسوق السري. pic.twitter.com/0MHPJwp1NP

— ديوان الخدمة المدنية والتطوير الحكومي (@CGBQATAR) June 6, 2022

The initiative will include 50 volunteers from the community to assess the customer experience that the volunteers encounter with the government services in their daily lives and through special exploratory missions.

In his statement to QNA, Executive Director of Government Development Bureau Hamad Al Nuaimi stressed that the initiative is one of the most important government development initiatives that seek to focus on the importance of the customer experience. He added that the Civil Service and Government Development Bureau will supervise the study and analysis of the experiments, ensuring their accuracy and safety in analyzing the procedures done in cooperation with the concerned authorities. The results of this initiative will come up with solutions and recommendations to optimize the customer's experience in order to reach distinguished government services.

The Executive Director of Government Development indicated that this initiative is the first of its kind at the government level, as all government services will be evaluated through the experience of dealers and mystery shoppers in order to optimize the quality of government services.

The initiative offers an opportunity for the citizens and expatriates to participate in the initiative with the following requirements:

• The candidate must be at least 18 years old
• The candidate shall comply with the criteria set for selection
• The candidate shall exhibit credibility and responsibility
• The candidate shall be keen on the public interest and the development of services
• The candidate shall either be a citizen or resident (for a period of no less than two years)

Participants can register through the Civil Service and Government Development Bureau’s website from 6 June until 6 July 2022. Mystery shoppers will be selected on the basis of multiple nationalities, age groups and professions to ensure an enriching experience and obtaining diverse experiences. However, 50% of the mystery shoppers team shall be citizens.

The "Mystery Shopper" initiative aims to provide the community with an opportunity to evaluate, improve and develop government services, direct development efforts, emphasize the importance of the customer experience as the key focus in improving government services, and identify and improve customer experience in an effective and high-quality manner.

The announcement of this initiative stems from the competence of the Civil Service and Government Development Bureau to achieve the highest levels of organizational and administrative development and modernization, and to raise the level of government performance.

The Civil Service and Governmental Development Bureau has determined the responsibilities of the mystery shopper, which is a commitment to attending and participating in the proposed training workshops and meetings, and alert the competent team of any changes or circumstances that prevent him from completing his initiative as a secret shopper, in addition to evaluating the customers experience in the public sector in accordance with the forms submitted by The Civil Service and Governmental Development Bureau.

Furthermore, The mystery shopper should also abide by impartiality and strict confidentiality to serve the public interest, and achieve the initiative's objectives, in addition to proposing opportunities for improvement and development.

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Source: QNA, Civil Service and Government Bureau
Cover image credit: Civil Service and Government Bureau

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Tracy Quirino

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