· Administrative and technical supervision of affiliated units, and coordination among them so as to ensure the integration of activities and maximum use of available resources
· Supervising the study of the plans, programs, budgets, rules and instructions submitted by the affiliated units; approving them under vested powers; and monitoring implementation
· Supervising the identification of the directorate's needs of staff, devices, equipment and tools; monitoring procurement; and evaluating staff to determine training needs
· Supervising the preparation of regular reports on the directorate's activities, achievements, challenges, and recommendations for development
· Developing general policies for quality; and planning, supervising, monitoring, adopting and accomplishing tasks
· Other relevant tasks that are assigned
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Main Roles |
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Quality and Service Development Unit
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• Analyzing performance indicators to find out the major factors of service provision, and reflecting them on all departments of general directorate
• Ongoing customer segmentation, and developing paths and products suitable for clients' needs
• Participating with other units of the general directorate in studying and analyzing implemented plans in order to measure effectiveness
• Preparing analytical studies by discovering the strengths and weaknesses of services based on the data available to affiliate units
• Creating opportunities and resolving challenges in service provision and client experience to support decision-making
• Verifying and inspecting calls and messages received by the Unified Communication Center, and monitoring service providers
• Providing regular reports on the quality of e-services provided to clients
• Analyzing complaints and inquiries, studying impact, and preparing development studies based on analysis
• Analyzing surveys and evaluations, and preparing development studies
• Studying initiatives, projects and needs; and setting priorities according to the needs of directorates; and studying expected operational impact
• Preparing development studies and plans for the general directorate
• Preparing and implementing procedural guides for the programs and systems of the general directorate
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| Reports and Performance Indicators Unit |
• Monitoring and measuring the ministry's strategic objective, client satisfaction, and realization of goals
• Monitoring and measuring the performance of the strategic and operational indicators of the general directorate
• Preparing the goals and standards for the general directorate's units based on indicators
• Cooperating with external entities (Adaa center, National Information Center, ministries and bodies)
• Preparing development plans for achieving targets
• Cooperating with external entities (Adaa center, National Information Center) in providing reports on client satisfaction and indicators
• Preparing development plans in coordination with relevant agencies to increase client satisfaction regarding judicial services
• Managing and operating the Qayyim Platform for measuring client satisfaction
• Unifying the ministry's identity in surveys and evaluations by setting standards and policies for judicial services
• Analyzing surveys and evaluations, and preparing development studies
• Managing "secret client" operations for all of the ministry's facilities to improve performance
• Using the e-services provided by Marsad platform
• Editing and adopting the evaluation forms and surveys of Qayyim platform
• Integrating and updating all relevant e-services and systems in the e-services structure |
| Client Experience Unit |
• Developing and improving clients' journey at the ministry's facilities and digital platforms
• Supervising the training and qualification of service providers at judicial facilities
• Transforming client service into client experience
• Developing a cultural methodology for dealing with clients, measuring service maturity, studying patterns of service use, and classifying age and geographical groups
• Preparing recommendations and solutions to minimize the client's journey at judicial facilities and on digital platforms for resolving issues and providing quick responses
• Conducting research to discover and implement new technologies for improving client experience
• Other relevant tasks that are assigned |
| Knowledge Unit |
• Creating and managing a knowledge base system as a regularly updated reference on services and FAQs
• Raising clients' awareness of judicial services and facilitating access to latest answers and information without having to contact or visit judicial facilities
• Building a comprehensive guide on judicial services and unifying sources of information
• Building integrated content to unify responses to client inquiries on all communication channels
• Building a complete guide on judicial services with regularly updated tickets
• Conducting knowledge management assessments within the ministry to identify strengths and areas for improvement
• Integrating with Marsad platform to train service providers on new services before launch
• Other relevant tasks that are assigned
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