7th global forum on reinventing7th global forum on reinventing government:government:Building trust in governmentBuilding trust in government

26-29 June 200726-29 June 2007Vienna, AustriaVienna, Austria

workshop1:workshop1:RESTORING TRUST IN GOVERNMENT TROUGH PUBLIC SECTOR RESTORING TRUST IN GOVERNMENT TROUGH PUBLIC SECTOR

INNOVATIONSINNOVATIONSSession (II)Session (II)

Innovations that promote trust in the quality of public Innovations that promote trust in the quality of public serviceservice

"The Impact of King Abdullah (II) Award on "The Impact of King Abdullah (II) Award on Government Performance and Transparency Government Performance and Transparency in Enhancing the Service Delivery of Public in Enhancing the Service Delivery of Public

Sector in Jordan“Sector in Jordan“

Dr. Hyam NashashDr. Hyam NashashAl Balqa' Applied UniversityAl Balqa' Applied University

Jordan Jordan

IntroductionIntroduction

““Knowing is not enough. We must Knowing is not enough. We must apply”apply”

“ “ Willing is not enough. We must do”Willing is not enough. We must do”

""There is more to change than There is more to change than speed“ speed“

The public sector reform is based on The public sector reform is based on certain main principles including certain main principles including

1.1. Results oriented basedResults oriented based2.2. Transparency Transparency 3.3. Decentralization Decentralization 4.4. Optional utilization of financial Optional utilization of financial

resources; based on results achievementresources; based on results achievement. .

King Abdullah (II) Award for King Abdullah (II) Award for Excellence in Government Excellence in Government

Performance and Performance and Transparency emphasizes Transparency emphasizes innovation as it is believed innovation as it is believed

that a commitment to that a commitment to innovation can restore innovation can restore

citizens' trust.citizens' trust.

Case studies of certain winners of Case studies of certain winners of King Abdullah (II) AwardKing Abdullah (II) Award

1.1. Ministry of Industry and Trade (Ministry of Industry and Trade (Best MinistriesBest Ministries))2.2. Jordan Industrial Estate Corporation (Jordan Industrial Estate Corporation (Best Best

Ministry Ministry /Public Institution participating for the first time/Public Institution participating for the first time))

1.1. Jordan's Customs Department- Ministry of Jordan's Customs Department- Ministry of Finance (Finance (Best AccomplishmentBest Accomplishment))

1.1. The Jordan institute for Standards and Metrology The Jordan institute for Standards and Metrology

(JRSN) ((JRSN) (Best Public Institution /DepartmentBest Public Institution /Department))

Case analysisCase analysis All casesAll cases share common share common

features which are:features which are:

1. A committed enthusiastic leadership.1. A committed enthusiastic leadership.2. They are either setting a strategic plan or 2. They are either setting a strategic plan or

reviewing and updating the existing onereviewing and updating the existing one3. A team was composed to deal with the award3. A team was composed to deal with the award4.Awareness and Training session were 4.Awareness and Training session were

conductedconducted

Case 1: Ministry of Trade and Case 1: Ministry of Trade and IndustryIndustry

participated for the third time, and awarded participated for the third time, and awarded

three times three times Utilized an external professional TQM Utilized an external professional TQM

team; devising, articulating and team; devising, articulating and formulating the processes .formulating the processes .

In the preparation phase:In the preparation phase: FormedFormed a committee composed of senior a committee composed of senior

officials to institutionalize the criteria of officials to institutionalize the criteria of the award.the award.

Introduce and disseminate the culture of Introduce and disseminate the culture of excellence as a mainexcellence as a main priority.priority.

of adoption and implementation of adoption and implementation with an internal counter team.with an internal counter team.

2. 2. In the change phase:In the change phase: The committee modified the process and procedure, The committee modified the process and procedure,

to go in line with the award criteria.to go in line with the award criteria. The committeeThe committee fixes the deficiencies in the process.fixes the deficiencies in the process. Maintain better performance to satisfy the strategic Maintain better performance to satisfy the strategic

customers.customers.

3. 3. In the result phase:In the result phase: New culture of excellence. New culture of excellence. Introduced suggestions and complaints mechanism. Introduced suggestions and complaints mechanism. Evaluation of the minister and top leaders by their Evaluation of the minister and top leaders by their

subordinates.subordinates. The Ministry got the highest score on the customers' The Ministry got the highest score on the customers'

satisfaction.satisfaction. All laws and by laws and procedures have been All laws and by laws and procedures have been

modified and upgraded.modified and upgraded. Modified the importers card to be renewed every Modified the importers card to be renewed every

three years instead of one year. three years instead of one year. Developed regulations and instructions for the Developed regulations and instructions for the

financial matters and displayed them on the website. financial matters and displayed them on the website.

Case 2: Jordan Industrial Estate Case 2: Jordan Industrial Estate Corporation (First time Corporation (First time

Participation)Participation) 1.1. In the preparation phase;In the preparation phase; Organized and redesigned the corporation Organized and redesigned the corporation

processes according to the award criteria.processes according to the award criteria. Made a self-assessment using the template of the Made a self-assessment using the template of the

award to figure out the deficiencies. award to figure out the deficiencies. 2.2. In the change phase:In the change phase: Recomposed the board council to go in line with Recomposed the board council to go in line with

good governance principles. good governance principles. Redesigned the questionnaire for the investors' Redesigned the questionnaire for the investors'

satisfaction to include certain measurable satisfaction to include certain measurable indicators.indicators.

A change in the process had been introduced.A change in the process had been introduced. Certain administrative changes.Certain administrative changes.

Came with a method of concluding a deal electronicallyCame with a method of concluding a deal electronically3. 3. In the result phase:In the result phase: Empowered their employees with communication skills Empowered their employees with communication skills

and authority in order to help and serve customers in a and authority in order to help and serve customers in a better manner.better manner.

All information needed for clients have been displayed All information needed for clients have been displayed through the corporation's website.through the corporation's website.

Planning and follow up committee has been Planning and follow up committee has been established, to study and analyze the outcome of the established, to study and analyze the outcome of the customers' satisfaction surveys. customers' satisfaction surveys.

Take action to respond to the customers' needs and Take action to respond to the customers' needs and expectations.expectations.

Studying the findings of the employees' satisfaction Studying the findings of the employees' satisfaction surveys. surveys.

Preparation of documentation for many activities Preparation of documentation for many activities within the corporation.within the corporation.

Provide stakeholders with the needed information. Provide stakeholders with the needed information.

Case 3: The Jordan Institution for Case 3: The Jordan Institution for Standards and Metrology (JISM)Standards and Metrology (JISM)

participated for the third timeparticipated for the third time 1.1. Preparation phase:Preparation phase: The nature of its work is based on quality The nature of its work is based on quality

standards.standards. Conducted awareness for the external Conducted awareness for the external

customers and partners. customers and partners. 2.2. Change phaseChange phase Modification of procedures as well as the Modification of procedures as well as the

vision and the mission statement.vision and the mission statement. Modified the questionnaire for customers' Modified the questionnaire for customers'

satisfaction in order to fit the award satisfaction in order to fit the award criteria.criteria.

Allowed their strategic partners and customers to Allowed their strategic partners and customers to participate in the development of the strategic plan.participate in the development of the strategic plan.

Developed many questionnaires for customers' satisfaction, Developed many questionnaires for customers' satisfaction, as well as for their employees.as well as for their employees.

Procedures and standards had been unified and became Procedures and standards had been unified and became equitable. equitable.

Streamlining has been developed and prices and fees are Streamlining has been developed and prices and fees are announced through the internet.announced through the internet.

The award fastens the process of e-government in the JISM. The award fastens the process of e-government in the JISM.

3. 3. The result phase:The result phase: Creation of Creation of performance departmentperformance department in order to monitor all in order to monitor all

activities relevant to the award.activities relevant to the award. They established a They established a Knowledge Management DepartmentKnowledge Management Department to to

go in line with the award requirement.go in line with the award requirement. Activated the website to include all activities, services and Activated the website to include all activities, services and

prices.prices. Introduced the expressIntroduced the express service for customers.service for customers. Intend to develop a "national accreditation system“.Intend to develop a "national accreditation system“.

Case 4: The Customs DepartmentCase 4: The Customs Department

participated for the third year. participated for the third year. 1. 1. In the preparation phase:In the preparation phase: Conducted workshops and training sessions parallel to that Conducted workshops and training sessions parallel to that

conducted by the award center for the human resources.conducted by the award center for the human resources.

2. 2. In the change phase:In the change phase: Focused on the human resources regarding their satisfaction, Focused on the human resources regarding their satisfaction,

performance, incentives, transparency and equity.performance, incentives, transparency and equity. Empowering them through training and authority.Empowering them through training and authority. Developed the vision and mission statement in a collective Developed the vision and mission statement in a collective

manner.manner. Conducted a SWOT analysis in order to develop the Conducted a SWOT analysis in order to develop the

comprehensive plan.comprehensive plan. Allowed all stakeholders including their employees to Allowed all stakeholders including their employees to

participate in developing the strategic plan which is based on participate in developing the strategic plan which is based on customer-satisfaction.customer-satisfaction.

Design a job description and update the customs form Design a job description and update the customs form (ASYCODA). (ASYCODA).

They develop it to be an ASYCODA word.They develop it to be an ASYCODA word. Get the ISO certification for two centers.Get the ISO certification for two centers. Introduced a new HR electronic, for employees leave.Introduced a new HR electronic, for employees leave. Introduced a flash card through the intranet. regarding Introduced a flash card through the intranet. regarding

communication skills.communication skills. Connected the incentives with individual performance Connected the incentives with individual performance

as well as the division's performance.as well as the division's performance. Contracted with external company for the purpose of Contracted with external company for the purpose of

the Mystery shopper.the Mystery shopper. Conducted external and internal surveys regarding Conducted external and internal surveys regarding

satisfaction in order to be studied and analyzed twice a satisfaction in order to be studied and analyzed twice a year.year.

33. In the result phase:. In the result phase: A change in attitude and behavior of employees A change in attitude and behavior of employees

towards customers.towards customers.

Focus on them and their empowerment had Focus on them and their empowerment had been reflected on their personal life.been reflected on their personal life.

Establish a quality unit.Establish a quality unit. The award approach smoothed resistance of The award approach smoothed resistance of

change among all employees. change among all employees.

It smooth it through simple, effective messages It smooth it through simple, effective messages by the intranet.by the intranet.

Developed the "customs encyclopedia“.Developed the "customs encyclopedia“. The internal complaints are taken care of by the The internal complaints are taken care of by the

quality unit, whereas the external ones by the quality unit, whereas the external ones by the public relations and international cooperation public relations and international cooperation section.section.

They developed a system for suppliers, They developed a system for suppliers, providers and tenders.providers and tenders.

they developed a special program for they developed a special program for material management.material management.

Established customers service unit linked Established customers service unit linked with electronic system for providing service with electronic system for providing service to clients.to clients.

Developed a communication plan, to show Developed a communication plan, to show that role of the department is not only that role of the department is not only revenue generation but it has other security revenue generation but it has other security and safety roles regarding important issues.and safety roles regarding important issues.

General comments:General comments: 1.1. Some expressed comments concerning Some expressed comments concerning

the assessors, that they lack the the assessors, that they lack the experience and the know how of the experience and the know how of the institution. institution.

2.2. Regarding the criteria, some of them Regarding the criteria, some of them have commented that the criteria have commented that the criteria should be developed in a way according should be developed in a way according to the national context. For example.to the national context. For example.

3.3. The knowledge management is The knowledge management is considered to be to most of them asconsidered to be to most of them as IT. IT.

Survey resultsSurvey results The survey showed high results The survey showed high results

regarding the occurrence of drastic regarding the occurrence of drastic change, which averaged about 67.1change, which averaged about 67.1. .

Ministry of trade and industry:Ministry of trade and industry: 66.2% of the respondents believe that a 66.2% of the respondents believe that a

dramatic change has occurred.dramatic change has occurred. 33.8% of the respondents think that the 33.8% of the respondents think that the

change that occurred is moderate. change that occurred is moderate. The analysis may justify these responses that The analysis may justify these responses that

the Ministry started the participation in the the Ministry started the participation in the award before three years.award before three years.

Jordan Industrial Estate Corporation:Jordan Industrial Estate Corporation: 67.5% of the respondents believe that a 67.5% of the respondents believe that a

dramatic change has occurred. dramatic change has occurred. 32.5% of the respondents think that the 32.5% of the respondents think that the

change that occurred is moderate.change that occurred is moderate.

The Jordan institution for standards and The Jordan institution for standards and metrology (JISM):metrology (JISM):

64.3% of the respondents believe that a 64.3% of the respondents believe that a dramatic change has occurred dramatic change has occurred

35.7% of the respondents think that the change 35.7% of the respondents think that the change that occurred is moderate.that occurred is moderate.

The changes that occurred in the third year were The changes that occurred in the third year were concentrated on the deficiencies that lead to their concentrated on the deficiencies that lead to their failure in the former year.failure in the former year.

The Customs Department - Ministry of The Customs Department - Ministry of Finance:Finance:

70.5% of the respondents believe that a dramatic 70.5% of the respondents believe that a dramatic change has occurred.change has occurred.

29.5% of the respondents think that the change 29.5% of the respondents think that the change that occurred is moderate. that occurred is moderate.

spreading the culture of quality was hindered by spreading the culture of quality was hindered by the distances between the sub-departments.the distances between the sub-departments.

RecommendationsRecommendations:: 1. More intensive awareness sessions. 1. More intensive awareness sessions. 2. Develop the criteria according to a 2. Develop the criteria according to a

national context. national context. 3. Intensive training programs for the 3. Intensive training programs for the

assessors in order to be fully assessors in order to be fully knowledgeable about the award detailed knowledgeable about the award detailed criteria and how to apply for each criteria and how to apply for each institution. institution.

4. Thoroughly study of the particular 4. Thoroughly study of the particular intended organization to be assessed.intended organization to be assessed.

ConclusionConclusion::

The award of King Abdullah II for government The award of King Abdullah II for government performance and transparency, created a great performance and transparency, created a great impact on the governmental organizations, impact on the governmental organizations, however, more efforts are needed including however, more efforts are needed including human resources empowerment and financial human resources empowerment and financial resources to reach the acceptable level of resources to reach the acceptable level of services delivery. The award underlinesservices delivery. The award underlines” a ” a healthy balance in the relationship between healthy balance in the relationship between the government's management and wider the government's management and wider membership stakeholders in the societymembership stakeholders in the society” and ” and that progress and atmosphere doesn't occur that progress and atmosphere doesn't occur that fast and serious without such award. that fast and serious without such award.