Doha: The Civil Service and Government Development Bureau announced yesterday the ‘Mystery Shopper’ initiative at the levels of all government services.
The initiative seeks to develop government services, focusing on the importance of the customer experience, as well as the level of linking government services to each other by including 50 volunteers from the community to assess the customer experience that the volunteers will experience through their experience of 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, as well as the level of linking government services together other to assess the customer experience through which mystery shoppers will pass through their experience of government services in their daily lives or by marketing to Secret Shoppers through special exploratory missions.
He added that the Civil Service and Government Development Bureau will supervise the study and analysis of the experiments, ensure their accuracy and safety, analyze procedures in cooperation with the concerned authorities, in order to come up with solutions and recommendations and optimize the customer’s experience in order to reach distinguished government services, provide solutions and subsequently repeat the experiences.
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 as per specific requirements, including that the candidate must be at least 18 years old, and the nomination shall comply with the criteria set for selection, credibility and responsibility, that the candidate shall be keen on the public interest and the development of services, he shall either be a citizen or resident (for a period of no less than two years). 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 percent 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.
