When talking about Saudi Vision 2030, the role of the Center for Measuring the Performance of Public Agencies emerges as a key element in evaluating and monitoring the progress of this vision. In this engaging dialogue, Rashid Al-Qaud, the General Manager of the Center, shares his experience and perspective on how to measure governmental performance and the challenges faced by public agencies in achieving performance indicators. He highlights the importance of accurate data and how to ensure its quality amid changing methodologies. The discussion also addresses the challenges faced by some indicators, especially those resulting from changes in measurement methodology, raising questions about the credibility of the presented figures.
Al-Qaud also sheds light on the Center’s successes in achieving the goals of Vision 2030, showcasing some statistics that reflect the progress made in various fields such as telecommunications and housing. He answers questions about how to verify the accuracy of the data provided by government agencies and how to deal with discrepancies in numbers between different entities.
The dialogue also addresses the importance of transparency in data dissemination and how citizens and beneficiaries can utilize the available information to conduct an objective assessment of governmental performance. He emphasizes that the Center is not just a monitoring body but a partner in the continuous improvement process by providing support and empowerment to public agencies.
Through this conversation, it is clear that the Center for the Performance of Public Agencies plays a vital role in ensuring the success of Saudi Vision 2030 by measuring performance and enhancing transparency and accountability.
Performance Center: Role and Importance
In light of the Kingdom of Saudi Arabia’s Vision 2030, the Center for Measuring the Performance of Public Agencies is a vital tool that significantly contributes to achieving the strategic objectives set by the state. The Center aims to provide an accurate and objective assessment of the performance of various government agencies, thereby enhancing transparency and accountability. Established in 2016, the Center has played a prominent role in determining the standards and foundations upon which governmental performance is measured. The Center works to unify measurement methodologies among different agencies, developing performance cards that include specific measurement indicators that contribute to overall performance improvement. By linking governmental performance with the objectives of Vision 2030, the Center seeks to enhance the efficiency and effectiveness of services provided to citizens and achieve sustainable development.
Achieving Targets: Achievements and Challenges
Saudi Vision 2030 seeks to achieve a set of ambitious targets, and the Performance Center has shown positive results in several areas. For example, significant progress has been made in the telecommunications and information technology sector, where the coverage ratio of fiber optic service to homes increased from 15% in 2015 to 61% in 2021. This transformation was a result of the government’s efforts to enhance digital infrastructure, allowing many citizens to better benefit from digital services. However, the Center faces challenges represented by some indicators that have not achieved their targets, such as the food security index and logistics services index. Improving these indicators requires more collaboration and coordination among different entities, in addition to reviewing the strategies in place.
Performance Measurement Methods: Methodologies and Techniques
The Performance Center relies on a set of advanced methodologies in performance measurement, where it develops performance cards for each indicator, helping to clearly define objectives and targets. These methodologies include data collection and analysis, where the accuracy and validity of the data are verified before reporting. The Center utilizes advanced techniques in data collection, including field surveys and opinion polls. It also organizes training workshops for state employees to enhance their skills in performance management and target achievement. These methods ensure that the provided information is accurate and reliable, facilitating decision-making processes and improving the services provided to citizens.
Challenges
Performance Measurement: How to Deal with It
The Performance Center faces a number of challenges in measuring the performance of government agencies, including data quality and availability. Accurate data is essential for performance evaluation, and any deficiency or variance in data can negatively affect the results. Therefore, the center works on developing data quality indicators and conducts periodic reviews of the data provided by government entities. In addition, the center seeks to enhance collaboration with the Statistics Authority to ensure the standardization of criteria and sources used for data collection. This collaboration helps reduce existing gaps and contributes to improving the accuracy of indicators and outcomes. Furthermore, the center is keen on maintaining continuous communication with government entities to monitor progress and take necessary actions to improve performance.
Successful Experiences: Case Studies from Government Agencies
The Ministry of Human Resources and Social Development is considered one of the government agencies that has achieved remarkable success in improving its performance. After the merger of the ministry with the Ministry of Civil Service, the ministry developed new strategies aimed at improving the quality of services provided. By focusing on measuring employee performance and data quality, the ministry was able to significantly increase the quality of state employee data from 46% to 85% in a short period. This experience demonstrates how proper directives and strategies can impact the overall improvement of government agency performance, contributing to the strategic goals of Vision 2030.
Interacting with Beneficiaries: The Importance of Continuous Measurements
Measuring beneficiary satisfaction is an essential part of evaluating government agency performance. The Performance Center is developing mechanisms to measure citizens’ satisfaction with the provided services, where data is collected through surveys and questionnaires. For example, the vaccination journey was one of the journeys that achieved the highest level of beneficiary satisfaction, receiving a satisfaction rate of 96%. This type of measurement helps identify strengths and weaknesses in services and directs efforts toward improving the overall user experience. In the future, the center is expected to continue developing new methods for data collection and analysis, enhancing its ability to make evidence-based decisions.
The Importance of Evaluating Government Performance
The process of evaluating government performance is a fundamental step in improving the quality of services provided to citizens. Government performance is not only measured by visible achievements but also requires a thorough examination of various performance indicators that reflect the effectiveness and efficiency of government work. Currently, governments face many challenges, such as the COVID-19 pandemic, which has significantly impacted all aspects of life, including government performance. Thus, it is crucial that performance evaluation is conducted objectively without succumbing to emotions or psychological pressures that may affect the results. For example, a citizen’s anger due to a negative experience in a government institution can lead to an inaccurate evaluation that does not reflect the actual performance of the entity. Therefore, there is a need to adopt objective methods such as using “mystery shoppers” who provide fact-based reports grounded in direct personal experiences.
Mystery Shopper as a Performance Measurement Tool
The mystery shopper is an effective tool for measuring the quality of government services, where an ordinary person enters a government institution and experiences the service as any other beneficiary would. This person evaluates the service based on a specific set of criteria, helping to provide an accurate picture of the quality of service provided. Instead of relying on emotional opinions, the analysis is based on predetermined criteria. In 2021, the mystery shopper program was launched, which conducted approximately 1,090 visits to various government institutions. These visits were not random experiences; rather, the timing and level of service provided, such as the speed of receiving luggage at airports, were studied. This information is highly valuable as it reflects the real challenges faced by beneficiaries.
Transparency
In Government Reports
Transparency in presenting government performance reports is one of the essential elements in enhancing trust between the government and citizens. Instead of hiding data, government agencies should be willing to share the results of their performance evaluations periodically, allowing citizens to understand the level of service provided and make informed decisions. Some institutions have already started publishing quarterly reports presented to the Economic and Development Affairs Council, which enhances the principle of transparency. However, there is still a need for greater efforts to disseminate this data in a manner accessible to citizens, contributing to improving the overall experience of beneficiaries.
Government Response to Evaluations and Suggestions
When performance reports of government agencies are presented, there should be an effective response from the government to those evaluations. For instance, if an issue arises concerning delays in receiving luggage at airports, the government needs to take immediate action to address this issue. By recognizing and anticipating challenges, service performance can be continuously improved. It has been mentioned that often decisions are made based on the recommendations provided by the Performance Center, reflecting the government’s commitment to improving its services. This type of response enhances trust between citizens and authorities, encouraging more feedback and suggestions, which contributes to overall performance improvement.
Challenges Facing Government Performance
The challenges facing government performance are numerous, including obstacles that hinder the improvement of services and the implementation of new initiatives. It requires financial support and allocating sufficient resources to execute projects. For example, if a new initiative is proposed but the necessary funding is not provided, this initiative will not achieve its objectives. To overcome these challenges, there needs to be a comprehensive plan to support government sectors and enable them to carry out their tasks effectively. It also requires effective communication channels between citizens and government agencies, making it easier for citizens to provide their feedback and inquiries, thus improving service levels.
The episode was summarized using artificial intelligence ezycontent
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