Amman, April 22 (Petra) -- Minister of State for Public Sector Development Badria Al Balbisi on Wednesday reviewed the outcomes of a specialized training program aimed at enhancing government responsiveness to public feedback, a key pillar of the kingdom’s administrative reform agenda.
The two-week program, titled "Developing Basic and Advanced Skills for Hearing the Voice of the Citizen," was conducted at the Jordan Academy for Public Administration. It was organized by the Prime Ministry’s units responsible for public-sector modernization and digital transformation as part of the 2026–2029 executive roadmap for administrative reform.
The initiative targets liaison officers within government ministries and agencies, training them to manage internal feedback systems. Key tasks include forming internal task forces, coordinating with technical departments, and digitizing mechanisms for collecting citizen input in accordance with national standards.
Speaking at the closing ceremony, which coincided with World Creativity and Innovation Day, Al Balbisi emphasized that innovation is no longer an optional luxury for the public sector but a necessity for building sustainable trust with the public.
"This is not merely a symbolic celebration but an open call to rethink our work in the public sector," the minister said. "We must move beyond simply improving tools to redesigning the entire system to ensure the government is truly citizen-centric." Al Balbisi noted that the training serves as a foundational step for a comprehensive system designed to measure public satisfaction with government services and procedures. By analyzing complaints, suggestions, and inquiries, the government aims to enhance service delivery and ensure administrative efficiency.
The minister stressed the vital role of liaison officers in managing digital platforms and utilizing the tools necessary to respond effectively to citizen demands.
During the session, participants presented proposed projects developed under the supervision of expert Olga al-Bdeiri. The proposals focused on data-driven strategies to understand the citizen experience and the application of design-thinking methodologies to streamline service journeys.
The event was attended by Mustafa Hamarneh, President of the Jordan Academy for Public Administration; Siham al-Khawaldeh, the academy's Secretary General; and Fayez al-Nahar, President of the Service and Public Administration Commission (SPAC).
//Petra// AF
