The Institute of Public administration (BIPA) introduces customer service program next October in its two levels; the first (service) targets first line workers, and the second (excellence) targets department heads and managers, the trainee obtains – after meeting graduation requirements – a certificate from BIPA accredited by the British Institute of Leadership and Management (ILM).
The Director of Registration at the Institute Mr. Najem Salmeen indicated that the program is introduced for the first time after re-designing to suit the needs and the current status of customer service in the government ministries and bodies.
Mr. Salmeen clarified that the Registration Department at the Institute is receiving now the applications from training departments of the government agencies, through electronic registration system for courses and programs of the Institute.
In further details about the program, Senior Director of professional development Ghada Shana'a explained that the program in its two levels aims mainly to promote a culture of excellence in customer service in the public sector, which contributes to the development and improvement of the capacities of service providers in direct and indirect dealing with citizens wishing to certain services from service ministries and agencies, leading to improve the performance of these institutions in line with the tendency of the government in meeting services with swift speed and professionalism.
Mrs. Shana'a added: “The program will be implemented over 16 training days, a total of 104 hours of training, all of which will be held in the morning, and will be distributed inside and outside of BIPA”.
She continued “The customer service program (service) which targets the first line of workers, will aim to familiarize the participants with basic operations in customer service and develop their skills in this area, in addition to strengthening their personal skills and the skill of effective communication, on the other hand customer service program (Excellence) which targets department heads and managers, will work to strengthen and develop the advanced skills related to customer service, and enhance the leadership and personal skills, in addition to the ability to design and analyze customer satisfaction questionnaires.