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The King Abdullah II Award for Excellence in Government Performance and Transparency

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The King Abdullah II Award for Excellence in Government Performance and Transparency was established by Royal Decree on 4/9/2002, to enhance the role of the public sector in serving the Jordanian community with all its sectors and the investment community by promoting awareness of the concepts of comprehensive quality administration and distinguished performance, and to highlight the exceptional efforts of the public sector and present its accomplishments in the area of developing its systems and services. The King Abdullah II Award for Excellence in Government Performance and Transparency is considered the highest award of excellence for the public sector on the national level.

The Award Stages

·         The Awareness Stage

In the beginning of each cycle the Center conducts awareness sessions for organizations participating and willing to participate in the Awards. The sessions aim to introduce these organizations to the awards’ criteria, assessment process, participation report preparation, as well as the Awards’ timeline.

·         The Training Stage

The Center conducts training courses for organizations participating in the King Abdullah II Awards for Excellence for public, private and business associations sectors with the aim of providing more detailed information about the Awards criteria, assessment process and the preparation of the participation report.

·         The Assessment Stage

The final result of each ministry / institution depends on four factors:

o    60% for the Assessment Process (Participation Report which includes criteria answers and site visit assessment)

o    15% for the Mystery Shopper: The Center contracts a non-biased party to conduct the mystery shopper surveys. The mystery shopper assesses the services provided by the ministry / institution by acting as a citizen, investor or organization seeking service. The mystery shopper conducts several visits to each ministry / institution and fills out a questionnaire built on international best practices including the comments about presenting the service and interpreting the findings into scores for each ministry / institution.

o    15% for the Customer Satisfaction Study: The Center contracts a non-biased party to measure the customer satisfaction (citizens, investors, or entities). This study check the customer's opinion about the services presented by the organization through a questionnaire based on international best practices, and the findings are interpreted into scores for each ministry / institution.

o    10% for the Employee Satisfaction Study: The Center measures the ministries and public institutions' employees' satisfaction regarding their involvement and interaction in their institutions through a questionnaire based on international best practices then the Center analyzes the questionnaires and interprets the findings into scores for each ministry / institution.