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King Abdulla II Award > Award Participation | > Participation Mechanism

Participation Mechanism

The Mechanism of Participation in the Award

Participating in the Award is mandatory for all ministries and public institutions, this happens gradually as mentioned in the Royal Decree of establishing the Award.
Participating ministries / institutions in each cycle are determined by the Board of Trustees according to the type of services delivered to the customers either citizens or investors or other institutions.
Once the ministry or institution participate in the Award, it participates automatically in the coming cycles.
New participating ministries / institutions enter the preliminary stage to prepare for the official participation in subsequent cycles after familiarizing themselves with the Award and its criteria.
Nomination for the Distinguished Government Employee category is compulsory. Each participating ministry / institutions is required to nominate one employee for each of the Award's categories.

Final Results

The final score for each ministry / institution depends on four integrated components, which are:

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