Main tasks of the Citizens Affairs Division:

1. Receiving complaints and suggestions: Receiving citizens’ complaints and suggestions regarding government services and working to resolve them or submit them to the competent authorities.
2. Providing information: Providing citizens with the necessary information about government services and the procedures required to complete transactions.
3. Guidance and Counseling: Helping citizens understand government laws, regulations, and procedures and directing them to relevant authorities.
4. Case Follow-up: Follow up on cases and complaints submitted by citizens to ensure they are resolved appropriately and in a timely manner.
5. Improving services: Working to improve the quality of government services based on feedback from citizens.
6. Organizing meetings: Organizing meetings and events that enhance communication between the government and citizens, such as public meetings and workshops.
7. Coordination with government agencies: Coordination with various government agencies to ensure that citizens’ needs are met efficiently and effectively.
It seeks to enhance trust between citizens and the government by providing transparent, fair and effective services.

Objectives:

1. Improving the relationship between citizens and government: Enhancing mutual trust by listening to citizens’ needs and problems and working to solve them effectively.
2. Raising the level of government services: Improving the quality of services provided to citizens based on their comments and suggestions.
3. Enhancing transparency and accountability: Ensuring the transparency of government operations by providing clear channels for citizens to submit and follow up on their complaints.
4. Facilitating access to information: Providing citizens with the necessary information about government services and required procedures.
Increasing citizen satisfaction: achieving citizen satisfaction with government services by providing fast and efficient services.
6. Encouraging community participation: Enhancing citizens’ participation in improving and developing government services by receiving their suggestions and ideas.
7. Strengthening internal communication: Enhancing coordination and cooperation between various government agencies to ensure the provision of integrated and comprehensive services to citizens.
8. Solve problems quickly and efficiently: Providing a quick and effective mechanism to resolve complaints and problems that citizens face in their dealings with government agencies.
9. Promoting justice and equity: Ensuring that government services are provided fairly and equitably to all citizens without discrimination.
Supporting government policies by analyzing citizens’ complaints and suggestions and making appropriate recommendations to improve government performance is the goal of Government Policy Support.