The move aims to enhance the speed of response by government authorities after delays in responding to public requests were detected
Saudi Arabia has requested all of its state departments including ministries to respond to any public queries within 24 hours in a bid to enhance the speed and rate of response by government authorities, sources told Arabic-language newspaper Okaz.
Sources said the announcement was made after authorities detected delays by a number of government authorities in responding to public queries.
They added that the delays are not in line with the directives of Saudi Arabia’s leadership in raising the level of public sector performance.
However, sources said state departments are permitted to extend their response time to 48 hours if higher authorities are informed as to the reasons behind the delay, with a seven day extension also allowed if the matter requires more time.
The move will require each government authority to have a main liaison officer and alternative liaison officer to follow through with the directives.
Those who violate the orders will be referred to Saudi Arabia’s King Salman bin Abdulaziz Al Saud to be held accountable.
Earlier this year, the Vice President and Prime Minister of the UAE and Ruler of Dubai Sheikh Mohammed bin Rashid Al Maktoum reprimanded Emirates Post for its poor customer service.
He took to his Twitter account and shard a photo from a team of ‘mystery shoppers’ which showed long queues at a branch of Emirates Post.
In his tweet he said: “This is not our level. These are not our services. Whoever provides such level of services will not be in my team.”
Sheikh Mohammed also publicly shared its performance report - all in the spirit of transparency and the need for stronger customer service.