The Mystery Shopper Initiative to Assess the Performance and Quality of Government Services
Start Date: 11 January 2023
Impact: Tech Leadership
The mystery shopper is one of the tools used in marketing research that provides the organization with qualitative and quantitative data about the beneficiaries' experience across all stages of service delivery, whether in-person, by phone, or online. Consequently, the organization can develop and improve strategies and plans based on understanding its strengths and weaknesses.
From this standpoint, the Sultanate adopts the mystery shopper as one of the proposed initiatives in the National Program for Government Digital Transformation 2021 – 2025 to enhance the efficiency of service delivery systems, improve government work environments, and measure their adherence to quality standards, thereby meeting the requirements of clients and increasing their satisfaction with the services provided to them thru making improvement decisions to develop the user experience.
Objectives of the initiative:
- Measuring the extent of government agencies' commitment to providing services according to the approved quality standards.
- Enhancing the performance and systems of human resources and the work environment in government entities thru sharing the results of the mystery shopper reports.
- Enhancing and improving the efficiency of digital government services and the sustainability of quality.
- Enriching performance level and beneficiary satisfaction reports and contributing to their improvement.
