Al-Amn Magazine

of accelerating changes. These challenges were overcome thanks to the development of systems, the implementation of advanced training programs, and continuous listening to customer feedback. Digital technologies played a pivotal role in accelerating procedures and reducing errors, in addition to enabling customers to access services electronically. Regarding measuring customer satisfaction, His Excellency the Undersecretary explained that this is done through precise indicators, including the Distinguished Government Employee System, customer satisfaction, and speed of completion. He also explained that a culture of excellence is instilled through training and motivational programs in customer service, quality management, and sign language. He emphasized the move toward advancing to the Platinum category by investing in human resources and launching a virtual center to provide remote services. Integrated service Director General of the General Directorate of Criminal Investigation and Forensic Science Major General Abdulaziz Mayouf Al Rumaihi, expressed his pride in the Customer Service Centre of the Criminal Information Department achieving the Gold category classification, considering this achievement the result of qualitative initiatives and continuous improvements across several aspects, most notably the provision of services through the «Mawaeed» application, the electronic portal, and video conferencing. He explained that advanced training programs were implemented and electronic services were launched, which reduced time and increased satisfaction rates. He emphasized that the «5-star rating» criteria provided a motivational framework for improving service quality, creating a positive work environment, and enhancing customer experience through innovation. He noted the pivotal role of His Excellency the Minister of Interior in supporting digital transformation and development initiatives, noting that the centre overcame evaluation challenges thanks to the training of its supervisors and the use of advanced digital tools to analyze performance and monitor satisfaction indicators. Customer satisfaction was measured through questionnaires, complaint analysis, and response time, which helped guide improvement efforts. The Director General confirmed that the department is moving toward the platinum rating through system development, data analysis, and expanding the scope of services, reflecting the ministry’s commitment to providing security and administrative services at world-class standards. Qualitative initiatives Director General of the General Directorate of Traffic Major General Shaikh Abdulrahman bin Abdulwahab Al Khalifa expressed his pride in the department’s achievement of the gold rating in the fifth cycle of the Government Service Centre Evaluation Programme, stressing that this achievement is the fruit of the unlimited support of the leadership and the follow-up Major General Abdulaziz Mayouf Al Rumaihi His Excellency the Undersecretary of the Ministry of Interior for Nationality, Passports and Residence Affairs receives the Golden Shield from Mr. Mohammed Al Qaed, Chairman of the Government Service Centers Evaluation Committee.