MODERNISATION of the public sector is an important goal for Qatar, said Dr Ahmed Abdullah al-Kuwari, Planning Council project director (Service Improvement Initiative).
In his presentation at the seventh Doha Forum on Democracy, Development and Free Trade at the Ritz-Carlton yesterday, he said the Service Improvement Initiative (SII) began in Qatar in 2004 on the basis of instructions given by HH the Emir Sheikh Hamad bin Khalifa al-Thani.
“SII has already achieved several milestones. These include assessment of service quality, reports on service integration and Qatar's first National Client Satisfaction Survey,” al-Kuwari said.
Qatar has adopted what is called the “Q” framework which is made up of elements such as vision and leadership, planning, setting standards, performance and measuring, listening and changing culture. The framework has been adopted based on the experience of several countries in public sector improvement over the last few decades.
Service improvement was an important component of public sector modernisation. A modern public sector based on inclusiveness (equal treatment and participation) and accountability (transparency and competition) is the cornerstone for development.
According to the World Bank, poor governance resulted in weak service delivery because of a lack of competition in service delivery and limited citizen involvement in policy making and review.
In addition, it is argued, poor governance results in reduced economic growth, productivity and limited investment. For these reasons, modernisation of the public sector or creation of a high performing public service is a key component of the overall development agenda.
Al-Kuwari said service improvement contributed to sound management of public resources through disciplined planning and rigorous project management to deliver results. It contributes to corporate management through its client-centric approach which requires ministries and agencies to work together to meet the needs of clients.
“Strengthened accountability is achieved by seeking and responding to client input, setting standards and measuring performance. Motivation and proper involvement of staff in activities maximise their output. The use of latest technology will also contribute to service improvement and modernisation of the public sector,” al-Kuwari added.