Capacity Development Workshops and coaching in Customer Service for MOI \& MoT.

Project Overview

The Palestinian Authority Capacity Enhancement project is a three-year, $20 million project funded by United States Agency for International Development (USAID). It was aimed to improve the living standards of Palestinian people by strengthening Palestinian National Authority ministries and other public sector institutions . It has two main tracks: a short-term focus on the delivery of improved services and a medium-term focus on capacity enhancement of government institutions. The short-term interventions in Year 1 were designed to produce immediate, visible improvements in the quality and efficiency of services to citizens. These immediate interventions were also laid the groundwork for medium-term capacity building activities in Years 2 and 3.In this context , Chemonics has conducted a performance gap analysis of the frontline desk officers in the MOI’s and MOT in eight district offices to assess their customer relations skills. The findings revealed that the Ministry staff who have direct citizen contact lack the necessary customer relations skills needed to interact effectively with the public. There was a need to fundamentally rethink and reform the basic concepts of citizen and customer service in the department, in addition to improve the officers’ public interactions, because the interaction of desk officers with public in an unprofessional manner, has resulted in public dissatisfaction and poor service delivery.For that purpose, Chemonics has contracted GCT to implement capacity development training program in Customer relations and public communication to desk officers in MOI and MOT , to support a more citizen-centered transformation process and compliment service reengineering interventions that are currently being implemented by the project.