Number of attendees: 9

Customer categories: Employees and customers

Date: 27/8/2024

Development Initiatives

• Listing and identifying challenges and development opportunities for the service.

• Coordinating with relevant parties from service owners and other sectors in the ministry to move forward with service enhancements.

Session Outcomes - Challenges and Obstacles

1. Difficulty accessing service-related information.

2. Reasons for request rejections remain unknown to customers. 

3. Limited payment options, restricted to electronic payments and Apple Wallet.

4. Absence of a notification system informing customers about request rejections and their reasons through the smart app.

5. The certificate is not delivered via email, with communication limited to text messages sent to the customer's phone number.

6. No defined target times for service completion.

Development ideas

1. Enhance the search functionality and accessibility of services in the Ministry of Interior application.

2. Improve the search process by adding a detailed video outlining all stages and procedures of the service.

3. Introduce a feature allowing customers to check their criminal status, enabling them to resolve any issues or reports with relevant authorities before proceeding with the service.

4. Expand payment options to include modern methods such as phone balance deductions, Tabby, Tamara, and other popular payment systems.

5. Implement notifications that inform customers of service request rejections, including the reason and necessary next steps.

6. Consider sending certificates directly to the requesting party, such as a government department that requires the certificate for employment purposes.

7. Set clear and defined targets for service delivery times and ensure these are communicated to customers.