Services at Foreign Ministry’s office for attesting certificates still unsatisfactory — inspectors

AMMAN – Inspectors from the Ministry of Public Sector Development recently made an unannounced visit to the Foreign Ministry’s affiliated office for attesting certificates and found that the quality of services offered to the public was still below expectations. 

In their report, a copy of which was made available to The Jordan Times, the inspectors said employees did not give customers enough attention. 

The office was moved from Amman’s 1st Circle to Shmeisani earlier this year because the previous premises, in a basement, were described as unsuitable for offering the required services and could not satisfy customers.

The public sector development specialists noted that there were 12 windows to offer services to the public at the new office, but only four were manned by staff, resulting in long queues. 

Customers were subjected to further long queues after finishing the first step of attesting their certificates, because they had to go around to the office’s back doors to complete their transactions, the report said.

The office management made no efforts to facilitate and speed up services to the public, the inspectors said, adding that the management did not enforce auto queue procedures, although there was an electronic device for this purpose. 

No special access was offered for people with disabilities and the elderly, the report said, noting that the waiting area was not large enough to accommodate the number of customers. 

A box for complaints was available but no forms were provided, the report added. 

The Ministry of Public Sector Development has been carrying out unannounced visits to various government agencies for over three years to monitor performance and submit reports to the prime minister and other relevant ministers.