Assessing the performance and quality of government e-services privately and objectively. The mystery shoppers are trained to embody the role of service beneficiaries to measure user satisfaction and prepare periodic reports.

  • Enhancing transparency and providing realistic data about service delivery.
  • Developing strategies and plans based on actual results.
  • Improving the work environment in the government and assessing quality implementation.
  • Improving satisfaction among service beneficiaries.
  • Accurate collection of qualitative and quantitative data.
  • Identification of challenges and improvement opportunities.
  • Evaluation based on specific criteria.
Mystery shopping creates citizen-centered e-services and achieves community involvement in designing services, simplifying procedures, policy-making, and making decisions related to the e-government.