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.
Objectives
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.
Objectives
- 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.
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