Customer Charter

Customer Charter

The Ministry of Social Affairs Portal is deemed an important channel of interaction and communication with beneficiaries, and services and information provided by the Ministry. As such, the Ministry of Social Affairs seeks to form a strong relationship with its audience based on standards reinforcing, strengthening, and developing such a relation in order to realize benefit to both sides. This charter involves, on one hand, the commitments embraced by the Portal towards its visitors, and, on the other hand, the responsibilities of those visitors towards the portal as well.

1. Commitments of the Ministry of Social Affairs

Proceeding from the Ministry of Social Affairs vision and mission, and in order to achieve the objectives of the portal, we seek to provide the best possible services for the users of the Portal: citizens and residents, whether they are individuals or organizations. This Charter identifies the most prominent Portal’s commitments centered on:

A. Assistance and support:

The Portal includes a section for assisting and supporting those benefiting from it, this section provides assistance for the Ministry of Social Affairs Portal's visitors, taking into account that it should be adequate for the biggest potential number of visitors. For that, readable content and a variety of media materials were provided, in addition to detailed information and links to some assistance forms such as: Knowledge Center, frequently asked questions, multilateral inquiry sections, ease of use, mobile version, ... and others. The following links illustrate examples of some of the means of assistance and support on the Portal:

Inquire about financial aid

Terms of Orphans Sponsorship

You can view many assistance and support materials by visiting the Knowledge Center.

B. Privacy and confidentiality:

The Ministry of Social Affairs Portal takes confidentiality of its users and visitors as a top priority, and the Portal Administration makes every effort in order to provide high-quality services for those benefitting from it through the Privacy and Confidentiality of information document.

C. Providing Communication and Participation Mechanisms:

The Portal Administration is committed to interacting and responding to the inquiry requests coming to it via Contact Us page. Also, The Ministry of Social Affairs provide other means of specialized quick and more transparent communication with its beneficiaries via the service (Your voice is heard), that will enhance communication values, respect of public, and cooperation of the Ministry of Social Affairs and its employees and beneficiaries of its services through reporting any cases of corruption or administrative problems or providing suggestions and ideas that will enhance the success of the work of the Ministry.

2. E-service standards

• The time taken for the accessibility to the homepage and all other pages should not exceed a maximum of 5 seconds.
• The time taken for the accessibility to the Portal’s homepage is about the average between 3-5 seconds.
• Readiness ratio is 99.95%.
• Malfunctions which may be contained per year may reach to 5.49 hours.
• Malfunctions which may be contained per month  may reach to 30.42 minutes.

3. Customer Responsibilities

As long as the Ministry of Social Affairs Portal is committed to providing the best possible services for its customers, there are a set of responsibilities for those customers to bear in a way guaranteeing that they have benefitted from those services in line with what the Portal Administration has planned for. Following are some details on the customers' responsibilities towards the Portal.

Use and Disclaimer

Privacy and confidentiality

 

Users viewing these pages should abide by what is therein stipulated.