The process of evaluating and improving performance in government institutions is a critical matter that contributes to enhancing the quality of services provided to citizens and ensuring compliance with established standards and policies. The "mystery shopper" technique is one of the effective tools in this field, as it enables institutions to monitor their employees' performance and assess their adherence to service delivery in the workplace in an indirect and objective manner.
The "Mystery Shopper for Evaluating Ministry Operations and Monitoring Their Work" course aims to train participants on how to use this technique practically and professionally to evaluate the quality of services in ministries, analyze employee performance, and assess administrative procedures. The course also seeks to equip trainees with the necessary knowledge to apply evaluation and documentation techniques that contribute to improving the overall performance of government institutions.

Target Audience

• Government employees in ministries and government institutions.
• Administrative leaders in ministries.
• Internal auditors and reviewers.
• Consultants and specialists in improving government performance.
• Employees in oversight and transparency departments.

Program Objectives

By the end of the training program, participants will be able to:

• Understand the mystery shopper technique and its importance in evaluating government operations and measuring performance levels.
• Learn how to collect data and information accurately, and the methods for analysis and documentation that contribute to evaluating government services.
• Monitor the effectiveness of employees and administrative procedures and assess their compliance with government standards and policies.
• Identify gaps and issues that may affect service quality and provide practical solutions for improvement.
• Develop practical tools to enhance transparency in service delivery and ensure administrative accountability in ministries and government institutions.
• Enable participants to create comprehensive reports that include field analysis and practical recommendations for improvement based on evaluation results.
• Learn how to interact with employees and reviewers without revealing their identity and conduct accurate and objective evaluations.

Introduction to Mystery Shopper:

• Definition of the mystery shopper as an evaluation tool.
• The importance of the mystery shopper in monitoring and improving government performance.
• The difference between a mystery shopper and traditional evaluation methods.
• Practical applications of the mystery shopper in the public sector.

Objectives and Uses of the Mystery Shopper in Ministries:

• Measuring the quality of services provided to citizens.
• Improving employee interaction with clients and citizens.
• Evaluating the speed and efficiency of administrative procedures.

Stages of Implementing the Mystery Shopper:

• Planning and preparing evaluation criteria.
• Selecting and training mystery shoppers.
• Creating a plan to determine the locations and times of visits.
• Collecting data and observations during the visit.

Methods of Data Collection and Documentation:

• Tools and techniques for documenting during the visit (surveys, notes, video recordings, etc.).
• How to organize and analyze the extracted data.
• Providing detailed reports on quality and efficiency.
• Using technology in documentation: mobile apps, video, and photo recording.

Dealing with Problems and Challenges:

• How to handle unexpected or negative situations during the visit.
• Maintaining the integrity and neutrality of the evaluation.
• Interacting with feedback from employees or officials after the visit.

Analyzing and Interpreting Results:

• Interpreting results and analyzing the collected information.
• How to examine compliance with government standards and policies.
• Categorizing results into categories: "Excellent", "Acceptable", "Needs Improvement".
• How to write a detailed report after the mystery shopper visit.
• Presenting data objectively: challenges observed, strengths, and weaknesses.
• Providing actionable recommendations for improving government performance.

Interaction with Ministries:

• How to present results to ministries or government departments.
• Offering practical solutions to improve performance based on the evaluation.
• The role of the mystery shopper in improving the relationship between the government and citizens.

Ethics in Mystery Shopping:

• Maintaining the confidentiality and security of data and information.
• Respecting the privacy of individuals and employees during the evaluation.
• Adhering to ethical standards when providing evaluations.

Dealing with Challenges and Problems During the Evaluation:

• How to handle situations that may arise during the visit: non-responsiveness, resistance to change.
• Identifying and dealing with avoidance or evasion of service provision.
• How to prevent the mystery shopper's identity from being revealed during the evaluation visit.