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Charter Commitment

​Performance results according to customer charter

The Ministry of Health & prevention annually assesses the level of commitment to meet the requirements and obligations of its Customer Charter, and in order to share its results with the clients, attached the results customer charter measures:

Perception Measures Commitments​​

First Part: Employees 90% 89% 90%
First Impression 90% 89% 90%
Listing to your Needs 90% 90% 91%
Understanding your needs 90% 89% 89%
Innovation & Finding Solutions 90% 89% 87%
Second Part: MOHAP Assessment 90% 89% 88%
Providing Fast & simple services 90% 90% 86%
Easiness & equality in providing services 90% 89% 88%
Listening to your complaints, Suggestion, & opinions 90% 89% 88%
Innovation in services provision 90% 91% 86%
Satisfaction about services information 90% 90% 89%

Key Performance Indicators Commitments

Percentage of calls answered through the call center Measures the number of calls answered out of all calls received by the call center 95% 95% 95%
Percentage of suggestions responded within the specified time Measures the percentage of suggestions responded within the specified time (14 days for normal, 30 days for complicated) 95% 97% 98%
Complainants who were inquired about their level of satisfaction with the complaints handling mechanism Measures the percentage of complainants who were contacted to inquire about their level of satisfaction with the complaints handling mechanism from the total number of complainants 5% - 3%
Average service time Measures the actual average service time spent by customers till they got the service. 10 10 10
* Average results for all customer happiness centers.
In general the level of commitments for the customer charter is 89% for 2018 and 89% in 2019.
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