moh.gov.sa Citizen Voice System Saudi Arabia : Ministry of Health
Organization : Ministry of Health
Facility : Citizen Voice System
Country : Saudi Arabia
Website : https://www.moh.gov.sa/Pages/Default.aspx
| Want to comment on this post? Go to bottom of this page. |
|---|
MOH Citizen Voice System
Citizen Voice System aims to connect the feedback of citizens and residents directly to the Ministry of Health through MOH portal. This feedback includes complaints – queries – suggestions – appreciation.
Related : Ministry of Health Transactions Inquiry Service Saudi Arabia : www.statusin.org/5381.html
Citizen Voice System is an e-service viewed by the MOH portal to be used by the visitors in order to get answers to their queries and complaints or to express their appreciation or suggestions to any of the departments.
Complaints and queries have been linked automatically with the concerned departments to speed up their arrival to the concerned authority and follow them up until they are answered.
The response time has been set to be to 3 working days, where it varies depending on the subject. In the case of delayed response, the message gets escalated automatically. The system also sends text messages to the e-mail via the mobile phone (after activating the service).
When the department answers the message, it will be closed by the employee. However, the user will also receive an email and a text message with the complaint’s latest status information. Beside, he can be remined via the smartphone apps on the page of MOH Apps for Smartphones.
Note :
** There is no fee for this service.
** This service is available only in Arabic.
SLA of the ‘Citizen Voice’ System
The Service Level Agreement (SLA) of the Citizen Voice agreement aims to clarify and assess the quality of services provided via the system, as well as the rights and duties of both the Ministry of Health (MOH) and its beneficiaries.
As such, it is a clear and unambiguous agreement regulating the relation between the Ministry and whoever dealing with it, whether aware of the agreement or not.
Therefore, benefitting from any of the services covered by this agreement is considered an implicit and explicit consent by the recipients of such services to all provisions of this agreement, without prejudice to any other agreements that might be covered by provision of such services.
Rights & Duties of the Beneficiary
** The Citizen Voice system allows the user to create his personal account and use it to submit remarks and complaints, as well as tracking his messages.
** The data entered by the user must be correct and accurate, including the real name of the user.
** The incoming messages shall be treated carefully and fairly, in accordance with the requirements. And the Ministry has the right to neglect the request for violating the requirements.
** Remarks and complaints shall be answered as per a regular mechanism within the system and via the mobile phone or email, if needed.
** Remarks and complaints shall be verified, and in the event of proven malicious or invalid complaint, offender shall be held accountable.
Rights & Duties of the Ministry
** Valid messages and requests shall be handled, and their senders shall be contacted within the prescribed response period, which might increase or decrease, though, depending on the situation.
** Failure to deal with the incoming messages and requests from beneficiaries shall be questioned.
** The Ministry has the right to give no reasons for rejecting some requests.
** The Ministry maintains the justice and privacy rules while dealing with the incoming messages.
** The Ministry may temporarily disable the ‘Citizen Voice’ system for maintenance or other reasons.
Citizen’s Voice App
The “Citizen’s Voice” App has been designed for smartphones as an extension of the “Citizen’s Voice Service” offered on the MOH Portal. It aims to give voice to citizens and residents, and to make it heard by MOH officials.
Complaints and suggestions have been linked automatically to the concerned departments, thus ensuring the fast delivery of messages to the concerned body, and enabling users to follow up the messages until they receive responses.
The period of getting a response must not exceed three working days, varying according to the topic. And in case of the delay of response, the message will be automatically referred to higher officers.
And once responded to by the concerned department, the message will be marked done by the concerned employee. An SMS and email are sent to the citizen (complainant) at each of the complaint phases to keep them informed of its progress.