Citizen Affairs Unit

About the Citizens' Affairs Unit

The Citizen Affairs Unit/Division is a fundamental administrative unit found in various government institutions, especially in universities and official departments. It represents the direct interface between the institution and all parties dealing with it (citizens, employees, faculty members, and students).
The Unit's primary goal is to enhance trust and improve the relationship between the institution and its public by simplifying procedures, handling complaints, and providing transparency.

Tasks of the Citizens' Affairs Unit

The functions of this unit center around direct interaction with the public and effectively managing their issues, including:
* 1. Receiving and Managing Requests and Complaints:
* Reception: Receiving all types of requests, complaints, and suggestions from all segments of the public (including employees and students).
* Documentation: Receiving requests and complaints (whether paper-based or via electronic platforms, such as the "Electronic Citizen Government System") and documenting them, assigning them a specific tracking code.
* Presentation: Submitting requests to the highest official in the institution (such as the Dean or University President) to receive guidance and opinion on them.
* 2. Follow-up and Coordination:
* Referral: Referring requests and complaints to the relevant departments and parties within the institution based on their specialization.
* Follow-up: Following up on the progress of requests and complaints with the concerned departments to ensure they are completed and appropriate solutions are found in a timely manner.
* Notification: Communicating with the citizen (via phone, email, or direct review) to inform them of the action taken and the final response to their request or complaint.
* 3. Guidance and Interviews:
* Guidance: Receiving visitors, listening to their requests and complaints, and guiding them to the correct mechanisms and specialized departments to complete their transactions.
* Organizing Interviews: Directly supervising the organization of interviews for the highest official in the institution (University President/Dean) with citizens and documenting what transpires during them.
* 4. Reports and Oversight:
* Reporting: Preparing and submitting periodic reports (monthly and annually) about the Unit's activities and the number of completed requests and complaints to higher authorities (University Chancellery/Ministry).
* Media Monitoring: Monitoring complaints and issues related to the institution published in the media and on social networking platforms, and taking urgent measures to address them.