Citizens Affairs Unit
The Direct Window for Receiving Citizens' Requests, Complaints, and Suggestions
Mr. Ahmed Mustafa Siddiq Mohammed
Head of the Citizens Affairs Unit👁️ Vision
Excellence in providing services to citizens by building an effective administrative environment characterized by transparency, integrity, and rapid response. Enhancing mutual trust between citizens and the institution's management, ensuring that complaints and requests are handled efficiently and fairly, achieving citizen satisfaction, and elevating institutional performance.
🚀 Mission
Receiving citizens' requests, appeals, and complaints, working to follow up and address them in accordance with applicable laws and instructions. Facilitating the processing of their transactions and enhancing effective communication between citizens and the institution's management, which contributes to achieving justice and transparency, consolidating the principle of respecting citizens' rights, and providing them with the best services professionally and responsibly.
📞 Direct Communication and Response Channels:
Direct Phone
07702351360
Official Email
Complaints Box
Available in the Deanship Building
📋 Duties and Responsibilities of the Unit:
- Receiving requests from citizens and reviewers using the specific form for Dean interviews.
- Organizing and managing reviewer records (citizens, students, and employees).
- Recording and documenting daily notes regarding citizens' requests and inquiries received via the designated phone.
- Managing the designated email for receiving and following up on complaints and requests from citizens, employees, and students.
- Organizing and managing the filing of paper request and complaint forms and their attached documents.
- Comprehensive electronic archiving and digital preservation of all unit files and records to ensure speed and ease of retrieval.
- Periodic supervision and follow-up of the complaints box for citizens, students, and employees in the college.
- Direct coordination with the Media and Government Communication Division to monitor the problems and obstacles facing reviewers and communicate with them.
🎯 Unit Objectives:
- Documenting and saving requests, complaints, and reviews according to approved administrative and regulatory contexts.
- Following up on the completion of transactions with the competent divisions within the specified timeframes.
- Strictly maintaining the confidentiality of personal information and data of citizens and reviewers in accordance with applicable laws.
- Preparing monthly and periodic reports on the unit's activities, and submitting the necessary recommendations to develop the level of services provided.
- Monitoring problems and obstacles facing citizens and working to address them on the ground.
- Consolidating the principles of transparency, integrity, and accountability in dealing with all requests and complaints.
- Enhancing direct communication with citizens through all administrative, electronic, and telephone means.
- Facilitating reviewer procedures and simplifying administrative transactions to save time and effort.
- Receiving citizens and reviewers and directly listening to their requests and complaints with utmost care and professionalism.
