Staff of Iraq’s NGOs Directorate capacitated on excellence in service delivery

Jan 16, 2017

Mr. Murtada Abdulmalek Ali: “Service delivery should be enhanced according to international mechanisms and experiences.” Photo: Abdulhadi Hameed/UNDP Iraq/2017

Erbil- Over the period of 10-11 and 15-16 January 2017, twenty-eight staff members of the Non-Governmental Organizations (NGOs) Directorate of Iraq’s Council of Ministers Secretariat (CoMSec) gathered in Erbil to collectively identify difficulties facing the provision of services to local NGOs and develop tools to excel in service delivery through enhancing customer care skills and coordination to achieve the highest level of satisfaction amongst respective organizations. 

Funded by the Government of Denmark, the two workshops were conducted under UNDP’s Strengthening Participatory and Accountable Governance Project (SPAG). “Both activities are part of our continuing technical support to the NGOs Directorate aiming at filling the gap between the Directorate and local NGOs, in addition to supporting mutual trust building,” noted Acting Project Manager for SPAG, Mr. Zeyad Al Obaidi.

Service delivery should be enhanced according to international mechanisms and experiences that can be introduced through international organizations, particularly UNDP, and this should be in line with the Iraqi laws,” said NGOs Directorate staff member, Mr. Murtada Abdulmalek Ali.

His colleague and fellow trainee, Mr. Tahsen Ali, further explained: “It is important to formulate new procedures that facilitate issuing registry certificates for new NGOs, for example. This requires revisiting some current practices that could be affecting excellence in services delivery.”

Trainees agreed on a set of recommendations to the NGOs Directorate that include moving towards e-services, better implementation of rules and laws in practice, regular assessment of service delivery staff and their respective authorities and performance, as well as capacity building.


Zeyad Al Obaidi, Acting Project Manager for SPAG

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