Building Operational Efficiency: Document Processing in Jordan, 1996-2005

Author: 
Deepa Iyer

When Awni Yarvas took over as head of Jordan’s Civil Status and Passports Department in 1996, he was in an enviable position in many ways.  His predecessor, Nasouh Muhieddin Marzouqa, had moved forcefully to deal with inconsistent and time-consuming service delivery that had angered citizens who depended on department documents important to their daily lives.  However, despite Marzouqa’s achievements on several fronts, the department was still inefficient in many ways. The department’s training system had to address low levels of computer use in processes, while the performance-management system required extension and systematization. High levels of data-entry errors by employees continued to vex citizens. During his nine years as director general of the department, Yarvas, a former intelligence officer, significantly improved departmental efficiency, accuracy and public credibility by further simplifying processes, bolstering employee performance and capitalizing on technology. In both citizen and government circles, the department gained an even stronger reputation as a highly visible service delivery success by the end of Yarvas’ tenure.

Year of publication: 
2012
Collection: 
Princeton Innovations for Successful Societies
Country: 
JORDAN
Themes and sectors: 
Governance
Case story length: 
10 pages

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