Amman: Minister of State for Public Sector Development Badria Al Balbisi reviewed the Jordan Customs Department (JCD) experience in institutional culture and change management on Tuesday and attended the launch of "Customs Pulse," an electronic system designed to measure and evaluate institutional performance and monitor achievement indicators to support continuous improvement and data-driven decision-making.
According to Jordan News Agency, during a meeting with JCD Director General Brig. Gen. Ahmad Al-Akalik, the department's ambassadors for institutional culture and change management, and role-model managers in the field, Al Balbisi stressed the importance of strengthening institutional culture across the public sector in ways that produce tangible improvements in ideas and procedures and enhance services provided to citizens.
She noted that institutional culture is one of the pillars of the second executive program for public sector modernization for 2026-2029, which places citizens at the center of government efforts by improving services through lower costs, reduced time and effort, higher quality, faster completion, and clearer procedures, with a direct impact on the daily experience of citizens.
Al Balbisi announced that the government is preparing to launch a series of activities highlighting the values underpinning institutional culture as set out in the Public Sector Modernization Roadmap and linking those values to both individual and institutional performance.
She commended the JCD for implementing best practices in institutional culture and emphasized the importance of replicating successful experiences to support public sector modernization and improve the quality of government services.
Al-Akalik highlighted the cooperation between the department and the Public Sector Modernization Program Management and Implementation Unit, which has been instrumental in applying institutional culture concepts and improving services delivered to citizens.
He reviewed amendments made in recent years to legislation governing the Customs Department, noting that these changes had contributed to improving service quality, simplifying procedures, and enhancing operational efficiency.
During the meeting, Al Balbisi attended the launch of the "Customs Pulse" electronic system, designed to monitor and evaluate the performance of directorates, customs centers, and working committees regularly based on strategic and operational plans, as well as associated programs and projects.
The system includes an interactive dashboard that enables senior officials to review performance indicators in real time, analyze progress, and identify deviations, thereby supporting data-driven decision-making and reinforcing a results-oriented approach while improving institutional monitoring and evaluation.
JCD officials also provided an overview of key initiatives and practical measures undertaken to strengthen institutional culture and embed the values of excellence, innovation, and teamwork to enhance institutional performance and improve service quality.
The pilot launch of the "Customs Pulse" system is intended to pave the way for full implementation once development and evaluation stages are completed, ensuring the adoption of best practices in institutional performance management.