The Civil Service and Government Development Bureau (CGB) has made significant strides in modernizing government service centers in Qatar, introducing 53 new services and achieving a customer satisfaction rate of 98% in 2025. The bureau’s efforts are part of its ongoing commitment to enhancing the quality, accessibility, and efficiency of public services.
According to the CGB, the government service centers have seen substantial improvements in operational performance and user experience throughout the year. The centers, located in Rawdat Al Hamama, Al Hilal, Al Khor, Al Rayyan, Al Shamal, Al Wakra, and The Pearl, offer a range of services, including those provided by the Ministry of Foreign Affairs, Ministry of Justice, and Ministry of Commerce and Industry, among others.
Government Service Center Expansion and Development
The CGB’s Department of Government Service Centres oversees the planning, coordination, and development of service centers nationwide. The department’s responsibilities include assessing service needs in various regions, coordinating with administrative units to classify and integrate government services, and ensuring smooth operational performance.
In addition to expanding services, the bureau has focused on workforce development, training over 300 employees in advanced customer service and communication skills. This training aims to better meet the evolving needs of the public with efficiency, professionalism, and care.
Enhancing Customer Experience
The introduction of the “Sandak” service is a notable example of the bureau’s efforts to enhance customer experience. This service provides specialized support for senior citizens and persons with disabilities across seven service centers, reinforcing the CGB’s commitment to inclusivity and equal access to government services.
The government service centers have also seen a significant reduction in waiting times compared to the previous year. The streamlined procedures have contributed to this improvement, making it easier for citizens and residents to access the services they need.
Qatar’s Development Vision and Future Plans
The CGB’s achievements in modernizing government service centers align with Qatar’s development vision, as outlined in the Third National Development Strategy (2024-2030). The strategy aims to build a modern, efficient, and inclusive government service ecosystem, ensuring that all residents benefit from convenient, accessible, and high-quality public services.
As the CGB continues to develop and improve government services, it is expected to build on its current successes. The bureau’s focus on customer satisfaction, workforce development, and service expansion is likely to remain a priority in the coming years.
According to the CGB, the government service centers completed 146,470 transactions during the third quarter of 2025. This demonstrates the sustained demand for integrated, citizen-focused services and the bureau’s commitment to meeting this demand.
Looking ahead, the CGB is expected to continue its efforts to enhance the quality and accessibility of government services. The next steps in this process are likely to be shaped by the bureau’s ongoing assessment of service needs and public feedback, including complaints and suggestions.
