Launch of a New Service Delivery Improvement Initiative

El Bireh, West Bank – On Wednesday, November 19, the Palestinian Authority (PA) and the United States Agency for International Development (USAID) celebrated the launch of an initiative to improve public services provided by government ministries through the application of a Service Delivery Improvement (SDI) Model – a guide designed for government managers to use for continuous service improvement.

With support from USAID, five PA ministries will work to improve a select group of key public services to make them more responsive to citizens’ needs.  The Ministry of Transportation, Ministry of Interior, Ministry of Telecommunications and Information Technology, Ministry of Public Works and Housing, and the Ministry of Finance – Property Tax General Directorate, among other possible government partners will implement the steps, practices, and tools included in the SDI model which focuses on key drivers of quality service and customer satisfaction, such as timeliness, access, competence, and results.

This approach to service delivery improvement is designed to respond directly to citizen needs and priorities through training sessions for government employees and assessments of the customer’s experience.

Today’s event marks the partnership between the PA and USAID to improve citizen services such as postal services, road repair services, the issuance of birth certificates, and the issuance of key civil documents among others.

In addition to Prime Minister Rami Al-Hamdallah, attending the launch event were senior officers of the Palestinian Authority including Allam Mousa, Minister of Telecommunication and Transportation; Hassan Alawi, Deputy Minister of Interior; Fayeq Al-Deik, Deputy Minister of Public Works and Housing; Mousa Abu Zaid, head of the General Personnel Council; Ammar Yassin, Deputy Minister of Transportation; Suleiman Zuhairi, Deputy Minister of Telecommunications and Information Technology; and Mahmoud Nofal, Head of the Ministry of Finance- Property Tax General Directorate.

USAID Mission Director, Dave Harden noted that today’s event celebrated USAID’s partnership with the Palestinian Authority, dedicated to improving access to and quality of public services for all Palestinians.

The U.S. Government, through USAID, is the leading provider of bilateral development assistance to the Palestinians, having provided more than $4.6 billion since 1994 for programs in the areas of democracy and governance; education; health and humanitarian assistance; private enterprise; and water resources and infrastructure.

For more information on U.S. assistance, please contact USAID Press Office at or call 03-5114845.