Beneficiary Services and Branch Affairs

Departments

General Department of Beneficiary Services

General Department for Oversight and Branch Performance Monitoring

General Department of Non-Profit Sector Organizations

General Department of Branch Affairs

Tasks of General Department of Beneficiary Services

Duties of the General Department of Beneficiary Services

The General Department of Beneficiary Services is responsible for the following:

• Delivering the Ministry’s services to beneficiaries and partners through branch offices and electronic channels.

• Managing Customer Relationship Management (CRM) systems and ensuring compliance with the Service Level Agreement (SLA) across approved communication channels.

• Following up on beneficiary complaints to ensure service quality and adherence to SLA performance indicators.

• Enhancing coordination between service delivery channels and internal/external entities to ensure information consistency and effective knowledge sharing.

• Supervising the delivery of services and developing service channels to improve the beneficiary experience.

• Organizing meetings between beneficiaries, investors, and Ministry leadership to review suggestions and complaints and work toward resolving them.

• Coordinating with relevant sectors to expedite responses and address beneficiary inquiries and complaints.

• Preparing reports and statistical analyses to measure beneficiary satisfaction with services provided across the Ministry’s regional branches.

Tasks of General Department for Oversight and Branch Performance Monitoring

The General Department for Oversight and Branch Performance Monitoring is responsible for the following:

• Developing governance mechanisms with Ministry branches, providing best practices, and conducting continuous evaluations.

• Establishing and implementing an operational model approved by the branches for delivering executive and operational services to all beneficiaries and partners.

• Preparing and updating procedural manuals for service providers, as well as guidance and awareness materials for beneficiaries regarding Ministry services.

• Supervising monitoring and inspection procedures to ensure compliance with laws and regulations relevant to the environment, water, and agriculture sectors.

• Developing performance indicators and branch performance reports, ensuring adherence to approved standards and frameworks, and regularly following up on their implementation.

• Preparing and submitting periodic performance reports, identifying deviations from performance indicators, and discussing them with relevant entities.

• Ensuring effective coordination between Ministry branches and concerned departments within the Ministry and the wider ecosystem.

Tasks of General Department of Non-Profit Sector Organizations

The General Department of Non-Profit Sector Organizations is responsible for the following:

• Managing the establishment services for non-profit entities supervised by the Ministry, from receiving establishment requests to follow-up, supervision, and preparing a unified performance report for associations and charitable institutions.

• Analyzing weaknesses in non-profit entities and preparing reports to enhance their efficiency and effectiveness.

• Developing empowerment plans that include logistical support, consultations, and technical studies to increase the contribution of non-profit organizations toward achieving developmental goals.

• Supporting non-profit entities under the Ministry’s supervision and working to promote community development, improve the effectiveness and efficiency of organizations and charitable institutions, and advance the social services system.

• Studying internal volunteering opportunities and those related to the Ministry’s programs and activities outside the Ministry and raising awareness about the importance and impact of volunteer work in community development.

• Promoting and encouraging a culture of volunteerism and community engagement.

• Aligning the Ministry’s sector needs with corporate social responsibility (CSR) initiatives, preparing, and implementing plans to enhance CSR activities and fields.

The Ministry recognizes the vital role of non-profit organizations in achieving the goals of Vision 2030. The Ministry’s official website serves as a key platform for communication and cooperation with these organizations. Accordingly, data on the non-profit organizations supervised by the Ministry has been added to introduce their roles and activities.

Tasks of General Department of Branch Affairs

The General Department of Branch Affairs is responsible for:

• Coordinating with the Ministry’s sectors to develop and enhance the organizational, administrative, financial, and technical operations of all branches.

• Proposing and implementing effective procedures and operational frameworks that enable branches to fulfill their responsibilities in accordance with applicable regulations and policies.

• Supporting branches in the preparation, development, and monitoring of annual plans, reviewing periodic performance reports, and reporting observations to the relevant authorities.

• Assisting branches in executing the Ministry’s strategic initiatives, programs, and projects in collaboration with all relevant sectors.

• Facilitating the work of branch directors by coordinating with the Ministry’s headquarters departments and other related agencies to ensure efficient task performance.

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‏Deputy Ministry for Beneficiary Services and Branch Affairs

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‏Deputy Ministry for Beneficiary Services and Branch Affairs

‏Deputy Ministry for Beneficiary Services and Branch Affairs

Agency Responsibilities

Departments

​ Organizational Structure

Agency Topics

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Organizational Structure