Amman, May 19 (Petra)– 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.

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 said 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 said 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 praised the JCD for applying best practices in institutional
culture and stressed the importance of replicating successful
experiences to support public sector modernization and improve the
quality of government services.

Al-Akalik said cooperation between the department and the Public
Sector Modernization Program Management and Implementation Unit has
played an important role in applying institutional culture concepts
and improving services delivered to citizens.

He also reviewed amendments made in recent years to legislation
governing the Customs Department, saying the changes had helped
improve service quality, simplify procedures and enhance operational
efficiency.

During the meeting, Al Balbisi attended the launch of the “Customs
Pulse” electronic system, which is designed to monitor and evaluate
the performance of directorates, customs centers and working
committees on a regular basis based on strategic and operational
plans, as well as associated programs and projects.

The system features an interactive dashboard that allows 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 presented an overview of key initiatives and
practical measures undertaken to strengthen institutional culture and
embed the values of excellence, innovation and teamwork in order 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.

//Petra// AF