دور الرقمنة في تحسين جودة الخدمة في وزارة الداخلية الفلسطينية: الحالة الدراسية (Call Center)‎

Abstract EN

This study aimed to identify how to invest and use digitization in improving service quality in the Palestinian Ministry of Interior, the case study (call center), and to reveal the presence of statistically significant differences in the role of digitization in improving service quality due to demographic variables (gender, educational qualification), and knowing that digitization provided the requirements for logistical support (tools, training), and that digitization contributed to improving the response between the employee and the citizen, in addition to that digitization contributed to enhancing trust between the employee and the service recipient (security).

To achieve the objective of the study, it was conducted on a sample of (144) of service recipients in the Palestinian Ministry of Interior, and they were selected by simple random method.

The most important findings of the study are the following: There are no statistically significant differences at the level of significance (a ≤ 0.

05) in the role of digitization in improving service quality in the Palestinian Ministry of Interior, academic status (call center) according to demographic variables (sex, educational qualification).

The (call center) system provided the service of communication and communication for the citizen inside the country and the diaspora between the ministry and the recipients of the service.

Digitization contributed to achieving equality and justice in providing the service to all individuals.

In addition, digitization contributed to improving the quality of service and achieving citizen satisfaction in a very high degree through the system (call center).

The study recommended several recommendations: The necessity of developing and updating the electronic services portal in the Palestinian Ministry of Interior and keeping pace with modern technological developments.

Providing access to electronic services through the electronic portal of the Palestinian Ministry of Interior (www.

moi.

pna.

ps).

Providing an appropriate media environment for the public through public relations and media guidelines in the Ministry of Interior through radio and television channels and social platforms to inform the public of the services provided electronically.