Building Economic Sustainability through Tourism Project

Strengthening the capacity of the Ministry of Tourism and Antiquities to support tourism growth

23 Jul 2018

USAID BEST has been supporting the Ministry of Tourism and Antiquities in its efforts to attain the King Abdullah II Award for Excellence (KAA) of 2016-2017. The award, which was established in 2002, adopts the European Foundation for Quality Management (EFQM) Excellence Model to improve the performance and transparency of public institutions in the kingdom. The award embraces many features, with a focus on promoting customer orientation, sustainability, and creativity and innovation.

Through 2016 and 2018 BEST worked closely with MoTA to build its capacity for planning and operations and instill core values across the organization ahead of the KAA audit in April 2018 and for longer-term sustainability of a more efficient and effective Ministry of Tourism and Antiquities.

“My experience in this cycle was totally different and unique,” one staff member said. “It changed our perception of KAA from being a mandatory report and assessment to a tool for continuous institutional development.”

Key areas of BEST support included assisting with the development of a strategic plan for 2018-2020, developing a monitoring and evaluation system, devising Standard Operating Procedures for key services, setting up a feedback system for employees and customers, enhancing internal and external communications as well as strengthening HR management skills. Best practices were introduced to help improve organizational structure, social responsibility and career welfare.

BEST also delivered assistance ahead of the three-day audit in April. MoTA staff received advanced training on technical skills and requirements needed, and a mock audit of the human resources function was conducted. This helped prepare the ministry ahead of the assessment visit and boost team morale.

“There was an unprecedented team spirit during the preparation and assessment visit,” a staff member noted.

“The overall training program, on the technical and award specific trainings, was highly planned and reached a good number of staff,” another one added. “Everybody was well-informed and engaged.”

The results of the audit are expected in September 2018.

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