Introduction
The “FI KHIDMATIKOUM” label for customer service in public service entities receiving users has been developed in accordance with the provisions of Article 19 bis of Law No. 16-04 of 14 Ramadan 1437 corresponding to June 19, 2016, amending and supplementing Law No. 04-04 of 5 Jumada Al-Oula 1425 corresponding to June 23, 2004, on standardization.
Who is eligible for the label ?
The “FI KHIDMATIKOUM” label for public service reception is available to any entity engaged in public service activities that involves customer reception and wishes to demonstrate compliance with the requirements of the Reception Quality Framework.
Such entities may include:
- A public administration
- A local authority
- A public or private establishment or company
- An organization managing social protection schemes
- A body responsible for managing a public administrative service
- Banks, insurance companies, hotels, telecommunications operators, etc.
This Framework can be applied to an entire organization or to specific departments within it. In all cases, the primary physical point of contact for users (the general reception service) must fall within the scope of the labeling.
This framework comprises several commitments aimed at enhancing the accessibility of public services and placing the user at the heart of the administration’s priorities, thereby ensuring an optimal reception environment and high-quality services.
For more information
5, Rue Abou Hamou Mousa – Algiers
Email: cert.accueil@ianor.dz
Tel: +213 (0)21 78 21 40
Fax: +213 (0)21 78 21 39