Citizens Affairs Department: Establishment & Tasks
Based on directives of the General Secretariat of the Council of Ministers, the Citizens Affairs Department was established in all ministries and their affiliated institutions, in order to achieve the requirements of the public interest and .improve the efficiency of government performance. This was approved by Ministerial Order No. (12872) issued on 10/25/2004. The department plays an important role in receiving various types of requests from citizens, employees, and students, in addition to receiving their complaints which are submitted to the Minister or heads of formations. The department also follows up on these requests and complaints and responds to them in accordance with approved official regulations and procedures. This contributes in facilitating procedures, enhancing transparency, and achieving effective responses to individual needs, which ensures the provision of the best government services to all target groups.
Citizen Affairs Department is an administrative unit affiliated to the university presidency in terms of its organizational structure. It is concerned with university’s citizen affairs and its various formations. It also contributes to improving the level of university performance by addressing staff issues and achieving optimal responses to the needs of students, employees, and members of the academic community

There are four main units affiliated to the Citizen Affairs’ Department:

1. Citizen e-Government Unit: This unit is responsible for activating e-government mechanisms to provide services and receive requests and complaints electronically.
2- Citizen Complaints and Email Unit: This unit is responsible for receiving and processing complaints received from citizens via various means, including email.

2- Unit of Completed & Uncompleted Requests Tracking:
This unit monitors and follows up on final requests for completion in the search results.
4- Unit of Transparency Program Implementation and Public Funds Protection: This unit focuses on strict practices and integrity in administrative work, and contributes to the fight against corruption and mismanagement.
This department is a fundamental pillar in strengthening the relationship between the university and the community, contributing to improving the quality of services provided, establishing a culture of accountability and transparency, and meeting the needs of individuals efficiently and effectively.

Objectives of the University’s Citizen Affairs Department:

The University’s Citizen Affairs Department seeks to achieve a set of objectives that reflect the university’s commitment to providing high-quality services and enhancing effective communication between citizens and university administration. The most prominent of these objectives are as follows:
Establishing a culture of institutionalism and civilized practices.
1- The department reflects an advanced model for managing citizen affairs in modern societies and institutionalized states, relying on the principles of transparency, good governance, and positive interaction with individual needs.

2- Representing the university and its leadership officially and effectively. The department represents the university president in matters of public concern, contributing to enhancing the university’s image as an environment responsive to the needs of the academic and administrative community.
2- Representing the university and its leadership. The department represents the university president in matters of public concern, contributing to enhancing the university’s image as an environment responsive to the needs of the academic and administrative community.

3- Providing integrated services and improving the beneficiary experience.
The department aims to facilitate administrative procedures and provide the best services for citizens, employees, and students. This is achieved through continuous coordination with various university departments, including colleges, centers, and administrative departments.
4- Overcoming boundaries and providing a smooth review environment. The department works to overcome the challenges that may be encountered by university reviewers and affiliates by developing an effective work log and adopting organizational and technical solutions that contribute to accelerating integration, collaboration, and the reviewer experience.
5- Enhancing communication and interaction between the university& the community
The department contributes to strengthening the relationship between the university and the community by responding quickly and effectively to citizens’ requests and creating direct communication channels that ensure fair and equitable solutions to various issues.
Conclusion
By achieving these goals, the Citizens Affairs Department contributes to improving the university’s work environment, enhancing citizen’s satisfaction, and establishing the principles of transparency and efficiency in service delivery. This reflects the university’s pioneering role in serving the community and developing administrative performance.

The University’s Citizens Affairs Department:

The University’s Citizens Affairs Department plays an important role in enhancing communication between citizens and the university administration, implementing a range of tasks aimed at effectively responding to beneficiaries’ needs and improving the quality of services provided. The department’s most prominent activities include:

1. Receiving and Processing Customers’ Requests:
The department receives different groups of people, including faculty, staff, students, and citizens from outside. It receives their complaints and suggestions, then refers them to the relevant authority after presenting them to officials to ensure they are processed according to the procedures.

2- Organizing meetings with university officials.
The department supervises the organization of official meetings and encounters with the university president, assistants to the president for administrative and academic affairs, and colleges’ deans, with the aim of facilitating communication between citizens and university officials to discuss relevant issues.

3- Providing legal and administrative guidance to clients.
The department guides citizens and advises them on the appropriate legal procedures to resolve their problems. It also clarifies the administrative procedures followed and the applicable decisions and laws related to their requests, which contributes to facilitating procedures and providing effective solutions.

4- Contacting the relevant authorities to follow up and implement requests.
The department is responsible for communicating with the relevant authorities inside the university to ensure that requests are implemented in accordance with approved administrative procedures, which contributes to enhancing the level of response and speeding up of completion.
5- Following-up on requests and complaints
The department follows up on all requests and complaints submitted to the university’s various departments, ensuring their implementation and processing within the specified time. It also provides periodic reports on the level of progress and any obstacles that may hinder implementation.

6- Entering citizens’ requests into the e-Citizens’ Government Program
The department contributes to entering citizens’ requests into the **e-Citizens’ Government Program** of the General Secretariat of the Council of Ministers, enabling electronic tracking of requests and prompt response from relevant authorities.
7- Field visits to monitor administrative performance.
The department conducts periodic field visits to all university departments to monitor workflow, assess the level of service provision, and ensure that various entities are responding to citizens’ requests and complaints.

8- Communicating with citizens regarding the procedures for their applications. The department informs citizens of the actions taken regarding their applications or complaints via phone, email, or face-to-face contact. This ensures accurate information about the status of applications and promotes transparency in dealing with clients.
9- Surveying citizens’ opinions and receiving their suggestions.
The department seeks to measure citizens’ and reviewers’ satisfaction with the quality of services provided by the university by surveying their opinions and receiving their suggestions. This contributes to improving institutional performance and developing work mechanisms based on feedback received from beneficiaries.

Conclusion
The University’s Citizen Affairs Department plays a vital role in ensuring effective communication between citizens and the university administration. It receives applications, organizes meetings, directs clients, monitors the implementation of decisions, and enters data into electronic systems.
How to apply for an interview:
– Write the application clearly and specifically, taking care to specify the subject and title of the application.

– Include the applicant’s full name, address, phone number, email address, department or workplace, and academic department to which they are affiliated so that they can respond and contact the relevant party.

To access the electronic interview form, click here.

For further inquiries and to submit complaints, please contact

E-mail :- cau.uoitc@uoitc.edu.iq

Mobile :- 07906585060