The Jordanian society has undergone multiple changes related to the management of government services, in terms of changes in visions or strategies on the public sector administration, and those related to clear standards and foundations of accountability and transparency, which led to a decline in the level of citizen confidence in government agencies. The government has worked hard over the years to rebuild the relationship between the citizen and the state and to raise confidence in government services through a number of initiatives to improve government services and facilitate access to them. Among the most important of these initiatives was automating a number of government services that impact the life of citizens, however, the lack of sustainability of these initiatives has affected the quality and effectiveness of service delivery.

In an analysis of the current situation, the various results showed a decline in citizen satisfaction with the level of services provided. The average assessment of service centers according to unannounced visits (mystery shoppers) to service centers during the years 2019, 2020, and 2021 was (74%, 76%, 62%), respectively. The rate of satisfaction with government services, according to the report of the Excellence in Public Service Award at its fifth session, was 77%.