Citizens' Affairs Division:
The Citizens' Affairs Division was established on the basis of the directives of the General Secretariat of the Council of Ministers, which called for the creation of such sections in all ministries and their affiliated units in the public interest and to improve government performance. The Citizens' Affairs Division is one of the important administrative units of the University, as it serves as a direct link between citizens and the University's institutions, and contributes to receiving their requests, complaints and suggestions and following them up within the approved administrative and legal frameworks.
Vision of the Citizens' Affairs Division:
The Citizens' Affairs Division seeks to be an effective channel for institutional communication and to contribute to building a more responsive and transparent administrative environment that relies on listening to citizens and benefiting from their observations in developing services and improving university performance.
Mission of the Division:
The mission of the Citizens' Affairs Division is to receive citizens, listen to their requests, complaints and suggestions, and follow them up with the competent bodies, so as to contribute to achieving administrative justice, facilitating procedures, enhancing the quality of services and consolidating trust between the University and society.
The Division consists of
Head of the Division:-
1- Complaints Unit.
2- Follow-up Unit.
3- Citizen's Government / Ur Platform / Electronic Inquiries / Email Unit.
4- Persons with Disabilities Unit.
5- Families of Martyrs Unit.
6- Complaints Box Unit.
7- Transparency and Public Funds Unit.
Importance of the Citizens' Affairs Division:-
The importance of the Division stems from its role in strengthening the principle of direct communication with citizens, listening to their needs and observations, and conveying them to the competent bodies within the University. The Division also contributes to consolidating a culture of responsiveness to citizens and strengthening trust in the university institution.
1- Receiving complaints, requests and suggestions:
The Division receives citizens' complaints, requests and suggestions, studies them and refers them to the relevant bodies according to their competence, while following up the actions taken on them, ensuring that they are handled professionally and objectively.
2- Promoting transparency and quality of performance:
The Citizens' Affairs Division contributes to promoting the principles of transparency and administrative accountability by providing a clear channel for citizens to present their problems and observations. The observations received from citizens also help to reveal shortcomings and identify the aspects that need development and improvement.
3- Serving citizens and facilitating procedures:
The Division facilitates citizens' communication with the University's directorates and various departments and directs them to the competent bodies, helping to save time and effort and to ease administrative procedures within the instructions and regulations in force.
4- The Division's role in developing university performance:
The importance of the Citizens' Affairs Division is not limited to handling complaints; it extends to making use of the suggestions and observations received as an important source for improving the level of services and developing administrative performance. Every observation made by a citizen can help identify a new opportunity for development and for raising the level of institutional work.
5- The Division as a link between the University and society:
The Citizens' Affairs Division plays an important role in strengthening the relationship between the University and society by providing an institutional channel for communicating with and listening to citizens and responding to their needs, in keeping with the University's mission of serving society and strengthening its institutional responsibility.
6- Commitment to responsiveness and follow-up:
The Division is keen to follow up the requests, complaints and suggestions referred to it and to coordinate with the relevant bodies to reach appropriate solutions, thereby enhancing the efficiency of response and ensuring that citizens' issues are handled in accordance with the approved official procedures.
Official email of the Citizens' Affairs Division: cmu@shu.edu.iq