Amman, April 2015 - The Jordanian Ministry of Tourism and Antiquities (MoTA) announced that it has adopted the ‘Tawasol Feedback System on Business Inspection Performance’, in collaboration with the Ministry of Industry, Trade and Supplies (MoITS) and the International Finance Corporation (IFC). This step corresponds with the MoTA’ efforts to enable establishments within the tourism sector to assess inspection visits, as well as inspectors’ overall performance, behaviors, cooperation and procedure compliance. As such, the MoTA has joined other inspectorates that utilize Tawasol, which include the Ministry of Labour (MoL), Greater Amman Municipality (GAM) and Civil Defense Directorate (CDD).


Tawasol is a user-friendly and time-efficient electronic system that facilitates the provision of feedback on inspection processes from anywhere, at any time and with full confidentiality. Business owners are required to fill a short, straightforward survey - obtained by downloading ‘Tawasol’ mobile application on their smartphones or by visiting - about their inspection visit.


By deploying Tawasol, the MoTA enables business owners and establishments within the tourism sector such as hotels, hotel apartments, apartment suites and restaurants, among others, to give comments, feedback and suggestions after every inspection visit conducted by the joint inspection unit. Established for the purpose of avoiding recurring visits, the mentioned unit comprises representatives from the MoTA, GAM, Ministry of Health (MoH), CDD, Tourism Police Department and municipalities, in addition to hotel and restaurant associations.    


The joint inspection unit - which carries out weekly field visits to hotels and restaurant establishments - aims to enhance service levels offered to tourists, on par with specifications and regulations issued by the MoTA and related entities. The unit conducts inspections at approximately 460 hotels and 800 restaurants on a regular basis.    


MoTA Secretary General, Issa Gammoh, stated that adopting Tawasol is closely aligned with the Ministry’s ongoing efforts to develop the inspection system as a whole through the collection of feedback from service recipients. This will consequently allow the Ministry to monitor its overall performance, enhance inspectors’ capacities and advance inspection procedures. Gammoh explained that once the feedback is received, it will be carefully studied - with full confidentiality - in order to identify the issues and suggestions presented by business owners, after which the Ministry will look into their causes and ways to overcome them.       


Tawasol is part of the National Inspection Reform Program, which is executed by the MoITS in cooperation with the IFC - a member of the World Bank Group - and is funded by the United States Agency for International Development (USAID).