One of the bright spots in the Saudi government is the Ministry of Foreign Affairs. Saudis, including myself, often take the ministry for granted if we have no urgent need for services while abroad. But on at least two occasions, once three years ago and the second time just last week, I have come to appreciate how important efficient consulate services are to us.
Last week I applied for a visa for my daughter at the Saudi Consulate in Los Angeles as the first step toward getting her an iqama after we return to Saudi Arabia. Since 2011, the consulate no longer takes applications directly. Visa applicants now must use Enjaz, an online application service. Once the application is uploaded along with a photo and the required fees, finalizing the visa process is straightforward and relatively easy.
But that’s not why I am singing the Foreign Affairs Ministry’s praises. Frankly, consulates and embassies in many countries are not always responsive to their citizens and getting questions answered by a living, breathing person is often an exercise in futility.
My experience with the Saudi Consulate in Los Angeles was quite the contrary. A knowledgeable employee picked up the phone and answered my questions. He understood the circumstances of getting my daughter a visa. And when he promised me something, he delivered.
When we arrived at the consulate, we found that security had been tightened since our last visit in 2012, but the employees were friendly, efficient and helpful from the get-go. Once inside, we delivered the necessary documents and 15 minutes later we had our daughter’s visa. It’s quite a testament to spend less than 20 minutes inside a consulate or embassy and have our task completed. Simply, we were told the previous day to come to the consulate to collect the visa and the consulate delivered without any hassle.
And it was no fluke. Three years ago, after some initial trouble using Enjaz, we had my husband’s visa the same day it was promised.
The Foreign Affairs Ministry stands out among other Saudi ministries. Employees at other ministries are friendly, but not necessarily helpful. They may provide incomplete information or take considerable time to respond to requests. But when consulate employees says “come tomorrow” or “today” to pick up travel documents visitors get what they are promised.
The credit goes to the decades of work performed by Foreign Minister Prince Saud Al-Faisal to create a smooth and efficient system that is handled by competent employees who know their job.
I am optimistic that Saudi Arabia’s other ministries can follow the Foreign Affairs Ministry’s lead. And I am especially optimistic to see the names of new ministers recently appointed by Custodian of the Two Holy Mosques King Salman who are charged with making their respective ministries models of efficiency and be more responsive to Saudi citizens.
Need evidence beyond the good work of the Foreign Affairs Ministry? King Salman recently removed a minister because the public perceived him as dismissive of a citizens’ criticism of the conduct of his office. The minister’s removal was quick, sending a message that the old way of delivering services to the public is changing.
