In 2007, UNRWA began a comprehensive reform programme to strengthen its management capacity and provide more effective and efficient services to Palestine refugees. This reform, known as organizational development, has focused on building capacity in four key areas:
- Human resources management
- Programme management
- Organizational processes
- Leadership and management
Reform in these four areas, coupled with development and implementation of the Medium-Term Strategy, will result in an Agency that provides quality services and standards driven by:
- Excellence, results and outcomes
- Evidence-based planning and needs-based service delivery
- Decentralization and empowerment, with a focus on delivery in the field
- Active participation of, and consultation with, our stakeholders
- Integration and coordination of planning, leading to a holistic approach to service delivery
- Innovation and responsiveness
- Effective partnerships with beneficiaries and coordination with other service providers.
In line with the UNRWA Medium-Term Strategy 2010-2015, the Agency is now embarking on the implementation of programme reforms to improve the efficiency and effectiveness of its services. Below is an overview of the health, education, and relief and social services programmes’ reform processes as of 1 August 2012.