Manama, January 26 (BNA) The Information and eGovernment Authority has launched an annual survey to measure customer satisfaction with e-government channels and services. The questionnaire is available through the national portal bahrain.bh and other electronic communication channels.
The head of the Information and e-Government Authority, Muhammad Ali Al-Qaed, said that the survey implements the directives of the Minister of Interior Major General Sheikh Rashid bin Abdullah Al Khalifa regarding the importance of listening to the public’s opinions and involving them in plans for continuous improvement of e-government services and channels.
Survey participants will include individuals and representatives from the public and private sectors. The survey was conducted through field studies for 12 years, and electronically since 2020 at the beginning of the pandemic, in accordance with the precautionary measures for COVID-19.
Al-Qaed said that surveying the satisfaction of citizens and residents is one of the main objectives of the Kingdom’s e-government strategy, which aims to provide the best user experience. In line with this, the survey is being conducted to develop and improve public electronic services and applications in cooperation with all government agencies. This work is carried out with a commitment to transparency, and all opinions and feedback provided are taken seriously.
Al-Qaed explained that the Information and e-Government Authority switched to electronic survey in 2020, taking advantage of the latest technologies available to ensure the continuity of this important practice. The first online survey focused on the public’s opinions on revamping the National Portal, in preparation for the launch of the beta version last year. A sample of 3,845 users and customers of the Information and eGovernment Authority participated in the survey from the government database, as well as through social media channels. The study attracted a range of age groups, including public and private sector employees, school and university students, and different nationalities. People between the ages of 36 and 55 made up 46% of the participants, the largest age group. This was followed by 26-35 year olds with 29%, and over 55 years old 13%, 18 to 25 years old 11%, and under 18 years old 1%. Customer satisfaction came in at 74%, in line with the global average when it comes to government services.
Al Qaed said that the Information and e-Government Authority traditionally organizes field studies to measure the levels of satisfaction and approval of individuals, business owners and government agencies on the applications, information and e-services provided to them through the national e-government portal bahrain.bh, and the channels, the Information and e-Government Authority conducted six field studies annually between 2014 and 2019. The Information and eGovernment Authority conducts field and electronic surveys to ensure the public’s contribution to the development of the services provided by the Information and eGovernment Authority.
The public can communicate with the Information and eGovernment Authority and submit inquiries and suggestions through the National Suggestions and Complaints System (Tawasul) by calling 80008001 or using the Tawasul application that can be downloaded through the eGovernment App Store at bahrain.bh/apps.
In addition to the field and electronic studies, the Information & eGovernment Authority uses several other channels to obtain customer feedback, including focus groups and gathering opinions through its official social media accounts iGABahrain on a range of platforms. It also implements a “mystery shopper” program to measure the quality of call center responses to customers.
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