Manama, May 30 (BNA) The CEO of the Information and eGovernment Authority and Chairman of the Evaluation Committee, Muhammad Ali Al-Qaed, said that the evaluation program, since its launch in 2018, will last up to 3 years.research and development Issuance of (Assessment 3) for the year 2021, a pioneering initiative aimed at enhancing government performance and achieving sustainable development.
Its success was achieved under the leadership of His Majesty King Hamad bin Isa Al Khalifa, and with the support of His Royal Highness Prince Salman bin Hamad Al Khalifa, Crown Prince and Prime Minister. The program reflects a commitment to improving the quality and efficiency of government services.
Al Qaed indicated that the success of the latest edition is a prominent example of the effectiveness of the national strategies led by His Royal Highness, the Crown Prince and Prime Minister, which are in line with an ambitious vision to develop public service channels and ensure customer satisfaction.
Al-Qaed stated that “Testimony (3)” recorded a noticeable increase in competitiveness among service centers, which highlights the levels of excellence in serving beneficiaries. 19 government customer service centers were awarded the Gold tier shield, more than double the achievements in the previous version.
The Leader praised the support of the Crown Prince and the Prime Minister, which greatly enhanced the performance of government customer service centers and their offerings to citizens, residents, visitors and business owners.
He attributed the credit to the royal directives that ensured the continuation of an evaluation committee and its members in conducting periodic evaluations and follow-up, in line with evolving requirements and benefiting from international best practices and sustainability goals.
The Leader congratulated the members of the committee, the administrative and supervisory teams, and all the leaders and employees of government customer service centers who were classified within the gold and silver categories.
He praised the 48 centers at the level of the governorates of the Kingdom, which achieved more than 90% in the basic evaluation criteria. This represents more than 55% of the centers evaluated. The Leader said that these results are a reflection of the excellence with which the initiatives and directives of the Crown Prince and the Prime Minister have settled.
Al-Qaed added that the committee continues to enhance the culture of customer service and raise the efficiency of public service channels by raising awareness of the importance of competitiveness and enhancing the spirit of creativity and innovation.
The result was an increase in the number of centers classified from the gold category in the current version to 19, representing six different government agencies. He also highlighted the committee’s support for the remaining centers to improve the effectiveness of their services and achieve better results in future versions of the program.
Al-Qaed revealed that the number of evaluation criteria included in the current guide is 104 compared to 94 in the previous version. They are grouped into two categories: 71 standards in the basic category and 33 standards in the advanced category (mandatory and non-mandatory).
All criteria are defined within a unified evaluation framework and distributed into five main categories related to the customer’s journey while utilizing a service through this direct channel (Service Hub). This includes the center’s accessibility, service delivery excellence, the center’s preparedness for the environment, customer flow management, and the effectiveness of service operations and operations.
Gold-ranked centers have met all the core and mandatory advanced criteria with at least 80% in the non-compulsory advanced criteria. Silver-ranked positions received a score of 100% in the core criteria. Centers that did not meet all of the basic criteria were ineligible for either category.
A total of 86 customer service centers representing 17 government agencies participated in “Taqeem (3)”. Six field visit teams of 18 assessors and 15 mystery shoppers worked continuously during the assessment process, meticulously recording their results through an interactive electronic system designed specifically for the commission’s purposes.