Manama, April 19 (BNA) The Chief Executive Officer of the Information and e-Government Authority, Muhammad Ali Al-Qaed, praised His Royal Highness Prince Salman bin Hamad Al Khalifa, Crown Prince and Prime Minister for his unwavering support for national complaints and proposals. A communication system, including its directives, to improve the government’s interaction with the public and respond to requests quickly.
This had a significant impact on raising the quality and productivity of government services and helping them achieve their desired goals.
The Leader stressed the importance of the rapid implementation of the directives of His Highness the Crown Prince and the Prime Minister to expand the criteria of the Excellence Award in Customer Service, to enhance competition between government agencies and improve services provided to citizens and residents.
The leader pointed to the government’s continuous approach to sustainable development, which is achieved through continuous improvement in services, and is among the main elements that support the Kingdom’s economic vision 2030.
The Leader highlighted the directives of His Highness the Crown Prince and the Prime Minister, which emphasized the importance of an effective e-participation ecosystem, as well as the open door policy through permanent and direct channels of communication between the public and officials in all ministries and government agencies.
This was achieved through a set of initiatives, including “Tawasul”, which played a major role in enhancing government performance and the quality of its services, ensuring it keeps pace with citizens’ aspirations and meets their future needs.
The policy of ensuring excellence in communicating with the public is reflected by increasing the number of government agencies that are honored every year. Three government agencies were honored in 2017, 11 in 2018, 16 in 2019, and 20 in 2020.
The leader said that the Tawasul system is a unified system that allowed all governments to achieve their plans and strategies, reveal areas of possible improvement, and provide solutions to major issues while preventing their recurrence in the future.
Pushing the direct interaction and immediate reactions received through “Tawasul” government agencies to re-engineer their services and procedures and provide them electronically.
He praised the support of all government agencies for Bahrain’s initiatives in electronic transformation, which are based on the community participation model, and the principles of sustainability, fairness and competitiveness in government services.
The commander said that Tawasul is an integrated platform that allows direct communication through the national portal at bahrain.bh/Tawasul.
The service has been expanded to include an app for smartphones and devices. It is easy to use and has won the trust of citizens and residents after implementing many of their suggestions.
It also had a direct impact on the development of electronic services and systems, in addition to improving the policies of many government agencies.
Al-Qaed explained that “Tawasul”, since its inception, has contributed to raising the level of citizens and residents’ satisfaction with government services by responding quickly to their comments and suggestions.
A total of 48 government entities have joined Tawasul so far, and more than 350,000 applications have been received since its launch in 2014. The system’s SLA compliance rate is currently 99%.
Al Qaed added that the Information and eGovernment Authority, in implementation of the directives of His Royal Highness, the Crown Prince and Prime Minister, continues to develop the Tawasul system and application by adding new services and features and improving its basic infrastructure, with the aim of further enhancing its quality and effectiveness.