Manama, Feb. 4 (BNA): The Information and eGovernment Authority’s Chief Executive Officer, Mohammed Ali Al Qaed, praised the great support provided by His Royal Highness Prince Salman bin Hamad Al Khalifa, the Crown Prince and Prime Minister, to the national proposals. The complaints system (Tawasul) and its continuous follow-up of the performance of government agencies in the Tawasul system, which added a noticeable impact on the efficiency and productivity of the government workflow.
Al-Qaed said that the Information and e-Government Authority launched a communication system in 2014, in response to the directives of His Highness the Crown Prince and Prime Minister to provide an open communication channel directly to the public that supports the open-door policy in the public sector. It enhances the decision making process. The Tawasul application was also launched in 2016 to enhance the convenience of Tawasul through a host of features such as Fix2Go, the ability to upload documents via mobile phone as well as take advantage of most smartphone features.
In line with the directives of the Executive Committee headed by His Highness the Crown Prince and Prime Minister to improve the quality of responses from government agencies in communication, and with the continuous support of His Excellency Lieutenant General Shaikh Rashid bin Abdullah Al Khalifa, Minister of Interior and Chairman of the Board of Directors from the Ministerial Committee for Information and Communication Technology, the Information and eGovernment Authority recently launched A new electronic service in the Tawasul system and the “Evaluation of Entities Response” application, which enables a Tawasul user to evaluate and assess the response of the government entity that he received in response to his status in Tawasul. Within 14 days of the entity’s response.
He pointed out that the new service aims to enable government agencies to continuously improve communication strategies with the public through “Tawasul”. In the “Response Evaluation” service, the “Tawasul” user will receive an SMS containing a link to view the entity’s response and “evaluate” it according to pre-defined criteria, such as rating the entity’s case handling process, evaluating the clarity of the entity’s response, rating the professionalism of the entity’s response and evaluating the ease of use. Communication system and application. In this context, the leader called on citizens and residents, users of the “Tawasul” application, to evaluate the response of the entities in “Tawasul” for sustainable improvements.
The leader praised the continuous improvement in the performance of the authorities in dealing with issues in the communication system and its implementation, noting the directives of His Highness the Crown Prince and Prime Minister as evidenced by the positive interactions with the public.
He pointed out that the launch of the new service is part of a number of planned improvements to the Tawasul Program (4.0) that have been launched, including the Minister’s control panel, the unification of the response time frame for all parties (SLA), and the development of the Fix2Go feature, in addition to a number of new improvements that It will be announced in later stages.
The CEO emphasized that the positive interactions shown by the authorities with the public through communication reflect their commitment to the vision and aspirations of the esteemed leadership. In addition, it reflects the authorities’ belief in the importance of the system as a tool that effectively contributes to communication with the public and improving the quality of government service. He also emphasized the impact of the system in raising the status of the Kingdom of Bahrain regionally and internationally as one of the countries that employed technologies to provide convenient and innovative electronic channels and direct interactions with government officials, with the aim of promoting the culture of electronic participation.
With regard to the comprehensive Tawasul statistics, Al-Qaed indicated that a total of 53 government agencies have joined the Tawasul system so far, and the total cases received by the public and dealt with by the authorities reached (179,421) inquiries and complaints during the year 2022 and (6000). ) suggestions. He also indicated that the cases that were dealt with by the entities were at a level of commitment to the Service Level Agreement (SLA) of 99.3% in general, and with an average response time of (3) days, which reflects the efforts made towards a culture of excellence in service performance.
The CEO of the Information and eGovernment Authority said that the Information and eGovernment Authority had received a number of suggestions during the year 2022, where many of them were implemented, such as improvements to the Bahrain BeAware application, unified payment for the business sector through the merchant application, and the addition of pre-registration of the electronic key through (eKiosk). . .
AOQ