Manama, December 23 (BNA): Minister of Electricity and Water Affairs, H.E. Wael bin Nasser Al Mubarak, CEO of the Information and eGovernment Authority, H.E. Muhammad Ali Al-Qaed, and Assistant Undersecretary for Commercial Registration. The companies of the Ministry of Industry, Commerce and Tourism, Nibras Muhammad Talib, today held a press conference on initiatives aimed at Developing government services, in Al-Qudaibiya Palace.
Al Mubarak stressed that the government, under the leadership of His Royal Highness, the Crown Prince and Prime Minister, is committed to continuing to enhance the quality and efficiency of its services provided to the citizens and residents of the Kingdom, in line with the vision and aspirations of His Majesty King Hamad. Bin Isa Al Khalifa.
Al-Mubarak pointed out that the observations and suggestions are of great importance to the government in directing initiatives that enhance the quality of services that benefit everyone.
His Excellency Al Mubarak confirmed that so far, four initiatives have been presented to enhance the beneficiaries’ experience and governance, including:
1. Documenting and publishing government services and procedures on the e-government portal website, to ensure clarity of application steps.
2. Launching the Mystery Shopper Assessment Tool to organize employee performance, internal procedure functions, and evaluate customer experiences.
3. Personnel evaluation mechanisms, which aim to evaluate front office employees who are in direct contact with citizens and residents.
4. Re-engineering a number of government services that received repeated complaints through the Tawasul system.
In more detail, His Excellency the Leader explained what has been achieved so far through the four initiatives.
Al-Qaed indicated that all government services have been documented and published on the e-government portal website, which defines clear and comprehensive submission steps, in accordance with the service level agreement that specifies the time required for government agencies to complete the required service. . In this regard, the leader said that a committee was formed to follow up the implementation of the initiative and monitor all services.
His Excellency the Leader confirmed that as part of the documentation process, all service application forms and display screens for government services have been unified on the e-government portal website, to ensure that all documents required for submission are clearly identified, and work is underway to translate all required documents. services.
Al-Qaed explained that the number of documented services increased during the period from September to December of this year, from 57% (742 documented services) to 100%, with a total of 1,294 documented services.
The statistics also revealed an increase in the number of translated services during the period from September to December of this year from 27%, at a rate of 345 services, to 68%, at a rate of 885 services, while work is still in progress on translation. 409 services left.
The statistics also indicated an increase in the number of services for which a service level agreement was set during the period from September to December of this year, from 52% at a rate of 674 services, to 97% at a rate of 1,255 services.
In the second initiative to evaluate the mystery shopper, His Excellency the Leader explained that a committee was formed to start the evaluation tool, with reports submitted on a regular basis. The leader added that the mystery shopper evaluation will be re-conducted 6 months after the first operation on the evaluated services, in order to ensure the development and improvement of operations.
In discussing the third initiative to evaluate employees, His Excellency the Leader indicated that work is underway to develop a mechanism for evaluating front office employees who provide government services, and developing systems to link services received and evaluate employees.
Al-Qaed added that in line with the fourth initiative to re-engineer a number of services that received the largest number of complaints from the Tawasul system, the services will be re-engineered by creating a unified electronic platform to provide post-construction services, developing electronic services for the unemployed, visa issuance procedures, and an electronic service for issuing Authorization certificates necessary for government service, as well as developing an electronic system for documenting marriage contracts, and providing a unified electronic service for issuing documents for the unemployed. new born.
For his part, Mr. Talib reviewed the developments in the performance of government agencies within 3 systems (records, buildings, communication) during the period from September 13 to December 13, 2021, noting their importance in the efficiency of government services to citizens and residents.
Mr. Talib indicated that the number of requests through the Kingdom’s Commercial Registry portal (Sijilat) amounted to 44,070 requests during the mentioned period, 99% of which were completed within the time specified in the service level agreement and 1% after the specified time.
Mr. Talib indicated that the number of requests for building permits through the Urban Planning Services Portal (Bannayat) amounted to 893 requests for the same mentioned period, as various requests were answered within the period specified in the service level agreement, while one transaction exceeded. The specified time. Mr. Talib added that the average number of days for issuing building permits was 2.25 days against the maximum service level of 5 days.
With regard to the National Suggestions and Complaints System (Tawasul), Mr. Talib explained that the number of suggestions, inquiries and complaints through the system reached 34,964 during the mentioned period, while the service level agreement registered in the system was exceeded. It was 0.67%, indicating that 36 out of 47 agencies were committed to a 100% service level.
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