Final Evaluation Process for over 70 Government Service Centers Commences
29 Aug 2018
The final evaluation of government service centres commenced two days ago (27th, Aug), led by the Government Service Center Evaluation Committee, which was set up following the directives of His Royal Highness Prince Salman bin Hamad Al Khalifa the Crown Prince, Deputy Supreme Commander and First Deputy Prime Minister, to enhance the standards and competence of government services.
“The assessment, which will span over two weeks, will cover over 70 centers across the Kingdom, through various methods including field visits, mystery shoppers, and specific QR code evaluation surveys conducted via the National Suggestions and Complaints System application (Tawasul)” stated the Chairman of the Government Services Centers Committee, Mr. Mohamed Ali AlQaed, Chief Executive of the Information & eGovernment Authority.
AlQaed added that the evaluation process aims at developing the public sector performance, raising customer satisfaction levels through unifying the standards of services delivery, advancing human resources and technical equipment, which enhances transparency, competitiveness and creativity, in line with the Government Action Plan.
AlQaed further stressed the importance of collaborative government efforts to achieve the committee’s objectives in improving the level of public services offered to beneficiaries.
The Chairman shed light on the previous efforts excreted by the committee, prior to the final phase of evaluation. He added that in December 2017 the Government Service Centers Evaluation Booklet was approved and in January 2018 the committee approved the evaluation plan, along with the general guidelines and field visits.
During the same period, the committee achieved distinctive progress, by forming the central evaluation team in addition to the field evaluation team, along with organizing a training workshop for both teams.
Moreover, in collaboration with Bahrain Institute of Public Administration (BIPA), a Customer Service Programme has been launched to train front-desk employees at the various centres.
In February 2018 the booklet was circulated to all entities, as a roadmap to reach new horizons in performance by adopting the foundations of efficiency, effectiveness and development through the utilization of the latest concepts in public sector performance.
The evaluation of the government service centers is based on several mechanisms that include ease of accessibility to the centers, the excellence in service offered, compatibility of the centres’ environment, smooth management of clients and focusing on the effectiveness of the administrative processes applied by the centres, including processing customer feedback.
It is worth noting that the committee has been formed following the issuance of edict No. (9) of 2017 by HRH Prince Salman bin Hamad AlKhalifa - the Crown Prince, Deputy Supreme Commander and First Deputy Prime Minister. The committee is headed by Mohamed Ali AlQaed CE of the Information & eGovernment Authority and includes Shaikh Abdulla bin Ahmed AlKhalifa representing the Bahrain Center for Strategic, International and Energy Studies as the Vice President; along with representatives from the Education & Training Quality Authority; the National Communication Centre; the Civil Service Bureau; Bahrain Institute of Banking and Finance (BIBF); Silah Gulf Company, the University of Bahrain; and the Ministry of Finance.