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During the meeting, the committee was briefed on the evaluation progress of first batch, started on 25th February, for 47 service centers representing 11 governmental entities. The committee also reviewed the international standards in evaluating government services via a presentation that highlighted the experiences of institutional evaluation, and best practices as well as areas for improvement in evaluation mechanisms of the upcoming phase.

“Improving efficiency in government service centers comes in-line with the Government Action Plan and the Government Forum outcomes. The committee will carry-out the evaluation which will be a significant factor for improving public sector services through a number of development initiatives” stated Mr. AlQaed and pointed at the importance of collaboration between all stakeholders to change the work culture, methods and approaches of providing services in the centers, he also emphasized on continuous training and qualifying service employees. All centers will be evaluated on production, excellence and raising efficiency of performance.

The Chairman praised the positive responses received on the Government Service Centers Evaluation Guideline following its circulation. The guideline is 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 government work. The committee reviewed the mechanisms that facilitate logistics for evaluation teams and discussed the progress of the online system which supports the evaluation process developed to include all data in one platform as well as work on evaluating and reviewing the results.

The committee presented its agenda for the way forward to evaluate the centers on standards adopted by the committee in five key categories starting from attaining easy access to the centers, being distinguished in offering the service, compatibility of center’s environment, smooth management of clients up to focusing on the effectiveness of the administrative process applied by the center including the handling of customer’s feedback to improve public sector services by achieving the highest levels of customer satisfaction.

The committee is headed by the Chief Executive of Information and eGovernment Authority, and includes Shaikh Abdulla bin Ahmed AlKhalifa representing the Bahrain Center for Strategic, International and Energy Studies (Vice Chairman); Dr. Jawaher AlMudhahki representing Education & Training Quality Authority; Dr. Mohammed Behzad representing the National Contact Center; Mr. Jamal AlAlawi representing the Civil Service Bureau; Dr. Ahmed AlShaikh representing Bahrain Institute of Banking and Finance (BIBF); Nada AlQassab from Silah Gulf Co.; Dr. Mohamed Baqer representing University of Bahrain; accompanied by Ahmed AlAwadhi representing the Ministry of Finance (Secretary).