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Al Qaed expressed his thanks and appreciation to His Royal Highness the Crown Prince and Prime Minister, Prince Salman bin Hamad Al Khalifa for the honor, and praised his directives to continue developing the quality of Tawasul service. Al Qaed also praised public sector employees who are helping to raise the quality and efficiency of government services by adopting creativity and excellence in their work, with the aim of meeting the aspirations of citizens and residents.

iGA Chief Executive confirmed that the iGA is keen to continue to implement HRH the Crown Prince and Prime Minister’s directives and is working on a set of initiatives in this regard. It will also work on strengthening the criteria for the award to enhance the level of competition between government entities in the future, including the quality of their responses and the time they take to respond.

Al Qaed highlighted the keen interest and directives of His Excellency the Minister of Interior, Lt. Gen. Sh. Rashid bin Abdulla Al Khalifa in the iGA’s work, which are a key influencing factor in Tawasul’s success. Al Qaed said he hoped that all involved would continue to give their best to the Tawasul initiative to achieve even better results.

Al Qaed praised the work of the iGA’s development, technical, and support teams, adding that their efforts have helped government authorities to communicate with the public more effectively by ensuring that Tawasul runs smoothly, and studying proposals submitted by the public, including suggestions to improve the communications platform. This has ensured high quality service along with the highest standards of privacy

Al Qaed said that the team responsible for receiving submissions through Tawasul have also showed great commitment to their work, responding to and following up on more than 25,000 cases in 2021 within the service level agreement (SLA). Their enthusiasm and flexibility in dealing with issues raised by the public is in line with the iGA’s mission to ensure that citizens and residents remain partners in the development of its eServices, applications, and other channels.

Al Qaed concluded by emphasizing the role of the Tawasul system in strengthening the government’s open-door policy and public participation in the development and decision-making process. This has helped to achieve justice and equality in dealing with a range of issues, which has helped to build trust between the public and authorities. It has also unified government policy when it comes to processing complaints, in line with the government’s development plans. Tawasul also offers a feature that allows cases to be reopened within 14 days of the response of the concerned entity in cases where the beneficiary is not satisfied with the entity response.


#Communication System #National System For Suggestions And Complaints #eParticipation #Enhanced User Experience #Open Door Policy #eGovernment App Store #Tawasul #Suggestions #Complaints #Inquiries #Excellence In Communication With Customers Award 2022