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Alharban praised the directives and guidance of the Minister of Interior and Ministerial Committee for Information and Communication Technology (ICT) Chairman His Excellency Gen. Shaikh Rashid bin Abdullah Al Khalifa, which play a crucial role in the iGA’s efforts to enhance ID card center services and customer experience.

Her comments came during a visit to the branch by Taqyeem Committee Deputy Chairman, Dr. Raed Mohammed bin Shams and other committee members to the Isa Town branch to present the Gold shield. In attendance were iGA Director of Identity and Population Registry, Shaikh Sabah bin Hamad Al Khalifa and Head of Identity Card Department, Abdullah Al Muslemani.

Alharban said that the achievement reflects the iGA’s dedication to fulfilling the government's aspirations for enhancing service centers and improving the quality and speed of ID card services through innovative processes and by leveraging electronic channels. She highlighted the guidance the center received from the iGA’s senior management, which was critical to meeting the evaluation criteria.

Alharban said that the dedication of the team at the Isa Town branch of the Identity Card Center, particularly their attention to feedback from the Taqyeem Committee during the previous evaluation cycle, played an important role. She praised the center's staff for their efforts and commitment to enhancing the quality of ID card services.

The staff of the ID Card Center’s Isa Town branch expressed their heartfelt appreciation to HRH the Crown Prince and Prime Minister for the recognition and the unwavering support they receive. They reaffirmed their commitment to continuing their high level of performance and to strive for excellence for benefit all users and to help elevate government standards.

Key to the center's selection for the Gold Shield were factors such as the clarity of the directions to the center provided to customers, transparency of procedures and channels, availability of ID card services across channels (in-person, remote, and online), compliance with Civil Defense and ISO standards, procedure and service improvements based on public feedback, and ensuring customer satisfaction by monitoring suggestions received via the center’s suggestion box and the National Suggestions & Complaints System (Tawasul). Furthermore, the center provides a suitable environment for applicants, including adequate space, parking facilities, and public amenities, and smooth and straightforward procedures.

Other criteria met by the center included the streamlining of procedures through better integration with other government entities; the availability of self-service devices 24 hours a day, seven days a week; extended service hours; ongoing educational and professional courses for staff to help them serve all types of customers, especially senior citizens and those with special needs; adherence to transaction completion times as per the Service Level Agreement (SLA); and the activation of service sustainability mechanisms, even in exceptional and emergency situations.


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