Customers Satisfaction

The Information & eGovernment Authority (iGA), is committed to providing our customers with the best possible service and experience. As part of our commitment to continuously improvement, we regularly measure our customer's satisfaction levels to maintain the quality-of-service delivery and enhance the user experience.

Customer satisfaction is measured through various mediums at the Authority. To measure the walk-in customers at its ID Card service centers the National Suggestions & Complaints Tawasul app is used whereby it enables customers to scan a special code on the ID service desks to provide feedback once service is provided. The feedback we receive helps us to identify areas of improvement of service offerings, employee skills development and overall experience to ensure that we are meeting the needs of our customers.

The results of customer satisfaction rating for the Identity Card Centres are listed:

• Isa Town Branch: Identity Card Centres Customer Satisfaction Report 2023
• Muharraq Branch: Identity Card Centres Customer Satisfaction Report 2023

The Information & eGovernment Authority values the feedback of all service users, considers customer requirements, and always endeavours to develop and facilitate its services to suit your needs.

Services enhancements based on management meetings, supervisors and employees proposals, and proposals received through the Suggestions and Complaints System "Tawasul" or the Suggestions and Complaints Box.

Some services have been added and enhanced based on customer feedback received through the Suggestions and Complaints System "Tawasul", the suggestions and complaints box, and the iGA social media. As follows:

• Adding a QR code to the birth certificates issued by the Authority to facilitate the process of verifying the birth certificate without the need to carry the original copy
• Developing a new mail system that displays the readiness of the card for receipt, and the card's location, specifically in any department in the post, contributed to reducing the waiting period and card loss by 80%.
• Adding the "Attach Declarations" service to the National Portal bahrain.bh, which contributed to reducing the attendance of the auditors at the ID Card Centers and completing the transaction electronically by 98%
• Updating the education information in the Civil Records Service electronically contributed to reducing attendance at the Centers by 97%

Some services have been added and enhanced based on customer feedback received through the Suggestions and Complaints System "Tawasul", the suggestions and complaints box, and the iGA social media. As follows:

1. eGovernment Kiosk have been developed by adding the below services

•  Card Reader Service 
•  Updating ID Card Chip Detail Service
•  Government Notification Service 

•  Update ID Card Residential Address Service
•  Printing the Residential Address Statement Service
•  Verifying the Residential Address Statement Service