Service Level Agreement

The Unified Code of Conduct for Customer Service is a government guide developed to provide employees with the essential tools and knowledge to achieve excellence in customer service and includes clear instructions on how to communicate with customers: whether in physical service centres, call centres or through virtual channels. Additionally, it details instructions for dealing with customer complaints in order to deliver the service according to the highest levels of quality to raise customer satisfaction and improve government service.

Services provided by the Information & eGovernment Authority (iGA) are subject to a Service-Level Agreement (SLA) which ensures a 99.95% availability rate for ID card services and that transactions never exceed a specified period of time once all criteria are met as outlined in the table below.
The specified time period is not upheld in case the service is offered in partnership with a third party such as other government entities and others.

Services provided by the Information & eGovernment Authority (iGA) are subject to a Service-Level Agreement (SLA) for Virtual Service Centers which ensures a 99.95% availability rate for ID card services and that transactions never exceed a specified period of time once all criteria are met as outlined in the table below. The specified time period is not upheld in case the service is offered in partnership with a third party such as other government entities and others.

The confidentiality of user data is of the highest importance to the iGA, which abides by the Personal Data Protection Law (PDPL) and strives to provide high-quality services to all beneficiaries through the SLA.

If for any reason service is not provided according to the agreement, you can contact us through the National Suggestion & Complaint system "Tawasul" or by calling the Government Services Contact Center at 80008001.