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Al-Qaed praises the support of HRH the Crown Prince and Prime Minister towards Tawasul and announces the launch of "Entity Response Evaluation” service in Tawasul system & app

  • article
05 Feb 2023

Information & eGovernment Authority (iGA) Chief Executive, Mohammed Ali Al-Qaed, praised the great support of HRH Prince Salman bin Hamad Al Khalifa, the Crown Prince and Prime Minister, towards the National Suggestions and Complaints System (Tawasul) and his continuous follow up to the performance of governmental entities in Tawasul which has added a remarkable impact on the efficiency and productivity in the government work process.

Mr. Al Qaed said that Tawasul system has been launched by iGA in 2014, in response to the directives of HRH The Crown Prince and Prime Minister to provide a direct open communication Channel for the public that supports the open-door policy in the public sector and reinforce decision-making process. Tawasul mobile App has been also launched in 2016 to enhance Tawasul convenience through a range of features such as Fix2Go, and the ability to upload documents through the mobile as well as utilizing most of smartphone’s features.

In line with the Executive Committee directives chaired by HRH the Crown Prince and Prime Minister to improve the quality of the governmental entities responses in Tawasul, and with the continuous support of His Excellency Lieutenant General Shaikh Rashid bin Abdullah Al Khalifa, Minister of Interior and Chairman of the Ministerial Committee for Information and Communications Technology, iGA has launched recently a new eService in Tawasul system and App “Entity Response Evaluation” which enable Tawasul user to evaluate and assess the governmental entity response received as a reply to his/ her case in Tawasul within 14 days from the entity’s response.

He pointed that the new service aims at enabling the governmental entities for continuous improvement in communication strategies with public through Tawasul. In the “Response Evaluation” service, Tawasul user will receive an SMS message with a link to view the entity response and “evaluate” it according to a pre-set criteria i.e. Rating the entity’s case handling process, Rating the entity’s response clarity, Rating the professionality of the entity’s response and Rating the ease of using Tawasul System and App. In this context, Al Qaed has invited citizens and residents, users of Tawasul, to actively rate the entity response in Tawasul for sustainable improvements.

Moreover, AlQaed praised the continuous improvements in the entities’ performance in dealing with the cases in Tawasul system and application remarking the directives of HRH the Crown Prince and Prime Minister as demonstrated in the positive interactions with the public. 

He also indicated that the launch of the new service is part of a number of improvements been planned for Tawasul (4.0) that have been launched, including Minister's dashboard, unifying of response time-frame of all entities (SLA), and the development of Fix2Go feature, in addition to a number of new improvements that will be announced in later stages.

The Chief Executive stressed the positive interactions showcased by the entities with the public through Tawasul reflects their commitment towards the vision and aspirations of the esteemed leadership. In addition, it reflects the entities believe in the importance of the system as a tool that effectively contributes in the engagement with the public and improve the government service quality. He also stressed on the impact of the system in raising the Kingdom of Bahrain's position regionally and internationally as one of the countries that has employed the technologies to provide innovative convenient eChannels and direct interactions with government officials, aiming at reinforcing the culture of eParticipation.

With regards to Tawasul overall statistics, Al Qaed mentioned that a total of 53 governmental entities have joined Tawasul to date, and the total cases received by the public and been handled by the entities reached to (179,421) inquiries and complaints during 2022 and (6,000) suggestions. He has also highlighted that the cases been handled by the entities with a level of commitment to Service Level Agreement (SLA) 99.3% in general and with an average of (3) days response time, reflecting the efforts toward the culture of excellence in the service performance. 

iGA Chief Executive also said that iGA has received number of suggestions during the year 2022 where many of them been implemented such as BeAware Bahrain app improvements, unified payment for the business sector through AlTajir App, and adding eKey advance registration through the (eKiosk). 


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