Tawasul boosts efficiency of public agencies: AlQaed

Manama  : The National Suggestions and Complaints System also know as ‘Tawasul’ introduced to enhance government performance and transparency is hugely successful in improving the speed and efficiency of public agencies as per best international practices, said a top iGA official yesterday. 

The Information & eGovernment Authority (iGA) CE, Mohamed Ali AlQaed, during a workshop held in its Muharraq branch, said, “The number of government entities that have joined the system increased substantially since its launch by HRH Prince Salman bin Hamad Al Khalifa - the Crown Prince, Deputy Supreme Commander and First Deputy Prime Minister.”

‘Tawasul’, adopted by His Royal Highness in 2014 is considered as a comprehensive platform that enabled direct interaction via the website on the national portal (Bahrain.bh) and the smart device application which was launched by HRH in May 2016 to provide more features. 

“Organisations joining Tawasul increased from 11 in 2014 to 30 government service entity in 2017,” he said adding that the SLA rate of responding to complaints reached “98 per cent - in comparison with 2014 (61pc)”. 

Eighty-seven percent of the entries made through the app were complaints, while enquiries and suggestions were recorded at 10pc and 3pc, respectively. 

“The increase in complaints and suggestions (through the Tawasul app) has reached 28pc of the total number of cases,” AQaed said stressing that the system contributed to achieving the concept of justice and equality between all government service beneficiaries as it accomplishes direct interaction between officials and public.  

The Tawasul system can be used by entering the national portal Bahrain.bh or by downloading the Tawasul app through the eGovernment Apps Store via (Bahrain.bh/apps) on both the Android and Apple platforms.