Four-pronged approach to enhance quality of public services: Bahrain Minister

TDT | Manama

The Daily Tribune – www.newsofbahrain.com

The government of Bahrain is duty-bound to enhance the quality of services offered to citizens and residents, said the Minister of Electricity and Water Affairs, for which the Kingdom is following a four-pronged approach.

The government headed by HRH Prince Salman bin Hamad Al Khalifa, the Crown Prince and Prime Minister, will achieve this in a manner that fits the vision and aspiration of His Majesty King Hamad bin Isa Al Khalifa, Wael bin Nasser Al Mubarak said.

The minister said this during a press conference at Gudaibiya Palace on initiatives launched for improving government services.

Mohamed Ali Al Qaed, the Chief Executive of the Information and e-Government Authority, and Nibras Mohammed Talib, the Assistant Undersecretary for Commercial Registration and Companies at the Ministry of Industry, Commerce and Tourism, were present.

“The government is committed to further enhancing the quality and efficiency of its services provided to citizens and residents,” said Minister Al Mubarak.

To date, four initiatives are in place to enhance beneficiary experience and governance.

These include:

1. Works to ensure clarity of government services and procedures on the e-government portal.

2. Launch of Mystery Shopper Assessment Tool to regulate staff performance, the functionality of internal procedures, and evaluate customer experiences.

3. Assess front office employees using Employee Evaluation mechanisms.

4. Re-engineering of government services received frequent complaints via the Tawasul system.

Muhammad Ali Al Qaed said the first initiative for documenting and publishing procedures for obtaining government services is complete.

Besides, the ministry united all service request forms and display screens for government services on the e-government portal website.

“This gives people a clear idea of steps and procedures for obtaining services and time taken to obtain them.”

“We had also set up a working group to follow up the implementation and monitor services.”

1,294 documented services

Al Mubarak added: “The number of documented services increased from 57% (742 documented services) to 100%, totalling 1,294 documented services from September to December of this year.”

The number of translated services rose from 27% (345 services) to 68% ( 885 services) during the same period.

“Work is progressing to translate remaining 409 services.”

Furthermore, services offered with service level agreements jumped from 52% (674 services) to 97% (1,255 services).

Mystery Shopper Assessment

On the Mystery Shopper Assessment, the official announced having a team for the purpose.

“Their operation would be reconducted six months after their first operation to ensure development and improvement process.”

On the third initiative, he said works are underway to develop a mechanism for evaluating employees who provide government services and to develop systems for linking the service received and employee evaluation.

Re-engineering of services

On re-engineering of services received the most criticism, the ministry is developing a unified e-platform for post-construction services, the unemployed, visa issuance procedures, and issue authorisation certificates for government service.

“Works are also ongoing to develop an electronic system for documenting marriage contracts, and issuance of documents for newborns.”

Ali Talib reviewed the performance of government agencies within Sijilat, Benayat and Tawasul from 13 September to 13 December 2021.