Tawasul reports ‘notable’ 1% rise in number of complaints, inquiries
TDT | Manama
The Daily Tribune – www.newsofbahrain.com
Reported by Zahra Ayaz
The number of complaints and enquiries received by the Tawasul system has noticeably increased by 1%. The Information & eGovernment Authority (iGA) made a significant announcement regarding the Tawasul, the national system for suggestions and complaints, during a press conference held at Al Barsha Building in Muharraq.
Muhammad Ali Al-Qaed, CEO of iGA, took the stage to disclose the latest remarkable statistics. According to Al-Qaed, Tawasul has interacted with an impressive 120,000 transactions since the start of the year, marking a substantial rise in citizen engagement.
Furthermore, the customer satisfaction rate with the system reached an impressive 83.6%, highlighting its effectiveness in addressing public concerns. The conference also shed light on the growing participation of government agencies in Tawasul.
The number of agencies joining the system has surged to 55, encompassing all government service agencies. Al-Qaed emphasised that this widespread adoption demonstrates the commitment of the government to fostering efficient communication channels with citizens.
During the meeting, Al-Qaed shared success stories that underscored the system’s impact. Notably, 96 per cent of ID card applications were submitted electronically, streamlining the process and minimising bureaucratic hurdles.
The system’s success has garnered recognition from international organisations, major media outlets, and both local and international entities. In addition to the increase in complaints and inquiries, Tawasul has introduced new features aimed at enhancing user experience.
Among these features is the ability to express gratitude and praise for employees or government agencies. Since its implementation, Tawasul has received a remarkable 1,600 instances of appreciation and commendations for various government entities.
As Tawasul continues to evolve and receive positive feedback, it has become an integral part of the citizen-government journey, simplifying procedures and facilitating government transactions.
The iGA remains committed to further enhancing citizen engagement and ensuring that Tawasul serves as a vital platform for citizens to voice their concerns and suggestions. With the latest statistics showcasing the growing popularity and effectiveness of Tawasul, Bahrain takes another step towards fostering a more responsive and citizen-centric government.
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