Tawasul Platform Receives Major Upgrades
TDT | Manama
The Daily Tribune – www.newsofbahrain.com
Email: mail@newsobahrain.com
The government has announced its approval of an urgent proposal from several members of parliament regarding improvements to the "Tawasul" electronic platform, stating that the proposed enhancements have been already implemented.
The government detailed a series of new features launched on the Tawasul platform. These include an automated question: "Has your complaint or inquiry been addressed?" If the complainant selects "no," the complaint is automatically reopened. A satisfaction survey has also been introduced to gauge the complainant's satisfaction with the response's comprehensiveness and the handling of their complaint.
To ensure quality responses, the government has implemented oversight mechanisms under the supervision of the relevant minister and the Prime Minister's Office. New evaluation criteria for government agencies using Tawasul have been developed, aiming for a minimum 70% complainant satisfaction rate.
The government highlighted that Tawasul has updated its evaluation criteria for participating government agencies. In 2023, the platform received over 120,000 cases from 56 government entities, achieving a 97% adherence rate to the service level agreement, an overall satisfaction rate of 83%, and 100% compliance with timely responses from all entities.
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