Manama, The Information & eGovernment Authority (iGA), in cooperation with the Bahrain Center for Strategic, International, and Energy Studies (Derasat), has announced the launch of the annual Customer Satisfaction Index (CSI) of 2022 and 2023 on the services and mobile applications provided by the Information & eGovernment Authority (iGA).
The study, which will be conducted and managed by Derasat’s Opinion Polls and Surveys Directorate, will cover a sampling of the Bahraini community to measure their level of customer satisfaction with the eGovernment services provided through iGA’s eChannels.
It will aim to gather the feedback of citizens, residents, and business owners on digital content and government eServices provided via the National Portal, bahrain.bh and mobile apps available on the eGovernment Apps Store, bahrain.bh/apps.
Lulwa Sami Ebrahim, iGA Director of Communications and Marketing, stated that this study showcases the iGA’s commitment to enhancing the users experience and understanding their feedback relating to information, eServices, and digital applications offered through the different eChannels.
It supports the reengineering of these services to improve the quality of government work, in line with directives of General Shaikh Rashid bin Abdullah Al Khalifa, the Minister of Interior and Chairman of the Ministerial Committee for Information and Communication Technology (MCICT).
Lulwa Sami highlighted the iGA’s continued focus on providing accessible channels for users to share their feedback on eServices and apps, noting that this study is just one of several approaches the iGA has adopted to achieve this goal. She also reaffirmed the community’s role as an integral partner in the journey of development and improvement.
She added that the upcoming study reinforces the community partnership and cooperation between the iGA and various academic and national organizations involved in such research, and that they are crucial for maintaining impartiality.
The director expressed iGA’s pride in its collaboration with ‘Derasat’, which is expected to enhance the quality of eChannels in the Kingdom of Bahrain, meeting the government’s aspirations and users’ needs.
Fatema Mohamad Al Doseri, Derasat Director of Opinion Polls & Surveys, said that Derasat’s participation in this study underlines its role in supporting decision makers with precise and up-to-date information.
“It offers statistical support for eService providers, in line with the major advancements that the Kingdom is experiencing and its comprehensive digital transformation.”
The public is invited to participate in the study and share their opinions, suggestions, and observations. All feedback provided by participants will receive attention and follow-up from specialists at the Authority. This initiative highlights the significance of understanding customer opinions, aiding in the enhancement of content, services, and mobile apps offered by the iGA.
The iGA has been conducting CSI studies on eServices and apps annually. Customers can submit their feedback via the National Suggestions & Complaints System (Tawasul), the Tawasul app available on the eGovernment Apps Store, bahrain.bh/apps, or by calling the Government Services Contact Center at 80008001.
