Government service centres final evaluation completed

Manama, Sept. 10 (BNA): Dr. Shaikh Abdulla bin Ahmed Al Khalifa - Chairman of the Board of Trustees at the Bahrain Centre for Strategic, International & Energy Studies (Derasat) and Government Service Centres Evaluation Committee Vice Chairman – announced that the Committee has completed the final evaluation of 90 government service centres.  Dr. Al Khalifa explained that the Government Service Centres Evaluation Committee supervised the workflow of the evaluation through assigning four field teams to assess Centres based on inclusiveness, transparency and innovation in IT.  The Committee’s Vice Chairman highlighted that the Committee set the evaluation criteria across six main areas: accessibility, quality of service, Centre environment, management of clients, effectiveness of administrative procedures and handling of customer feedback.  The process also included ‘mystery shoppers’, with trained employees visiting the Centres and conducting customer experience assessments.  Additionally, the mystery shoppers quantified and analyzed customer feedback through interviews.  Dr. Shaikh Abdulla also added that in order to simplify the evaluation process for customers, the evaluation has been added to Tawasul, the national suggestions and complaint system, which tracks customer feedback using data from QR code scanners in each government Centre.  Committee Vice Chairman Dr. Shaikh Abdulla thanked the following entities for their contribution to the evaluation process: the Labour Market Regulatory Authority; Ministry of Interior; Survey and Land Registration Bureau; Supreme Council for Environment; Ministry of Justice & Islamic Affairs; Ministry of Foreign Affairs; Electricity & Water Authority; Minister of Industry, Commerce & Tourism; Minister of Works, Municipality Affairs and Urban Planning; Ministry of Housing; Ministry of Labour & Social Development; Ministry of Transportation & Telecommunications; Tamkeen; Information & eGovernment Authority and the Social Insurance Organisation.  The Committee was formed based on resolution No. (9) of 2017 by HRH Prince Salman bin Hamad AlKhalifa, the Crown Prince, Deputy Supreme Commander and First Deputy Prime Minister. The Committee is headed by the Information & eGovernment Authority Chief Executive Mr. Mohamed Ali AlQaed and includes Dr. Shaikh Abdulla bin Ahmed AlKhalifa representing the Bahrain Centre for Strategic, International and Energy Studies together with representatives from the Education & Training Quality Authority, National Contact Centre, Civil Service Bureau, Bahrain Institute of Banking and Finance, Silah Gulf Company, University of Bahrain and the Ministry of Finance. The Committee aims to raise the efficiency and effectiveness of public services while developing them according to the needs of citizens and residents.