January 6, Manama (BNA): The results of the annual Customer Satisfaction Index (CSI) study for 2024–2025, which was carried out through an online poll via the National Portal, bahrain.bh, were released by the Information & eGovernment Authority (iGA). The study evaluated the public’s perceptions of the information and eServices offered by the government via the portal.
iGA conducts 2024–2025 annual Customer Satisfaction Index Study
The results revealed an overall satisfaction rate of 84% with the eServices and information provided to the public through the portal, according to Dr. Khalid Almutawah, Acting Chief Executive and Deputy Chief Executive of Operations and Governance at iGA. This is a reflection of ongoing government efforts to improve the effectiveness and quality of services as well as the strong support given to the iGA by stakeholders.
He added that these initiatives include streamlining and reengineering processes, improving the user experience, updating data and the government services catalog on a regular basis, and coordinating services with ongoing advancements in the Kingdom’s many industries. Additionally, he emphasized the significance of adopting cutting-edge technology, bolstering digital infrastructure, and preserving public participation through voting on issues through the National eParticipation Platform, Sharekna.
Dr. Almutawah emphasized the iGA’s dedication to carrying out the orders of General Shaikh Rashid bin Abdullah Al Khalifa, the Minister of Interior and Chairman of the Ministerial Committee for Information and Communications Technology (MCICT), by bolstering public relations channels and persistently paying attention to their opinions and recommendations. These initiatives aid in the growth of the eServices ecosystem and demonstrate the iGA’s continuous dedication to staying up to date with the quick developments in digital government, improving citizens’ and residents’ quality of life, and bolstering the fundamental tenets of government initiatives and the Kingdom’s digital transformation.
The personalization component had the greatest satisfaction rate (86%) according to the study’s evaluation criteria, which included happiness with the portal’s appearance, simplicity of use and access to eServices and information, the personal profile feature, and the efficacy of the search engine. This feature makes the user experience more organized and convenient by allowing users to track transactions, view past payments, receive official alerts, and access their preferred services with single sign-on access.
The National Portal’s user-friendly interface and responsiveness across a range of devices were highlighted by the 85% satisfaction rate with its design. 84% of respondents were satisfied with how simple it was to use eServices, and 81% were satisfied with the portal’s internal search engine.
The study also revealed that 20% of users look for general information on the National Portal, whereas 59% use it to finish or follow up on government transactions. In addition to services pertaining to the Social Insurance Organization (SIO), commercial registrations, scholarships, and other services, this also includes medical services like obtaining copies of birth certificates and monitoring children’s immunizations.
Additionally, the survey revealed that first-time users learned about the eServices offered by the iGA mostly through social media platforms and direct connection with family and friends. The public’s increasing knowledge of digital issues is reflected in this.
As part of its development goals, the iGA is still analyzing these results in order to improve the National Portal and deliver better information and services that meet the requirements and expectations of people and residents. In order to improve customer experience, the iGA has implemented numerous recommendations from earlier research and communication channels, demonstrating its continued commitment to listening to user feedback. These enhancements, which highlight iGA’s response to user feedback and emphasis on providing better value, include broadening the breadth of services offered through the portal and digital applications.
Every year, the iGA evaluates its eServices and applications through the Customer Satisfaction Study.
The National ideas and Complaints System (Tawasul), the Tawasul app on the eGovernment Apps Store at bahrain.bh/apps, or the Government Services Contact Center at 80008001 are the three ways that members of the public can submit questions and ideas.
The Customer Satisfaction Index (CSI) study’s 2024–2025 results are also available on the Kingdom of Bahrain’s National Portal, bahrain.bh.
