Manama: The Information and eGovernment Authority (iGA) announced the results of its annual Customer Satisfaction Index (CSI) study for 2024-2025, which was conducted through an online survey via the National Portal, bahrain.bh. The study assessed public views on government eServices and information provided through the portal.
According to Bahrain News Agency, Dr. Khalid Almutawah, Acting Chief Executive and Deputy Chief Executive of Operations and Governance at iGA, stated that the results showed an overall satisfaction rate of 84% with the eServices and information offered to the public through the portal. He noted that this reflects sustained government efforts to improve the efficiency and quality of services and the strong support provided by stakeholders to the iGA.
Dr. Almutawah also mentioned that efforts include simplifying and reengineering procedures, enhancing the user journey, continuously updating information and the government services catalogue, and aligning services with ongoing developments across various sectors in the Kingdom. He emphasized the importance of strengthening digital infrastructure, adopting advanced technologies, and maintaining public engagement through participation and voting on topics via the National eParticipation Platform, Sharekna.
Furthermore, Dr. Almutawah highlighted the iGA's commitment to implementing the directives of General Shaikh Rashid bin Abdullah Al Khalifa, Minister of Interior and Chairman of the Ministerial Committee for Information and Communications Technology (MCICT). This involves strengthening communication channels with the public and actively listening to their feedback and suggestions, supporting the development of the eServices' ecosystem, and enhancing the quality of life for citizens and residents.
Based on the study's evaluation criteria, which included satisfaction with the portal's design, ease of use, and access to eServices and information, the personal profile feature achieved the highest satisfaction rate at 86%. This feature enables users to access their preferred services through single sign-on access, track transactions, receive official notifications, and view previous payments, resulting in a more organized and convenient user experience.
Satisfaction with the design of the National Portal stood at 85%, highlighting its user-friendly interface and responsiveness across various devices. Satisfaction with the ease of using eServices was 84%, while the portal's internal search engine recorded a satisfaction rate of 81%.
The study further showed that 59% of users access the National Portal to complete or follow up on government transactions, while 20% search for general information. This includes medical services such as requesting copies of birth certificates and tracking children's vaccinations, as well as services related to the Social Insurance Organisation (SIO), commercial registrations, scholarships, and other services.
In addition, the study showed that social media platforms and direct communication with family and friends were the main channels through which first-time users became aware of the eServices provided by the iGA. This reflects a growing level of digital awareness among the public.
The iGA continues to analyze these findings as part of its development plans, aiming to further enhance the National Portal and improve information and services provided in line with the needs and expectations of citizens and residents. The iGA remains committed to listening to user feedback, having implemented many suggestions from previous studies and communication channels to enhance customer experience, including expanding the range of services available through the portal and digital applications.
Members of the public may submit inquiries and suggestions through the National Suggestions and Complaints System (Tawasul), via the Tawasul app available on the eGovernment Apps Store at bahrain.bh/apps, or by calling the Government Services Contact Centre on 80008001. The 2024-2025 results of the Customer Satisfaction Index (CSI) study can also be viewed on the Kingdom of Bahrain's National Portal bahrain.bh.