Manama: As part of ongoing government efforts to improve service quality and re-engineer public services, the National Bureau for Revenue (NBR) launched its Remote Customer Service Centre, accessible through its website, to provide a unified digital platform bringing together all key services and links within a single virtual hub. The centre also incorporates a live chat service to facilitate responses to customer enquiries and feedback, enabling users to complete transactions and make full use of NBR services.
According to Bahrain News Agency, the Remote Customer Service Centre allows customers to complete a range of transactions within specified timeframes and access service details and frequently asked questions, ensuring smooth and comprehensive use of services available through the NBR website and the national portal, Bahrain.bh. The centre offers multiple interactive communication channels to improve access to NBR services, including reporting violations, submitting enquiries and feedback through the Tawasul system, and contacting the call centre on 80008001, which operates around the clock.
Customers can also communicate directly with customer service representatives through text chat or video calls via the website to receive guidance and technical support. The service is available from Sunday to Thursday, between 8:00 AM and 4:00 PM, providing a flexible and accessible customer experience.
Rana Ebrahim Faqeehi, Chief Executive of NBR, emphasized that the launch of the Remote Customer Service Centre reflects the bureau's commitment to continuously enhancing communication channels with customers. She noted that advancing digitalisation has been a strategic approach adopted by NBR since its establishment as part of its vision to develop an integrated and interactive electronic services ecosystem that improves customer experience and service efficiency. She added that the centre provides customers with flexible access to a wide range of services through a unified platform, helping to save time and effort while supporting faster transaction processing.
As part of continuous government efforts to develop and re-engineer public services, more than 1,300 government services have been documented, translated, and published, with 800 services undergoing development and re-engineering processes across various government sectors. These efforts were based on proposals and feedback submitted through the national suggestions and complaints system "Tawasul", investor feedback, and secret shopper reports evaluating government services, in addition to the launch of guidance manuals and service level agreements. These initiatives contribute to enhancing procedural efficiency, improving the quality of services provided, strengthening beneficiary experience, and supporting the government's digital transformation efforts.