Manama: As part of government efforts to enhance the quality of services and re-engineer services, the Ministry of Transportation and Telecommunications enhanced its postal item delivery service. The upgraded digital service aims to enhance the customer experience by offering more flexible and convenient options for receiving domestic and international postal items, including express, registered, and regular mail, as well as parcels.
According to Bahrain News Agency, under the enhanced service, the processing time has been reduced from three working days to one working day. Customers now receive an interactive SMS as soon as their postal items arrive, allowing them to select their preferred collection method and time automatically. The enhancement also simplifies collection procedures, improves the user interface and customer experience, upgrades the supporting systems, standardises service information across all channels, and reduces the service-level agreement (SLA) by 25%, contributing to faster service delivery and higher-quality postal services.
Fatima Abdulla Al Dhaen, Undersecretary for Land Transport and Post at the Ministry of Transportation and Telecommunications, stated that the enhancement reflects the ministry's commitment to adopting innovative digital solutions and re-engineering government services in line with best practices to improve the customer experience, increase the efficiency of postal services, and deliver more flexible, faster, and higher-quality services. She added that the upgraded service demonstrates the ministry's commitment to continuously developing its postal services by simplifying procedures and leveraging modern technologies to automate processes, reducing the time and effort required by customers, enhancing operational efficiency, and supporting the government's digital transformation and service quality objectives.
As part of ongoing government efforts to develop and re-engineer government services, more than 1,300 government services have been documented, translated, and published, with around 800 services undergoing development and re-engineering across various government sectors. This is based on proposals and feedback received regarding government services through the National System for Suggestions and Complaints, Tawasul, investor feedback, and secret shopper reports evaluating government services, as well as the launch of guidance manuals and service level agreements. These efforts contribute to improving procedural efficiency, enhancing service quality, strengthening beneficiary experience, and supporting the government's digital transformation journey.