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Bahrain's iGA launches new service to evaluate Tawasul response

MANAMA, February 5, 2023

Bahrain's Information & eGovernment Authority (iGA) has announced the launch of its new 'Entity Response Evaluation' service within its Tawasul (National Suggestions and Complaints System) to help users evaluate and assess the governmental entity response received.
The Tawasul system was launched by iGA in 2014, following the directives of HRH Prince Salman bin Hamad Al Khalifa, the Crown Prince and Prime Minister, to provide a direct open communication Channel for the public that supports the open-door policy in the public sector and reinforce decision-making process.
Later in 2016, a Tawasul mobile App was launched to boost its service by introducing a range of features such as Fix2Go, and the ability to upload documents through the mobile as well as utilizing most of smartphone’s features. 
Lauding the move, CEO Mohammed Ali Al Qaed, said the new service was mainly introduced to boost
the Tawasul and follow up on the performance of governmental entities in bid to bring a remarkable impact on the efficiency and productivity in the government work process.
"Thanks to the continuous support of Lieutenant General Shaikh Rashid bin Abdullah Al Khalifa, Minister of Interior and Chairman of the Ministerial Committee for Information and Communications Technology, the new eService in Tawasul system and App “Entity Response Evaluation” is being received well. It enables Tawasul users to evaluate and assess the governmental entity response received as a reply to his/ her case in Tawasul within 14 days from the entity’s response," he added.
According to him, the new service aims at enabling the governmental entities for continuous improvement in communication strategies with public through Tawasul. 
"In the “Response Evaluation” service, Tawasul user will receive an SMS message with a link to view the entity response and “evaluate” it according to a pre-set criteria i.e. Rating the entity’s case handling process, Rating the entity’s response clarity, Rating the professionality of the entity’s response and Rating the ease of using Tawasul System and App," he added. 
The iGA chief has called upon citizens and residents to use Tawasul extensively and also actively rate the entity response in Tawasul for sustainable improvements.
Al Qaed pointed out that the new service was part of a number of improvements being planned for Tawasul (4.0) that have been launched, including Minister's dashboard, unifying of response time-frame of all entities (SLA), and the development of Fix2Go feature, in addition to a number of new improvements that will be announced in later stages.-TradeArabia News Service


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