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eGovernment hires Nielsen for survey

Manama, April 16, 2009

Bahrain’s eGovernment has signed an agreement with the Nielsen Company, a leading marketing information provider, towards conducting a series of studies to assess public indices in several areas.

Nielsen will conduct a series of studies using various questionnaires designed to assess the customer satisfaction index (CSI), government transformation index (GTI), and the awareness and impact the eGovernment program has among the public.

The study, which is one of the milestones of the eGovernment strategy and goals of Bahrain Vision 2030, aims to gauge citizen awareness of eServices and ask them to evaluate the eServices they frequently use.

Also, the study aims to identify the barriers which prevent citizens from using these eServices and measures their overall satisfaction level with them.

The study is split into three categories: CSI measures the satisfaction of customers, GTI to monitor the impact on government, and channel satisfaction levels (CSL) which will indicate the satisfaction of the registered users of specific channels such as the national portal, common service centers, among others.

“Achieving customer satisfaction is one of the core values of eGovernment Authority,” said Mohammed Al Qaed, CEO of eGovernment Authority.

“Our constant endeavour is to understand the requirements of all our stakeholders in order to provide them with innovative and simplified methods of service delivery. We maintain strict criteria for selecting our partners and always seek to align ourselves with the leading companies for our projects,” he added.

“We are extremely proud to collaborate with one of the leading global companies in the industry to successfully evaluate stakeholder’s satisfaction.

“These studies will help us establish benchmarks to measure our progress in the areas of customer satisfaction and awareness. Partaking in this comprehensive study will be a representative cross-section of the population, which will include citizens and residents from various socio-economic levels and industrial sectors from all of Bahrain’s Governorates, as well as a number of visitors too.”

The CEO of the eGA further explained that the authority was aiming to not merely provide eServices to the public, but to provide eServices that are both high in quality and value.

“As such, we are undertaking this study to measure the satisfaction level of the eServices and whether they are achieving the goals outlined in our strategy,” Al Qaed explained.

“We are ready to amend our plans based on the study’s results because the strategy itself was based on a study to identify the public’s needs, and hence we must continue to take their opinions into account during the execution phase to ensure we meet their expectations.”

George Mikaelian, managing director Gulf region for Nielsen, said: “Nielsen was chosen for this research primarily because of our wide range of competencies in the region, which run from providing our clients with an unmatched combination of insights, market intelligence, advanced analytical tools and integrated market solutions.

“This is indeed a tremendous project for the eGovernment Authority and this collaboration underscores our commitment to aiding the eGA in providing a transparent view of their stakeholders’ opinions,” he added. – TradeArabia News Service




Tags: Bahrain | eGovernment | Customer satisfaction | Nielsen | Transformation index |

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