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Over 70 government service centres set to undergo final evaluation

MANAMA, August 29, 2018

More than 70 government service centres across Bahrain will undergo a final evaluation as part of efforts to enhance the standards and competence of government services.

The evaluation, led by the Government Service Centre Evaluation Committee, which was set up following the directives of HRH Prince Salman bin Hamad Al Khalifa the Crown Prince, Deputy Supreme Commander and First Deputy Prime Minister, commenced on August 27 and will span over two weeks.
“The assessment will cover over 70 centres across the kingdom through various methods including field visits, mystery shoppers, and specific QR code evaluation surveys conducted via the National Suggestions and Complaints System application (Tawasul),” said the chairman of the Government Services Centres Committee, Mohamed Ali AlQaed, chief executive of the Information & eGovernment Authority.
AlQaed added that the evaluation process aims at developing the public sector performance, raising customer satisfaction levels through unifying the standards of services delivery, advancing human resources and technical equipment, which enhances transparency, competitiveness and creativity, in line with the Government Action Plan.

AlQaed further stressed the importance of collaborative government efforts to achieve the committee’s objectives in improving the level of public services offered to beneficiaries.
The chairman shed light on the previous efforts made by the committee, prior to the final phase of evaluation. He added that in December 2017, the Government Service Centres Evaluation Booklet was approved and in January 2018 the committee approved the evaluation plan, along with the general guidelines and field visits.

During the same period, the committee achieved distinctive progress, by forming the central evaluation team in addition to the field evaluation team, along with organising a training workshop for both teams.

Moreover, in collaboration with Bahrain Institute of Public Administration (BIPA), a Customer Service Programme has been launched to train front-desk employees at the various centres.
In February, the booklet was circulated to all entities, as a roadmap to reach new horizons in performance by adopting the foundations of efficiency, effectiveness and development through the utilisation of the latest concepts in public sector performance.
The evaluation of the government service centres is based on several mechanisms that include ease of accessibility to the centres, the excellence in service offered, compatibility of the centres’ environment, smooth management of clients and focusing on the effectiveness of the administrative processes applied by the centres, including processing customer feedback. - TradeArabia News Service

Tags: Bahrain | Service centre | government |

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