Improvement Actions Based on Customer Feedback

All customer feedback received from customers are analyzed by the concerned government entity regularly and improvement plans are taken accordingly. Various suggestions were implemented by the government of the Kingdom of Bahrain over the years covering eServices, mobile applications, digital transformation, and other categories

2023

• Enable booking of evening appointments in Sehati app
  • Date: 2023
  • Source: Tawasul system
  • Action: Update the Sehati app and improve the services provided in the appointments booking system
  • Impact: Users can book evening or morning appointments for local health centres at their convenience.
• Add more payment options for services in the National Portal bahrain.bh 
  • Date: 2023
  • Source: Social media, and Tawasul system
  • Action: ApplePay and BenefitPay has been introduced as new payment methods for most of the eServices across all the eService delivery channels.
  • Impact: Users have the flexibility to choose from a verity of payment methods that is most suitable for their situation.
• Add more governmental entities to “Tawasul” system
  • Date: 2023
  • Source: Social media, and Tawasul system
  • Action: New government entities have been enrolled in Tawasul system, including the General Directorate of Civil Defense, and the Telecommunications Regulatory Authority, in addition to the Royal Humanitarian Foundation
  • Impact: The public have access to more governmental entities to connect with directly via Tawasul system to share enquires, suggestions or complaints.
• Update the satellite imagery on Benayat system 
  • Date: 2023
  • Source: Tawasul system
  • Action: Conduct an update on the satellite imagery 
  • Impact: Benayat system can benefit from up-to-date satellite imagery

2022

• Add a full yearly Hirji calendar with ability to navigate through dates.
  • Date: 2022
  • Source: Social Media
  • Action: New release of Islamiyat app with a full year calendar displayed on the app’s home screen
  • Impact: Users can navigate through the dates to find future calendar dates and prayer times
     
• Add a feature to calculate & display the remaining time for next Prayer.
  • Date: 2022
  • Source: Social Media
  • Action: New release of Islamiyat app with new feature that display remaining time for next prayer on the app’s home screen
  • Impact: Users are better informed about the time of the next prayer
     
• Viewing the vaccination certificate through the eWallet on smart devices.
  • Date: 2022
  • Source: Tawasul System
  • Action: The ability to view the COVID-19 vaccination certificate via Apple Wallet has been added

2021

• Adding Free Text to enter the address description ​in Tawasul App
  • Date: 2021
  • Source: Tawasul System
  • Action: Add a feature to allow users to manually enter the address
  • Impact: More information about the address is made available in Fix-2-Go feature in Tawasul App allowing government entities to more accurately identify locations to take corrective action.
• Improving Security measures ​for BeAware Bahrain App
  • Date: 2021
  • Source: Tawasul System
  • Action: Security measures have been reviewed to close any gaps based on user feedback
  • Impact: improved security for BeAware Bahrain app users
• Showing Health Records for COVID-19 including recovery details ​in BeAware Bahrain App
  • Date: 2021
  • Source: Tawasul System
  • Action: The health record is made available on the BeAware Bahrain App home screen showing vaccination & recovery details.
  • Impact: Better user-experience and awareness about their COVID related medical history
• Reporting Vaccine issues through the BeAware Bahrain App​
  • Date: 2021
  • Source: Tawasul System
  • Action: Introduced a feature for reporting vaccine issues through a simple form via the BeAware Bahrain App​
  • Impact: Quickly resolve any issues related to vaccination information
• Adding declaration for Isolation (Home Quarantine)​
  • Date: 2021
  • Source: Tawasul System
  • Action: An eServices for isolation​ certificate is added to the BeAware Bahrain App
  • Impact: Better user experience by viewing & printing the Isolation certificate via the app
• Add BeAware Bahrain App on Huawei store​
  • Date: 2021
  • Source: Tawasul System
  • Action: A version of BeAware Bahrain App in introduced on the Huawei store​
  • Impact: The BeAware Bahrain App can be used by all Huawei devices users.
• ​Online service for printing ID card information statement.  ​
  • Date: 2021
  • Source: Tawasul System
  • Action: A new eService was added to the ID Card services that allow users to download a digital version of the ID card information statement using their eKey account.
  • Impact: The new eService provided individuals and businesses a convenient and fast way to get up-to-date and reliable ID card information without the need to visit the ID card centers.
• Online Address change ​
  • Date: 2021
  • Source: Tawasul System
  • Action: New eServices was developed to request changing the residential address online via bahrain.bh
  • Impact: The entire address changing process have been digitalized which has added value in saving customer’s time and effort.
• To digitalize the Driving License ​
  • Date: 2021
  • Source: Tawasul System
  • Action: New feature was added to the eTraffic app that allow users to display a digital version of their driving license via the app.
  • Impact: More flexibility as drivers are no longer required to carry their physical driving license with them when driving.

2020

• Registration for COVID-19 vaccination to be through BeAware Bahrain App
  • Date: December 2020
  • Source: Tawasul System
  • Action: Booking appointment for COVID-19 vaccination been added to BeAware Bahrain App and linked to the personal health records of citizens and residents with the option to select the vaccination type
• Having PCR certificate for COVID-19 to be through BeAware Bahrain App which make it easier during travelling
  • Date: September 2020
  • Source: Tawasul System
  • Action: PCR certificate supported with QR code has been added to BeAware Bahrain App
  • Impact: Facilitated the travel requirements as PCR for COVID-19 became part of international travel requirements
• To have an explanatory video for ID card services to show the steps and requirements
  • Date: September 2020
  • Source: Tawasul System
  • Action: How Do I video has been created for ID card services and published through social media channels
  • Impact: Better understanding of ID eServices steps
• Adding Nationality, Passports and Residency Affairs (NPRA) in Tawasul System
  • Date: August 2020
  • Source: Tawasul System
  • Action: Nationality, Passport & Residency Affairs has been added into Tawasul System
  • Impact: Easier communication with NPRA for customer enquiries and complaints
• Adding Business-Women as official occupation in the Civil Records as currently the occupation available for Entrepreneurs is only Business Man
  • Date: July 2020
  • Source: Tawasul System
  • Action: Business Women has been added in the occupations list
  • Impact: The change has effected all female entrepreneurs to have a correct title in their official documents
• Adding an eService for upgrading eKey account from basic level to advance level, as currently it is required to capture finger print for upgrading. This can be done through video call to verify identity similar to Banks
  • Date: July 2020
  • Source: Tawasul System
  • Action: Upgrading eKey account to Advanced level has been conducted via Video call to manage verification and authentication
  • Impact: Facilitated upgrading the accounts for disabled and elderly people especially during COVID-19 pandemic
• Create an educational video on eKey registration and forget password process
  • Date: July 2020
  • Source: Tawasul System
  • Action: How Do I video has been created and published
  • Impact: Better understanding of eKey registration steps
• Add the Ministry of Justice and Islamic Affairs (MOJ) to Tawasul System
  • Date: June 2020
  • Source: Tawasul System
  • Action: Ministry of Justice and Islamic Affairs has been added into Tawasul System
  • Impact: Easier communication with MOJ for customer enquiries and complaints
• Enable a feature within BeAware Bahrain App to enable children and house workers to book appointments for COVID-19 test and get results as these people usually do not have smartphones
  • Date: June 2020
  • Source: Customer Care Email
  • Action: The children and domestic workers been linked to the parent or sponsor ID number in BeAware Bahrain App
  • Impact: Facilitated the appointment booking for the children and domestic workers
• Make the good conduct certificate process entirely or predominantly online
  • Date: May 2020
  • Source: Tawasul System
  • Action: Good Conduct Certificate eService has been developed and launched
  • Impact: The application of Good Conduct certificate became easier and can be done anytime and from anywhere
• Adding General Directorate of Traffic (GDT) into Tawasul System
  • Date: April 2020
  • Source: Tawasul System
  • Action: General Directorate of Traffic has been added into Tawasul System
  • Impact: Easier communication with GDT for customer enquiries and complaints
• Add a feature in Bahrain Postal Service mobile app that enable users to remove postal packages from the page in order to be easier to see the current packages
  • Date: April 2020
  • Source: Tawasul System
  • Action: Removing postal package records from history has been enabled through the Postal Service app
  • Impact: The app became easier for users to remove old package records from the app home page to make it more user friendly
• Add more languages to BeAware Bahrain App for the workers in Bahrain such as indian ,Filipino and bangali citizens
  • Date: April 2020
  • Source: Customer Care Email
  • Action: 4 more languages been added to BeAware Bahrain App besides Arabic and English
  • Impact: The App serves more span of users especially the expatriate labours and vulnerable groups
• Monitoring COVID-19 Home Quarantine cases through an e-Bracelet connected to GPS
  • Date March 2020
  • Source: Tawasul System
  • Action: e-Bracelet have been introduced and connected to BeAware Bahrain App to manage the home quarantine cases
  • Impact: Better management of Home Quarantine cases
• Adding online service for Updating Residential Address
  • Date: February 2020
  • Source: Tawasul System
  • Action: Online service for updating residential address has been developed and launched
  • Impact: Updating address become easier and reduced complains on appointments by 40%