Traffic Accidents “without complications”

The General Directorate of Traffic (GDT) faces the daily challenge of managing street congestion caused by the constant flow of vehicles. This challenge becomes more pronounced when traffic accidents occur, disrupting traffic flow and necessitating the involvement of traffic officers. Typically, vehicles involved in accidents remain stationary until officers arrive to assess the situation, causing delays for many road users.

Addressing congestion and navigating COVID-19 challenges

To tackle this issue, the GDT introduced a practice to manage waiting times for traffic officers, especially considering preventive measures due to the COVID-19 pandemic. The aim was to provide services without beneficiaries needing to visit the GDT building, reducing the risk of virus spread.

Redirecting accident handling to insurance

The concept was to shift the responsibility of handling traffic accidents to approved insurance companies. This eliminates the need for parties involved in accidents to communicate directly with the GDT or visit its branches. The entire process, including incident details and illustrative photos, can be completed through an electronic application. This initiative aims to expedite procedures and contribute to reducing street congestion resulting from accidents.

Directing from traffic to insurance

The service focuses on enhancing beneficiaries’ experience, and ensuring their safety by avoiding crowded waiting areas, especially during the COVID-19 pandemic. The eService provides a quick way for them to report incidents, communicate with insurance companies, and complete transactions by visiting relevant traffic branches.

Initial awareness and continuous monitoring

Before launching the service, the GDT conducted widespread awareness campaigns through various media outlets, explaining the process and ease of use. After implementation, daily monitoring, detailed reports, and continuous feedback collection were crucial. Electronic evaluation methods allowed clients to share their opinions conveniently.

Success indicators

The success of the service is evident in the reduced number of daily visitors to traffic centers and a significant drop in recorded complaints after implementing the eService. This decrease contributed to compliance with preventive measures and a substantial reduction in street congestion. The collaboration among concerned parties, including the GDT, the Information & eGovernment Authority (iGA), and the Bahrain Insurance Association, played a pivotal role in the success of this service.

Services for greater customer satisfaction

Based on the positive results, the GDT plans to enhance eServices further, considering the high customer satisfaction rate. The focus is on providing more services through electronic platforms, emphasizing communication through various channels, and reducing the number of complaints, ultimately ensuring higher customer satisfaction.