Digital Back-Office Operations

How can Bahrain make its services better and become more efficient and sustainable? By using new technology, working with businesses, taking into consideration users' suggestions and needs, and being environmentally friendly. Bahrain's Digital Government strategy is all about making government services more efficient and user-friendly through digital advancements.

The goal is to simplify both the back office administrative work and the public-facing services using cutting-edge technology. At the heart of this effort is the Kingdom of Bahrain’s National Portal "bahrain.bh," which serves as a one-stop-shop for accessing all government services. This whole-of-government approach seeks to seamlessly integrate and connect various government systems, ensuring that citizens have the best possible experience when dealing with government services.

With single-sign-on (eKey), users of eServices,mobile apps and other digital channels will have a better user experience by identifying themselves in a single, simple, and secure way. This is facilitated by the "Once Only Data Policy," which simplifies government interactions by ensuring constituents only need to submit their personal details once. As a result, users are spared from re-entering their information for each eService they wish to use. Not only that, eKey will enable government systems to retrieve necessary details related to a particular eService for an easy and seamless experience.

Several government entities have taken significant steps towards digital transformation, multi-system integration, and interoperation to provide users with a single-window experience. For instance, the Ministry of Industry & Commerce introduced "Sijillat," a national platform for business licensing, streamlining the process of business establishment and management in a single platform. Through the "Al Tajir" mobile app, business owners can now handle multiple services with various public entities in a single transaction.

The Ministry of Municipalities Affairs and Agriculture has established "Benayat," a unified government service platform allowing businesses and individuals to interact with multiple government entities through one portal for building permits and more.

The National Health Regulatory Authority (NHRA) has transitioned to a cloud-based platform for its administrative tasks, enhancing efficiency and accuracy. Moreover, NHRA has embraced innovative technologies like artificial intelligence and machine learning to further improve the precision and efficiency of its internal operations. In 2019, the NHRA launched its upgraded website to provide comprehensive services and information for the health sector's regulation. The new version includes extensive resources like guidelines, multimedia content, and direct communication tools for healthcare professionals and investors. Additionally, the site introduces a "Health Investor Centre" to assist in opening new health facilities, highlighting the government's move towards digital transformation in public services.

Customs Affairs has automated the import and export clearance process, reducing processing times and enhancing accuracy. Lastly, the Ministry of Interior has implemented a sophisticated artificial intelligence-powered system for detecting and preventing fraudulent transactions, resulting in significant savings for the government.

In alignment with Bahrain's commitment to digital advancement, a collaborative effort among government entities has led to the launch of an electronic billing system. This system aims to enhance accessibility to services and implement strategic plans effectively. Bahrain’s Customs Affairs has launched an electronic system for issuing invoices in cooperation with the Information Authority & eGovernment. Through this innovative service, employees can issue electronic invoices, which are conveniently delivered to beneficiaries via email or text message, streamlining the online payment process. The availability of various electronic payment channels simplifies the utilization of remote electronic services for customers, eliminating the necessity to visit customs outlets. Furthermore, this system contributes to expediting and facilitating operations, ensuring convenience and efficiency for users at any time and place.

These initiatives highlight Bahrain's dedication to harnessing technology as a cornerstone for a government that is both more efficient and citizen-oriented. The embrace of digital innovations serves as the cornerstone in elevating the overall experience for businesses and individuals alike when engaging with government services.

There are many examples of initiatives that streamline back-office operation integration with a single-window experience. These initiatives aim to make the government more efficient and effective and improve the customer experience. Overall, Bahrain is embracing digital transformation to improve the delivery of public services and increase efficiency in back-office operations.