Physical Space for eServices

In line with the Kingdom of Bahrain’s inclusive digital transformation agenda, the continued provision of physical access points for eServices—such as service centers, kiosks, and assisted helpdesks—ensures no individual is left behind. These channels bridge the digital divide, supporting those with limited digital access or ability, and reinforce the national vision of equitable, accessible public services for all. 

As Bahrain advances toward an inclusive digital future, ensuring equal access to eServices stands as a central pillar of the nation’s digital strategy. While online transformation continues to enhance government efficiency, the importance of maintaining physical access points and digital channels —such as dedicated service centers, public kiosks, and assisted digital helpdesks—remains paramount. These physical venues serve as critical enablers for individuals who may face digital barriers due to age, ability, location, or internet connectivity. Bahrain’s ongoing commitment to physical spaces for eServices demonstrates a broader national vision centered on social equity, digital inclusion, and community empowerment. 

A Human-Centric Approach to Digital Access 
Bahrain’s national approach to eService delivery reflects a clear understanding that digital transformation must prioritize people. With over 700 government eServices accessible via the National Portal and its mobile applications, physical service centers continue to fulfill a vital role for residents who require in-person guidance, technical support, or language assistance. These centers are designed to facilitate a wide range of essential services, including passport renewals, ID card issuance, social support applications, and business registration. Each center upholds the Kingdom’s principle of accessibility for all. 

Self-Service Kiosks: Enabling Real-Time Public Access 
Self-service kiosks are strategically located in high-traffic community areas such as shopping malls, post offices, health centers, and municipal buildings. These kiosks are equipped to provide secure and immediate access to eServices for individuals without smartphones or stable internet connectivity. They feature multilingual interfaces and intuitive navigation, enabling users from all backgrounds and education levels to complete their government transactions independently, around the clock. This approach ensures that all residents, regardless of their technological means, can benefit from the nation’s digital advancements. 

Bridging the Accessibility Gap 
Bahrain’s physical eService touchpoints are thoughtfully distributed to guarantee geographic coverage across both urban and rural areas. The Kingdom’s dedication is reflected in the accessibility-first design philosophy. Enhancements are made in service centers to include wheelchair access, and integrated real-time human assistance via audio or video support, and planned for tactile keypads for the visually impaired. Government service centers are staffed by trained personnel who guide users through digital processes, submit applications on behalf of those less digitally adept, and provide assistance in both Arabic and English. These efforts ensure that no individual is excluded from essential government services due to technical or digital literacy challenges. 

The unified Code of Conduct for Customer Service (PDF, 601KB, 16 pages)  is a government-issued guide designed to equip employees with the necessary skills and knowledge to deliver exceptional customer service. It provides clear guidelines for effective communication across physical service centers, call centers, and digital platforms. The code also outlines procedures for handling customer complaints, aiming to ensure service excellence, enhance customer satisfaction, and elevate the overall quality of government services.  

Real-Time Access and Future Enhancements 
As part of Bahrain’s ongoing efforts to enhance its public service delivery, the National Appointment System enables citizens and residents to book and manage appointments in advance for government services that require in-person attendance. The Mawaeed app serves as a convenient interface within this national system, helping users schedule appointments prior to visiting service centers, thereby reducing wait times and improving overall efficiency. The app provides service centers’ visitors with unique and unified digital experience to streamline their visit through its advanced features and functionalities.  
The Government Services Catalogue serves as a comprehensive and reliable reference for the public, offering detailed information on government services, whether provided online or at the service centers, including procedures, requirements, terms, and necessary documents. It is designed to minimize the number of visits, time, and effort needed by beneficiaries seeking clarity on available services and processes.  

A Model for Inclusive Digital Governance 
Bahrain’s integrated dual-channel eGovernment model—combining both physical and digital service pathways—serves as a regional benchmark for inclusive service delivery. While technological innovation enhances efficiency, the sustained investment in physical access ensures true equity. By continuing to invest in and expand public service spaces, Bahrain reaffirms its foundational values of fairness, dignity, and national unity within the evolving digital landscape. 

As digital technologies continue to evolve, the Kingdom of Bahrain remains devoted in its commitment: to ensure that every person—regardless of circumstance—can access, benefit from, and trust the services provided by their government.