Government Service Centers Evaluation program (Taqyeem)

The Government of Bahrain is committed to driving excellence across all public service sectors through programs that focus on improving service quality, transparency, and customer experience through various initiatives.

Government Service Centers Evaluation Program (Taqyeem)

Launched in 2018 under the directives of the Crown Prince and Prime Minister, HRH Prince Salman bin Hamad Al Khalifa, through Decision (9) of 2017 (Arabic only), the Taqyeem initiative is an annual program that evaluates government service centers across Bahrain. Led by a national team of experts from various sectors, the program applies international standards, specialized expertise, and mystery shoppers to ensure objective and transparent assessments.

 Taqyeem facilitates transforming service centers into hubs of excellence by empowering teams to deliver fast, high-quality services that exceed public expectations and enhance overall government performance.

Outstanding Government Customer Service Representative Program

As part of the Government Centers Evaluation Program (Taqyeem), the Outstanding Government Customer Service Representative Program is another initiative that focuses on recognizing and improving the performance of customer service center employees. The program measures customer satisfaction through post-service surveys sent to customers via a WhatsApp message, and their feedback is reflected in a real-time dashboard within each entity. This enables continuous monitoring of employee performance, service quality, and overall entity performance, ensuring the customer experience is consistently improved based on the results.

Best Practices of Government Customer Services in the Kingdom of Bahrain

The Government of Bahrain prioritizes enhancing the effectiveness and efficiency of customer services to meet customers’ needs with the highest quality standards. Government initiatives that align with the Taqyeem committee’s evaluation criteria are recognized as best practices. These initiatives demonstrate excellence by adopting multiple communication channels, training customer service employees, simplifying procedures, and leveraging modern technology, all aimed at improving customer experience and ensuring timely, accessible services.

Through these initiatives, The Kingdom of Bahrain continues to set a benchmark for service excellence by combining performance evaluation, employee recognition, and customer-focused standards to build a more efficient, transparent, and innovative public sector.