Customer Charter

Vision

To become the leading advanced channel of choice for government and non-government online services.

To be a one stop shop for online services.
To provide informational, interactive and transactional services, including online payment facility by adopting modern technology standards.
To be aligned with Bahrain Economic Vision 2030.
To be the highest customer centric delivery channel providing convenient and easy access to the services by establishing electronic ways of linking people and the public service.
To provide a platform for customers to give their feedback and participate in framing government policies and enhancing service delivery.
To spread awareness and knowledge of online government services.

To be a 24/7 service delivery channel.
Enhance our customers’ experience by expanding our online services to more than 350.
To be an integration platform for government services.
To be a platform for customer preferred government and non-government services.
To provide media such as the National Suggestion and Complaint system “Tawasul”, Social media, Live Chat, Discussion Forums and/or blogs to citizens and businesses to participate and comment on policies and issues.

We will strive to provide correct and accurate information through the National Portal. Information available on the National Portal is updated as required.
We will ensure 24/7/365 availability with 99% uptime for the portal.
We will bring together a combination of industry-proven security technologies to protect data of our customers. Our portal features password controlled system entry and SSL protocol for data encryption.
National Portal is 100% compatible with and above , and mostly compatible with the recent versions of Firefox, Chrome, and other major web browsers.
The National Portal is available in both Arabic and English languages.
We encourage Complaints, suggestions, enquiries, and feedback on our services and the portal through various mediums like the National Suggestion and Complaints System (Tawasul), Service rating form, polls, forum, and blogs, etc.
We respect individuals and entities rights to privacy and confidentiality.
The National Portal has defined handling grievances process to provide necessary support to the customers.
Customers can share their satisfaction level with our services by conducting the online survey on the National Portal.