Taqyeem Program

To complete the customer service improvement cycle, the government of Bahrain has given focal attention even to the government service centers for walk-in customers to ensure high level public services. A set of  92 criteria was developed under “Taqyeem” program based on international standards for Customer Service Centers to assess all government’s service centers annually and later classify them based on Gold and Silver categories. Customer Satisfaction is one of the main pillars of the criteria which is provided through various methods including field visits, mystery shoppers, and a mechanism of scanning QR code placed at the service counter using the National Suggestion & Complaint Mobile App (Tawasul).

The evaluation process aims at developing the public sector performance and raising customer satisfaction levels through unifying the standards of services delivery, which enhances transparency, competitiveness and creativity, in line with the Government Action Plan.