Customer Satisfaction

Delivering “Customer Value through Collaborative Government” stands as the cornerstone of the Kingdom of Bahrain’s digital transformation agenda. This strategic vision is tightly interwoven with Bahrain’s Economic Vision 2030, which places a premium on proactive governance, transparency, and the sustained improvement of public services. The Government of Bahrain recognizes that meaningful progress hinges on active citizens’ and residents’ engagement. Therefore, continuous measurement and evaluation of customer feedback are fundamental pillars guiding national development.

Through this approach, Bahrain demonstrates its steadfast commitment to open, transparent, responsive, participatory, and inclusive governance. Ongoing dialogue with citizens, residents, and partners via multiple communication channels reinforces the government’s dedication to identifying and responding to public needs. This persistent engagement is not only a testament to service excellence but is central to building trust and legitimacy in the digital era.

Measuring and Advancing Customer Satisfaction

The Customer Satisfaction Index (CSI)

Bahrain's Customer Satisfaction Index (CSI) is a hallmark of its eGovernment Strategy and a flagship initiative for benchmarking service quality. Since 2007, the CSI has been measured annually, ensuring that the experiences of citizens and residents across all government eChannels are closely monitored. This strategic focus on customer satisfaction reinforces Bahrain’s drive to deliver effective, people-centric public services.

Government Employee-Centric Assessment Program

The Customer Satisfaction on Government employee Program, launched in 2022, exemplifies Bahrain’s innovative use of technology to foster accountability. The program is an employee/ service assessment tool that operates through a WhatsApp API survey, issued immediately after a citizen completes a transaction at a government service center. This system is designed to identify high-performing customer service employees, instilling a healthy sense of competition and elevating the standard of government interactions.

By highlighting and rewarding excellence in customer service, the program ensures that each touchpoint reflects the Kingdom’s values of professionalism and attentiveness. The feedback collected is integral to service optimization, creating a continuous improvement loop.

Unified Code of Conduct for Customer Service

The Unified Code of Conduct for Customer Service provides a robust framework to guide employees in all customer-facing roles. This code contains comprehensive guidelines for communication and behavior, ensuring a unified approach to service excellence across service centers, call centers, and virtual government platforms. Its purpose is to equip public servants with the skills and knowledge necessary for delivering consistent, high-quality experiences.

Engagement and eParticipation

Multi-Channel Feedback

Bahrain’s digital transformation includes robust eParticipation initiatives. Citizens and residents are empowered to participate and express their views via various platforms, creating new avenues for public involvement in shaping national development strategies.

Sharekna, is the National eParticipation Platform for streamlining communication and engagement between the people and the government. The platform is a participatory tool for engaging people in policy making and national development through voting on topics, joining collaborative hackathons, contributing with ideas, and engaging in legislation development through the Legislation Lab feature.

Feedback, received through eChannels such as the Tawasul system, dedicated feedback portals, and the “Thanks and Appreciation” service, is systematically reviewed by relevant authorities. Insights derived from this process directly inform the continuous enhancement of public services. This participatory approach not only amplifies the voice of the public but is a hallmark of inclusive and sustainable governance.

Moreover, "Tawasul App" captures customer feedback and allows citizens to acknowledge quality service, reinforcing SDG 11: Sustainable Cities and Communities.

Real-Time Communication: Government Notification System

The Government Notification System stands as a core component in Bahrain’s strategy to foster a well-informed, connected society. This system, available via National Notification Service registration, provides residents with real-time SMS and email alerts for essential government updates and service changes.
 

Key Features of the Government Notification System:

• Registration requires an active standard eKey.
• Services are governed by Decree No. 36 of 2018 (PDF, 132KB, 4 pages, Arabic only), ensuring technical and legal compliance.
• This service exemplifies the Kingdom’s commitment to SDG 16: Peace, Justice and Strong Institutions.

Technology-Driven Feedback and Communication

Bahrain utilizes WhatsApp API and SMS as accessible digital channels for both service notifications and post-service feedback. These mechanisms ensure timely updates for appointments, applications, and reminders, and facilitate seamless customer engagement after service delivery.

This approach supports effective outreach and inclusivity, ensuring all residents can interact with the government through the channel of their choice.

Open Data and Innovation

Bahrain’s Open Data Portal is a significant step toward transparency and innovation. By making government data widely accessible, the Kingdom empowers citizens, entrepreneurs, and researchers to explore, analyze, and innovate using official data sets. This initiative reinforces Bahrain’s commitment to accountability and evidence-based decision-making, and is directly linked to SDG 16 and SDG 17: Partnerships for the Goals.

Encouraging Public Participation

The Government of Bahrain firmly believes that national development is a collaborative endeavor. Citizens are invited to contribute to digital evolution by engaging in participation topics. This ensures the digital landscape reflects the needs and aspirations of all segments of society. Through open dialogue and shared insights, Bahrain sustains a culture of innovation, inclusivity, and collective progress.