iGA’s Acting Chief Executive and Deputy Chief Executive of Operations and Governance, Dr. Khalid Almutawah stated that the results showed an overall satisfaction rate of 84% with the eServices and information offered to the public through the portal, and that this is a reflection of sustained government efforts to improve the efficiency and quality of services as well as the strong support provided by stakeholders to the iGA . He also mentioned that these efforts include simplifying and reengineering procedures, enhancing the user journey, continuously updating information and the government services catalogue, and aligning services with ongoing developments across various sectors in the Kingdom. Dr. Khalid also emphasized the importance of strengthening digital infrastructure, adopting advanced technologies, and maintaining public engagement through participation and voting on topics via the National eParticipation Platform, Sharekna.
Dr. Khalid Almutawah highlighted the iGA’s commitment to implementing the directives of His Excellency General Shaikh Rashid bin Abdullah Al Khalifa, Minister of Interior and Chairman of the Ministerial Committee for Information and Communications Technology (MCICT), by strengthening communication channels with the public and continuing to actively listen to their feedback and suggestions. These efforts support the development of the eServices’ ecosystem and reflect the iGA’s ongoing commitment to keeping pace with rapid advancements in digital government, enhancing quality of life for citizens and residents, and supporting the core pillars of government programs and the Kingdom’s digital transformation.
Based on the study’s evaluation criteria, which included satisfaction with the portal’s design, ease of use and access to eServices and information, the personal profile feature and the effectiveness of the search engine, the Personalization feature achieved the highest satisfaction rate at 86%. This feature enables users to access their preferred services through single sign-on access, track transactions, receive official notifications, and view previous payments, resulting in a more organized and convenient user experience.
Satisfaction with the design of the National Portal stood at 85%, highlighting its user-friendly interface and responsiveness across various devices. Satisfaction with the ease of using eServices was 84%, while the portal’s internal search engine recorded a satisfaction rate of 81%.
The study further showed that 59% of users access the National Portal to complete or follow up on government transactions, while 20% search for general information. This includes medical services such as requesting copies of birth certificates and tracking children’s vaccinations, as well as services related to the Social Insurance Organization (SIO), commercial registrations, scholarships, and other services.
In addition, the study showed that social media platforms and direct communication with family and friends were the main channels through which first-time users became aware of the eServices provided by the iGA. This reflects a growing level of digital awareness among the public.
The iGA continues to analyze these findings as part of its development plans, with the aim of further enhancing the National Portal and improving information and services provided in line with the needs and expectations of citizens and residents. The Authority also remains committed to listening to user feedback, having implemented many suggestions from previous studies and communication channels to enhance customer experience. These improvements include expanding the range of services available through the portal and digital applications, demonstrating iGA’s responsiveness to user input and its focus on delivering greater value.
The iGA conducts the Customer Satisfaction Study annually to assess its eServices and applications. Members of the public may submit inquiries and suggestions through the National Suggestions and Complaints System (Tawasul), via the Tawasul app available on the eGovernment Apps Store at bahrain.bh/apps, or by calling the Government Services Contact Center on 80008001. The 2024–2025 results of the Customer Satisfaction Index (CSI) study can also be viewed on the Kingdom of Bahrain’s National Portal bahrain.bh.
For more information, please visit:
#ImprovingUserExperience #CSI #CustomerSatisfaction #Studies #ElectronicStudies #ElectronicServices #eServices #eTransformation #DigitalTransformation #SDGs #TeamBahrain #GovernmentApplications #Opinions #Suggestions #Feedback #NationalPortal #DigitalChannels #Customers