iGA reports 75% boost in suggestion submissions via Tawasul in 2021
More than 350 suggestions received through the National Complaints and Suggestions System (Tawasul) in 2021, were implemented by the Information and eGovernment Authority (iGA). According to the iGA, public submissions increased by 75% in 2021 compared to the year before, and the authority implemented 137 more suggestions in 2021, following careful review.
iGA CE, Mohammed Ali Al Qaed explained that submissions through electronic channels were prioritized according to adherence to the authority’s digital strategy and were implemented as resources became available. Al Qaed affirmed that implemented suggestions included several related to ID card services, the eTraffic app, and the BeAware Bahrain app which the Kingdom launched to combat the spread of COVID-19. He stated that other submissions are currently under review.
Al Qaed said that the iGA continuously seeks open dialogue with the public, in line with the directives of His Royal Highness the Crown Prince and Prime Minister, Prince Salman bin Hamad Al Khalifa, to adopt an open-door policy. Al Qaed also attributed the success of e-government services, especially during the pandemic, to His Excellency the Minister of Interior, General Shaikh Rashid bin Abdullah Al Khalifa’s directives of encouraging communication with the public.
More than 25,000 cases related to the iGA’s services were received during 2021 and affirmed that the iGA maintained a 100% success rate in responding to each suggestion within the allotted time set for it, he added.
The CE thanked the public for their trust in the iGA and its services, adding that Tawasul’s main contribution was to bring their ideas to fruition by converting them into new digital systems, services, and channels. He explained that these suggestions provide government agencies and officials with an efficient way to identify and address issues faced by the public.
iGA’s CE said that the ID card suggestions that were implemented included a service which allows for the onscreen display and printing of ID card data and the updating of registered residential addresses through the portal. He explained that further features were added allowing applications to be amended and documents to be uploaded.
Al Qaed added that the iGA also worked with the General Traffic Department to digitize traffic services, including a service that displays electronic copies of driver’s licenses and vehicle ownership certificates through the eTraffic mobile application. He stated that another service was added, which allows the issuing of authorizations for vehicles traveling to the Kingdom of Saudi Arabia via the King Fahd Causeway, replacing the previous system which required physical documents.
The CE said that new services were also added to the BeAware Bahrain app, including providing individuals access to their own medical records, especially those related to the COVID-19 virus. He stated that other services were also added, including the ability to report issues related to medical records and COVID-19 vaccine status, the ability to update registered phone numbers, and an updated list of common COVID-19 questions and instructions, as well as others.
Tawasul statistics are available on the National Portal at bahrain.bh/tawasul. The Tawasul application is downloadable from the eGovernment app store, bahrain.bh/apps.
