The eGovernment Authority today signed an agreement with the Nielsen Company, the world's leading provider of marketing information and audience measurement indices. Present at the signing were Mr. Mohammed Al Qaed, CEO of eGoverment Authority and Mr. George Mikaelian Managing Director Gulf region for Nielsen as well as other senior officials from both parties.
The Nielsen Company will conduct a series of studies using various questionnaires designed to assess the Customer Satisfaction Index (CSI), Government Transformation Index (GTI), and the awareness and impact the eGovernment program has among the public.
The study, which is one of the milestones of the eGovernment strategy and goals of Bahrain Vision 2030, aims to gauge citizen awareness of eServices and ask them to evaluate the eServices they frequently use. Also, the study aims to identify the barriers which prevent citizens from using these eServices and measures their overall satisfaction level with them.
The study is split into 3 categories: CSI measures the satisfaction of customers, GTI to monitor the impact on government, and Channel Satisfaction Levels (CSL) which will indicate the satisfaction of the registered users of specific channels such as the National portal, Common Service Centers, among others.
Mr. Mohammed Al Qaed, CEO of eGovernment Authority said, "Achieving customer satisfaction is one of the core values of eGovernment Authority. Our constant endeavour is to understand the requirements of all our stakeholders in order to provide them with innovative and simplified methods of service delivery. We maintain strict criteria for selecting our partners and always seek to align ourselves with the leading companies for our projects. We are extremely proud to collaborate with one of the leading global companies in the industry to successfully evaluate stakeholder's satisfaction."
"These studies will help us establish benchmarks to measure our progress in the areas of customer satisfaction and awareness. Partaking in this comprehensive study will be a representative cross-section of the population, which will include citizens and residents from various socio-economic levels and industrial sectors from all of Bahrain's Governorates, as well as a number of visitors too," Al Qaed added.
The CEO of the eGA further explained that "we are aiming to not merely provide eServices to the public, but to provide eServices that are both high in quality and value. As such, we are undertaking this study to measure the satisfaction level of the eServices and whether they are achieving the goals outlined in our strategy. We are ready to amend our plans based on the study's results because the strategy itself was based on a study to identify the public's needs, and hence we must continue to take their opinions into account during the execution phase to ensure we meet their expectations."
Mr. George Mikaelian, Managing Director Gulf region for Nielsen, commented, "Nielsen was chosen for this research primarily because of our wide range of competencies in the region, which run from providing our clients with an unmatched combination of insights, market intelligence, advanced analytical tools and integrated market solutions. This is indeed a tremendous project for the eGovernment Authority and this collaboration underscores our commitment to aiding the eGA in providing a transparent view of their stakeholder's opinions."
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About eGovernment Authority Bahrain
The eGovernment Authority (eGA) was established by Royal Decree 69 in August 2007. Reporting to the Cabinet, the eGA aims to coordinate and execute e-government initiatives in line with the strategies, plans, and programs set by the Supreme Council for Information Communication Technology (SCICT), headed by HE Sheikh Mohammed bin Mubarak Al Khalifa, Deputy Prime Minister of the Kingdom of Bahrain.
The eGA's role entails everything from proposing overall policies and appropriate legislations to the SCICT for approval to overseeing the execution of the approved SCICT programs. This includes suggesting required IT programs, facilitating communications and services between all government entities, opening new e-channels for e-government services, and offering technical and knowledge-based support to the ministries and other government entities.
Currently, the eGA is working on executing the plans contained within Bahrain's e-government strategy to achieve the ambitious Bahraini e-initiatives, as well as offering 200 basic governmental services electronically via various communication channels within 3 years to all citizens, residents, and businesses of Bahrain.
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Autor(en)/Author(s): Adel A. Maymoon
Quelle/Source: Zawya, 16.04.2009
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