The results of a study conducted by the eGA about the effectiveness of eServices were revealed yesterday.
The authority was able to achieve 79.4 points on the Bahrain Customer Satisfaction Index (BHCSI), exceeding global benchmark of 70 points for business sector, according to the results of the study conducted in collaboration with Bahrain University.
Dr Al Khaja announced eGA's adoption of the Key Performance Indicators related to BHCSI.
The announcement was made at a Press conference during the second day of the Bahrain International eGovernment Forum 2015.
Bahrain University Information Technology College Information Systems Department head Dr Jafla Al Ammari and Dr Hayat Al Ali and Dr Amal Al Rayes were present.
The study included a survey on customer satisfaction, the level of awareness of the eGovernment services, the impact the services has on customers as well as the level of interaction with government entities '“ all measured through a comprehensive questionnaire on three sections '“ individual, government and business sector, this came as part of the National eGovernment Strategy 2016 requirements.
Dr Al Ammari said the study, prepared by the university to measure the impact of eGA on the national economy, illustrated the ministries' performance, the facilitating services for individuals and the community's transition to a digital society.
The study revealed that for individuals time is reduced by 71 per cent to complete a service and material costs by 75pc.
The positive impact on government institutions improved by 75pc, enabling them to provide their services with professionalism by 74pc, while it reveals a shift to digital society by 77pc and the empowerment of people with disabilities by 75pc.
She added that the results also revealed women's level of interaction and awareness in regard to eServices in comparison with men.
The results of the study also revealed that the level of awareness of eService is high, accounting for an average of 89.1pc in all sectors, (86.1pc individuals, 90pc businesses, and 91.2pc government), but the difference was in choice of channels citizens opted ranging between 45pc and 85pc.
Furthermore, an average of 82.3pc was reflected on citizens' high level of eService usage (78pc individuals, 86pc business, 83pc government), despite the need for developing a number of channels according to the results shown with regard to citizens' level of satisfaction with each channel.
Dr Al Rayes said the team, comprising professors and academic researchers, worked on this study for six months along with 10 employees who were dedicated to provide the needed support and 40 students to do the research and data collection.
The presentation was concluded with a number of recommendations to increase the level of customer satisfaction and further develop the field of eServices.
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Quelle/Source: Gulf Daily News, 17.03.2015
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