he final evaluation of the government service centres commenced two days ago. The final evaluation process is led by the Government Service Centre Evaluation Committee, which was set up following the directives of His Royal Highness Prince Salman bin Hamad Al Khalifa the Crown Prince, Deputy Supreme Commander and First Deputy Prime Minister, to enhance the standards and competence of government services.
“The assessment, which will span over two weeks, will cover over 70 centres across the Kingdom, through various methods, including field visits, mystery shoppers, and specific QR code evaluation surveys conducted via the National Suggestions and Complaints System application (Tawasul)”, stated the Chairman of the Government Services Centres Committee, Mohammed Ali Al=Qaed, Chief Executive of the Information & eGovernment Authority (iGA).
Al-Qaed added that the evaluation process aims at developing the public sector performance, raising customer satisfaction levels through unifying the standards of services delivery, advancing human resources and technical equipment, which would enhance transparency, competitiveness and creativity, in line with the Government Action Plan.
Al-Qaed further stressed the importance of collaborative government efforts to achieve the committee’s objectives in improving the level of public services offered to beneficiaries.
The Chairman shed light on the previous efforts exerted by the committee, prior to the final phase of evaluation. He added that in December 2017 the Government Service Centres Evaluation Booklet was approved, and in January 2018 the committee approved the evaluation plan, along with the general guidelines and field visits.
During the same period, the committee achieved distinctive progress, by forming the central evaluation team in addition to the field evaluation team, along with organising a training workshop for both teams.
Moreover, in collaboration with Bahrain Institute of Public Administration (BIPA), a Customer Service Programme has been launched to train front-desk employees at the various centres.
In February, 2018 the booklet was circulated to all entities, as a roadmap to reach new horizons in performance by adopting the foundations of efficiency, effectiveness and development through the utilization of the latest concepts in public sector performance.
The evaluation of the government service centres is based on several mechanisms that include ease of accessibility to the centres, the excellence in service offered, compatibility of the centres’ environment, smooth management of clients and focus on the effectiveness of the administrative processes applied by the centres, including processing customer feedback.
It is worth noting that the committee was formed following the issuance of edict No. (9) of 2017 by HRH Prince Salman bin Hamad Al Khalifa, the Crown Prince, Deputy Supreme Commander and First Deputy Prime Minister.
The committee is headed by Mohamed Ali Al-Qaed CE of the Information & eGovernment Authority and includes Shaikh Abdulla bin Ahmed Al Khalifa representing the Bahrain Centre for Strategic, International and Energy Studies as the Vice President; along with representatives from the Education and Training Quality Authority (BQA); the National Communication Centre; the Civil Service Bureau; Bahrain Institute of Banking and Finance (BIBF); Silah Gulf Company, the University of Bahrain; and the Ministry of Finance.
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Quelle/Source: Bahrain News Agency, 29.08.2018
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