MANAMA: As many as 78 per cent of users of government eServices are satisfied with them, shows a survey by the Information and eGovernment Authority (iGA).
The latest Bahrain Customer Satisfaction Index (BHCSI) survey, that was based on a sample of around 3,000 individuals representing residents, government and business sectors, also found that the level of use of online channels was 85pc.
This confirms increasing demand for online government transactions and procedures, said the iGA.
The survey found that awareness of online services and channels across all sectors was 89pc – endorsing the government’s approach for development of public services and raising their quality by simplifying procedures and raising awareness about them.
This was in line with directives of Deputy Premier and Supreme Committee for Information and Communication Technology chairman Shaikh Mohammed bin Mubarak AlKhalifa.
The study, done for the fourth time, is part of the national e-Government strategy requirements.
Conducted by the Bahrain University, the BHCSI combines the participation of experts and researchers who base the study on transparency and professional standards. The survey measured awareness, use and satisfaction with eGovernment programme and channels.
Data was collected through face-to-face interviews and targeted samples. This year’s survey also included a new study, that sought to identify the causes behind customers’ heading to ministries’ front desks to complete transactions while the services are available online.
Called eTransformation of key services, the study comprised a sample of 2,000 individuals for targeted services such as CPR card, traffic as well as electricity and water.
Reasons offered by respondents for not using online channels included not having a credit card; prior experience of payment issues; lack of understanding or trust in information technology or fear of theft of personal data.
The iGA said a team is studying the causes and working on resolving the issues to encourage more citizens and residents to complete transactions online and avoid physical visits to agencies.
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