ADVANCED artificial intelligence technologies are set to be introduced on the National Suggestions and Complaint System, Tawasul.
Information and eGovernment Authority public relations, media and customer care chief Ali Darwish told the Capital Trustees Board during its meeting at the Capital Trustees Authority in Manama that the development programme would be carried out in partnership with Microsoft.
He said that this comes as the system is witnessing huge traffic with 120,623 cases referred between January and September this year and 667,317 cases since the electronic platform was introduced in 2014.
“Most of the cases we have received so far this year are related to the Interior Ministry’s Nationality, Passports and Residence Affairs, followed by the Electricity and Water Authority, the Works Ministry and the Housing and Urban Planning Ministry,” added Mr Darwish.
“We have 56 ministries and government bodies under us with 97 per cent compliance and an average reply time of three days that achieved 83.6pc public satisfaction,” he added.
“However, development is non-stop and we are seeking to introduce advanced artificial intelligence technologies in partnership with Microsoft.
“We present constant report to the Premier’s office showing our progress and statistics with regular feedback on how to elevate services.”
The GDN earlier reported that the complaints ranged from public road pothole problems, unpainted speed bumps, faulty street lighting to medical appointment delays.
Inspirational suggestions featured ways of providing doorstep health and social services to the elderly and those with disabilities, issuing land classifications, and the safe dispensing of medicines and medical equipment.
Advances include offering GPS location provisions to investors seeking permits and communication tools, with a special feature allowing assigned employees to make contact and receive feedback.
“We have also introduced an opinion pop-up poll over responses, while also adding notifications, alarms and a service assessment section,” he added.
“A thank-you feature has been added to the system for employees or the body overseeing the case and 1,597 messages have been received.
“We are working tirelessly to bring in more bodies under the system in an expansion to the scope of Tawasul.”
Government agencies are also randomly tested to check on their response times and attitudes to complaints received.
The public can access Tawasul through www.bahrain.bh/tawasul and Bahrain.bh/apps
mohammed@gdnmedia.bh
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