Legislators have stressed the need to set up digital call centres in government institutions that would provide sign language translation services to assist individuals with hearing disabilities.
The proposal seeks to empower the deaf and those suffering from hearing impairment by granting them access to government services and information.
It has been presented by five MPs led by Parliament’s financial and economic affairs committee chairman and Strategic Thinking Bloc president MP Ahmed Al Salloom.
They believe the centres would enhance inclusivity and promote social responsibility within public institutions, while also aligning Bahrain with global technological advancements and the practices of neighbouring GCC countries.
A digital call centre is a customer service operation that provides support for people through digital channels such as email, chat, text (SMS), social media, video calls and more.
The Civil Service Commission (CSC), however, believes the proposal’s goals can be achieved without establishing a dedicated call centre. It suggests training existing employees to communicate using sign language or video calls and equipping government institutions with necessary tools, provided the required budgets and training resources are available.
“The commission’s primary role, under the 2010 Civil Service Law, is to oversee civil employees, provide consultation to government entities, and ensure administrative supervision,” the commission said in a written reply.
“The creation of organisational structures falls under the jurisdiction of the commission, as defined in Article (8) of the Civil Service Law,” it added.
“The bureau approves or develops these structures based on public interest. It considers the legal, budgetary, and strategic aspects when assessing the creation of new departments or services within government institutions.”
The commission’s president Shaikh Daij bin Salman Al Khalifa said the government’s 2023-2026 Action Plan prioritises high-quality public services by promoting digital transformation and improving administrative efficiency.
“The commission has collaborated with the Information and eGovernment Authority to develop and digitise several services to make them accessible through the e-Government portal,” he said. “We are committed to supporting government entities in improving organisational structures and services while adhering to best practices and cost-effective measures.”
Meanwhile, Mr Al Salloom asserted that the new initiative was ‘all about breaking barriers’ and ensuring that ‘every citizen, regardless of their abilities, has access to government services in a dignified and efficient manner’.
“Providing sign language services in government institutions would reflect Bahrain’s commitment to social justice and equality,” he said.
“It’s not just about technology, it’s about embracing the principles of solidarity and empathy in our society.”
The proposal has been praised by advocates for disability rights, who view it as a significant step towards inclusivity.
“This initiative will empower individuals with hearing disabilities and ensure they feel valued and included in our community,” said Parliament’s services committee chairwoman MP Jalila Al Sayed.
“It’s essential that the government takes a holistic approach to accessibility, covering not just sign language, but also other forms of assistance for individuals with disabilities,” she added.
“This is about building a more inclusive Bahrain, where everyone has the opportunity to access services and participate in society. We look forward to working with all of those concerned to make this vision a reality.”
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