The Information and eGovernment Authority’s (iGA) annual public views assessment for 2024-25 showed an overall satisfaction rate of 84 per cent with services offered through its portal.
The Customer Satisfaction Index (CSI), which was conducted through an online survey via bahrain.bh assessed public views on government eServices and information provided through the portal.
According to the iGA’s acting chief executive officer and deputy CEO of operations and governance Dr Khalid Almutawah, the results are a reflection of sustained government efforts to improve the efficiency and quality of services as well as the strong support provided by stakeholders to the iGA.
Through its portal, the iGA simplified and reengineered procedures, enhancing the user journey, continuously updating information and the government services catalogue, and aligning services with ongoing developments across various sectors in the kingdom.
Dr Almutawah also highlighted the importance of strengthening digital infrastructure, adopting advanced technologies, and maintaining public engagement through participation and voting on topics via the National eParticipation Platform, Sharekna.
Based on the study’s evaluation criteria, the personalisation feature showed the highest satisfaction rate at 86pc.
This feature enables users to access their preferred services through single sign-on access, track transactions, receive official notifications, and view previous payments, leading to an organised and convenient user experience.
Satisfaction with the user-friendly and responsive design stood at 85pc, while 84pc of users appreciated the ease of using eServices and 81pc were satisfied with the portal’s internal search engine.
The study also showed that 59pc of users access the National Portal to complete or follow up on government transactions, while 20pc search for general information, like medical services such as requesting copies of birth certificates and tracking children’s vaccinations, as well as services related to the Social Insurance Organisation (SIO), commercial registrations, scholarships, and other services.
Dr Almutawah highlighted the iGA’s commitment to implementing the directives of Interior Minister and Ministerial Committee for Information and Communications Technology chairman General Shaikh Rashid bin Abdulla Al Khalifa.
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