Bahrain Reports 84% Satisfaction Rate with Government eServices

The Information & eGovernment Authority (iGA) has released the results of its 2024–2025 Customer Satisfaction Index (CSI) study, showing high public approval for government eServices provided through the National Portal, bahrain.bh.

The study, conducted via an online survey on the portal, evaluated public opinions on the design, usability, and overall effectiveness of eServices and information. iGA’s Acting Chief Executive, Dr. Khalid Almutawah, said the results indicate an overall satisfaction rate of 84%, reflecting the government’s continued efforts to improve service quality and efficiency.

Dr. Khalid explained that these efforts include simplifying procedures, enhancing user experience, updating information and services, and adopting advanced technologies. He emphasized the importance of public participation through the National eParticipation Platform, Sharekna, to ensure services align with users’ needs.

The study highlighted the portal’s Personalization feature as the most popular, with an 86% satisfaction rate. This feature allows users to track transactions, receive notifications, view previous payments, and access preferred services through single sign-on, making the portal more organized and convenient.

Other notable satisfaction rates included 85% for portal design, 84% for ease of using eServices, and 81% for the internal search engine.

According to the study, 59% of users visit the portal for government transactions, while 20% search for general information, such as birth certificate requests, vaccination tracking, Social Insurance Organization services, commercial registrations, and scholarship information.

The study also found that social media and direct communication with friends and family were the main ways first-time users learned about iGA’s services, reflecting growing digital awareness among the public.

iGA continues to use the study results to improve the National Portal and expand digital services. The authority encourages users to share feedback through the National Suggestions and Complaints System (Tawasul), the Tawasul app, or by contacting the Government Services Center at 80008001.

The full 2024–2025 CSI study results are available on the National Portal at bahrain.bh.