More than 90 per cent of complaints ‘redressed’ through Tawasul system

Tawasul, the national complaints and suggestions service, has been very successful as over 90 per cent of the total 9,000 complaints have been resolved. Mohamed Ali AlQaed, Chief Executive, Information and eGovernment Authority on the sidelines of the 2019 Government Forum told Bahrain News Agency (BNA) that His Royal Highness Prince Salman bin Hamad Al Khalifa, the Crown Prince, Deputy Supreme Commander and First Deputy Premier had inaugurated the Tawasul system in 2014.

“Today, we have around 40 government entities using the system. It is one platform that electronically takes the complaint or suggestion to the highest authorities in the ministry or organisation. “And it goes direct to the division responsible for it until there is a response for the person complaining or giving suggestions,” he said.

“Till to date we received around 88,000 to 90,000 complains and suggestions since the inauguration and the response is around above 90 percent, which is a very high and impressive rate. “The ones that are being rewarded today are almost 100 per cent respondent to the complains. We received in the past year only 5,000 complaints and suggestions and we managed to respond very quickly.”

The Government Forum in its fourth edition comes at a very important time and confirms the government’s responsibility and accountability to measure all the services to the public to maintain a high performance and high-quality services, he added. “So, this is a great mechanism that the government continues to do. The government gives us a great responsibility and attention to make this service at its top priority at all times.”

President of Bahrain Authority for Culture and Antiquities (BACA) Shaikha Mai bint Mohammed Al Khalifa took pride in BACA’s winning of the Customer Service Excellence Award for customer support for the second consecutive year at the forum. She extended thanks to HRH the Premier and HRH the Crown Prince for the honour.

She stressed BACA’s unrelenting efforts to activate communication with the public through social media networks. She pointed out BACA’s work teams’ contribution to drawing a positive image on cultural tourism in the Kingdom through professional responses and communication with the public.