External Document Mohamed Abdulaziz Abdulla Assistant Director - eService Delivery 23 rd April, 2014.

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Mohamed Abdulaziz AbdullaAssistant Director - eService Delivery

23rd April, 2014

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Background of Tawasul

• Customers must be able to track the progress and provide feedback

• The idea was to have one Complaints Management System for all Governmental entities

• Change the culture of complaints to be viewed as means of improvements.

• National Leadership to view the performance of the government.

• Strategic Objective to increase society participation and engagement

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Challenges Prior to Tawasul

• Customers found it difficult to track the status of their requests.

Customer

• Limited service window and service availability.

• Few communication channels and inability to provide feedback.

• Limited citizen trust on ministry response or action

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Challenges Prior to Tawasul

Government

• No standardized processes and lack of automation.

• No unified system for government complaints, suggestions, and enquiries.

• Different departments handle cases independently.

• No proper documentation for the request handling cycle.

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Tawasul Roadmap

• In-house Solution using Normalized workflow, with Dashboard facilities.

• Three months Pilot as an eService with Ministry of Health.

• Obtained feedback and promoted to a Nationwide Complaints Management solution.

• Presented the Solution to HRH First Deputy Prime Minister and obtained his Business Sponsorship

• eGovernment Authority plays the role of technical consultant and solution implementer

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Project Story Board

Predictive Analytics

Business analysis tools

Custom Dashboards

SLA based visual indicators

Easy Integration

Integration to ministry applications

User-Friendly Interfaces

Easily accessed by the eGA portal

Responsive Design

Opens in mobile and PDA resolutions

Tailor-Made processUsing BPRDesigned against unique requirements and unified process

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High Level Process Lifecycle

Registration of a case

Review and Assignment

Investigation and Root Cause

Analysis

Corrective Action

Request Closure and Feedback

Status Update

The National Suggestions and

Complaints System allows you to

submit enquiries, complaints or

suggestions to the Government

Entities at any time, day or night. Submissions are

sent directly to the relevant

government agency.

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High Level Solution Framework

Individuals Business Visitors

Interaction with Clients

Training SessionsDashboardResponsible Staff in Gov’t Entities

National Suggestions and Complaints System

Portal Contact CenterCustomer Service

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Key Features

Customer National Leadership Ministries/Entities

• Single Entry Point

• Anytime, Anywhere Access

• Multi-Channel Support

• Timely Notification

• End-to-End Case

Tracking using eKEY• Customer feedback

option

• Availability of FAQ

• Overall Dashboard including all entities

• Track ministry performance against SLA

• Custom Reports

• Integrated Complaint Management

• Automated Escalation based on SLA

• Integration with National Contact center

• Performance Dashboard

• Custom Reports• Internal Alerts &

Notification• Secured interface

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Solution Rollout

Concept piloted with two entities

Phase 1: Rollout to 11 entities

Phase 2: Rollout to all entities

Monitor & Refine

Stabilize & Enhance

Improve process Improve Design

Verify Recommendations

More integration

Prioritize Entities on National Leadership inputs

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Success Factors

Dealing with the system as a means to develop and enhance government performance

Lifting of the state of satisfaction among dealers

Determining the SLA

Continuous improvement and development

Provide high skill and experience of the staff at all levels

Educate customers in various channels of communication on Tawasul

Responsiveness of Tawasul

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Desktop ViewMobile View

Snapshots of System

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Landing Page

Case Registration

Snapshots of System

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Case Tracking

FAQ

Snapshots of System

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Snapshots of System

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Snapshots of Dashboard

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Minist

ry of H

ousing

Ministry

of Socia

l Deve

lopment

Ministry

of Lab

or

Ministry

of Tran

sporta

tion

Middle area M

unicipali

ty

North Are

a Municip

ality

Central In

formati

on Orga

nization

Teleco

mmunication Regu

latory

Authorit

y

National

Health Regu

latory

Authorit

y

Ministry

of Works

Ministry

of Healt

h

eGovern

ment Auth

ority

0

5

10

15

20

25

30

35

40

45

50

103

11

1

12

1 3 19

5 7

15

11

4

5

5 32

32

39

Total Number of Complaints & Enquiries by Entity

Open Closed

Snapshots of Dashboard

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Minist

ry of H

ousing

Ministry

of Socia

l Deve

lopment

Ministry

of Lab

or

Ministry

of Tran

sporta

tion

Middle area M

unicipali

ty

North Are

a Municip

ality

Central In

formati

on Orga

nization

Teleco

mmunication Regu

latory

Authorit

y

National

Health Regu

latory

Authorit

y

Ministry

of Works

Ministry

of Healt

h

eGovern

ment Auth

ority

0

2

4

6

8

10

12

14

9

2

6

1

12

1 1

6

31

1

1

5

3

3

2 6

Open Complaints & Enquiries Based on SLA

Within SLA Exceeding SLA

“Advancing Bahrain to New Heights”

Thank You

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