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Introduction

With the intention of building a more inclusive society and fostering community engagement to participate in the decision-making process, the Information & eGovernment Authority calls for public opinions and participation in the design as well as delivery of eGovernment services, channels and business operations through the regularly updated poll questions which also welcome other national initiatives for further public involvement. Outcomes of poll questions are significant contributions to authority’s improvement plans and action lines.

How do you find the enhanced online service of General Directorate of Traffic?

Options
Number of Votes
Percentage

Very useful

253

58.16%

Useful

57

13.10%

Not useful

94

21.60%

Have never used

31

07.12%

Total Number of Votes: 435

June 2015

Actions Taken: This poll was way to discover if the newly updated services on the portal were useful noting improvements that will be adopted to the launch of the General Directorate of Traffic mobile app

What is your preferred method to access the eServices on Bahrain.bh?

Options
Number of Votes
Percentage

The Search engine

4,796

36%

Featured eServices Tab

150

1%

Top eServices Tab

3,787

28%

Category Tabs (Individuals, Business, Government, Visitors)

4,438

33%

Total Number of Votes: 13,171

March 2015

Actions Taken: iGA has further enhanced the intelligence of the search engine and the keywords identification.  Featured services will be updated more frequently twice a month to reflect most relevant eServices to the users for easier identification. 

How would you rate your experience in using the National Suggestions & Complaints system “Tawasul”?

Options
Number of Votes
Percentage

Excellent

158

44%

Very Good

53

14%

Good

38

10%

Poor

72

20%

I did not use it

36

10%

Total Number of Votes: 357

November 2014

Actions Taken: iGA has completely revamped the Tawasul system backend and added features requested by the users to facilitate the cases resolution. More coordination has been arranged with concerned entities to accelerate case resolution especially financial refund. Tawasul will be as a more user friendly mobile app.

How do you rate the new design and layout of the revamped portal?

Options
Number of Votes
Percentage

Excellent

1034

48%

Good

408

19%

Fair

180

8%

Bad

517

24%

Total Number of Votes: 2139

June 2014

Actions Taken: After continuous improvements to the design and functionality noting a focus group that was conducted, all comments were tapped on to reach to this result.

What is your desired channel of communication, if you wished to contact us?

Options
Number of Votes
Percentage

Complaints system

45

13%

National Contact Center 80008001

122

36%

Live Chat

103

31%

Social Media

44

13%

Blog

17

5%

Total Number of Votes: 331

November 2013

Actions Taken: It was important to reach customers at their preferred channel of choice. Hence after noting the results the Live Chat software has been upgraded:

  • extending it working hours  till 10:00 PM.
  • Establishment of ‘Back-office’ for the national contact center, which manages & filters calls to speed-up the process of complaints resolution.