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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.

What is your preferred method to access the eServices on

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. 

How often do you visit the website?

Options Number of Votes Percentage
Everyday 575 28%
Once a week 275 13%
Once a month 320 16%
Not on a regular basis 820 41%

Total Number of Votes: 1990 

October 2013

Actions TakenMarketing campaigns for existing & new eServices are continuously promoted to increase the public awareness of via different digital mediums.