Your Insurance: Save your time and no need for attendance

The Social Insurance Organization (SIO) has been a trailblazer in Bahrain, envisioning multiple electronic transformations to streamline services for users. However, the onset of the global COVID-19 pandemic prompted a rapid shift to electronic solutions for business continuity reasons. In response, the organization was not just ready but also quick to adapt, yielding positive outcomes.

Virtual service center

In April 2020, the organization took a significant step by creating a virtual electronic service center, providing an alternative to traditional reception centers. This move aimed to navigate the challenges posed by precautionary measures. The focus was on embracing remote work, reducing paper transactions, and enhancing the services originally offered at reception centers.

Primary electronic channel for customer service

The design process centered on key principles. Firstly, the organization identified a primary electronic channel for user interaction, supplemented by phone support for inquiries through the call center. All in-person services were transitioned to virtual platforms, with specific requirements outlined for each service. A pivotal development was the creation of a virtual electronic center mirroring the actual one. For services requiring in-person attendance, a visual communication service was introduced to verify the identity of service providers. This approach was implemented across all branches of the organization.

Factors contributing to success

Several factors contributed to the success of this initiative. A clear vision and framework for service providers, along with organized categorization and arrangement, played a vital role. The positive impact was evident in the assessment process, as customers developed confidence in interactions and services that don’t require a physical presence.

Positive impact: facilitating employees and customers

An electronic customer satisfaction survey was introduced to gauge user satisfaction with electronic services. The impact was tangible, with faster transaction completion, reduced service delivery times, and saved effort and time for customers. On the employee front, the digital transformation showed that a work-from-home policy could be implemented without compromising productivity.

Before and after COVID-19

Before the pandemic, services were primarily designed for in-person delivery at reception centers. Plans were in place to expand and develop these centers. However, the crisis necessitated a quick and thoughtful shift to new, unconventional methods.

Success makers

This initiative excelled in meeting advanced and mandatory standards, raising customer satisfaction levels, and showcasing the success of remote work. The multidisciplinary team at SIO was instrumental in this achievement.

Lessons learned: keeping pace with technological advances

Post-implementation, the organization emphasized the importance of maintaining a healthy work environment in terms of human and technical resources. Continuous evaluation of proposed visions and the realization that even modest technological transformations could be impactful were key takeaways. The organization affirmed a commitment to the 100% shift to electronic platforms for all services.

Electronic integration for customer service

The committee recommended electronic integration between the organization and other government entities for seamless service completion, minimizing customer movement between entities. A forward-looking vision was proposed, envisioning the government sector operating as a cohesive unit, delivering improved services and fostering greater commitment.