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

External Document 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

External Document 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

External Document 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.

External Document 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

External Document 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 process Using BPR Designed against unique requirements and unified process

External Document 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.

External Document High Level Solution Framework IndividualsBusinessVisitors Interaction with Clients Training SessionsDashboard Responsible Staff in Gov’t Entities National Suggestions and Complaints System Portal Contact Center Customer Service

External Document 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

External Document Solution Rollout Concept piloted with two entities Phase 1: Rollout to 11 entities Phase 2: Rollout to all entities Monitor & Refine Stabilize & Enhance Improve processImprove Design Verify Recommendations More integration Prioritize Entities on National Leadership inputs

External Document 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 External Document Desktop View Mobile View

Snapshots of System External Document Landing Page Case Registration

Snapshots of System External Document Case Tracking FAQ

Snapshots of System External Document

Snapshots of System External Document

Snapshots of Dashboard External Document

Snapshots of Dashboard External Document

“Advancing Bahrain to New Heights” Thank You External Document