The initiative aims to disseminate information and services over the electronic channel to overcome and the address the issues and concerns with the existing mode of information and service delivery. It aimed to provide MOW customers and the citizens of Bahrain with the latest information and updates along with new and improved automated channels to provision its services.
The customer can avail the services and get information from the comfort of their home, or office, and even while on the move using the mobile e-services portal. The customer can check the status of their request anytime, and are informed by email and SMS whenever there is a change in the status of their request.
The customer can avail the services through multiple channels, viz. MOW web site, MOW e-services portal, MOW mobile e-services portal, and even the Bahrain E-Government portal. The availability of these various channels makes it easier for the customer to access the service online and even on the go using any mobile device which can access the Internet.
The solution has increased the efficiency of the service delivery process by automating the workflow and electronically storing the documents facilitating fast document access, secured and safe document storage, electronic notifications when application moves from one stage to next, and fast service delivery. The result is increase in customer satisfaction as well as increase in the efficiency of MOW employee’s performance.
MOW is the one and only ministry in Bahrain to have implemented the e-services portal and the mobile e-services portal using in-house resources, in-house infrastructure, and open-source technologies. The e-services well-organized based on the type of customer, this makes it easy to find the required e-service on the portal.
MOW has released 8 e-services so far catering to the needs of individuals, businesses, and other government entities. Proper security measures are implemented to make sure that the data is accessed by authorized person only. The security is implemented by using intuitive mechanisms, for example using the personal identification and application number as authorization information. Only the person who has submitted the application would know the information, and the personal number as well as the correct application number.
The e-services released so far are Sanitary Complaints, Sanitary House Connection, Abnormal Load Permission, Material Testing Results (QC), Contractor Prequalification, Building Maintenance Requests, Traffic Signal Service Request, and Traffic Diversion Request. A new e-service Road Fault Report is under implementation and would be released soon.
MOW is not a transaction intensive ministry, but our transactions are long running and time consuming. After implementation of the e-services and mobile portal more than 5000 transactions are being processed every year using the electronic channels. In certain cases the customers are served instantly. Earlier it used to take at least 3 days to service their applications.