ISDP is an end-to-end initiative that provides an integrated platform for eService delivery across the spectrum of Bahrain’s government services through numerous alternate channels - leading to a ‘no wrong door policy’ and ultimately achieving higher customer satisfaction. The platform is currently live and operational in the Kingdom where services are being utilized instantly.
Numerous interaction channels and mediums have been offered by the platform, some of which include the web portal (supports all major browsers, involves 245+ services currently available online, and contains special features for the physically challenged users - audio and video assistance); mobile portal (available with 61 services, over WAP and SMS); mobile apps (eight multi-platform eServices that target iOS, BlackBerry and Android platforms); kiosks (34 self-service machines located throughout the country with 30 online services); eService centers (13 centers available to offer all the services on the web portal with personalized human assistance); and the national contact center (provides 24/7 support for all channels of service delivery via a toll-free number, with the help of emails, online and video chats using Skype via www.bahrain.bh).
To ensure high standard of services, strict quality metrics are employed such as setting individual Key Performance Indicators (KPIs) for various channels so as to measure uptake, customer satisfaction surveys, availability, etc.
Also, customer charters are prepared for all channels of delivery. To build trust among users, the channels comply and adopt several international security standards – ISO 27001, VeriSign/Norton Extended SSL Seal and McAfee protection to name the least.
The integrated platform transfers abundant key benefits, some-of-which encompass setting-up national level infrastructure for integrated service delivery platforms; owing a de-facto standard for developing and integrating eServices for all platforms; offering Enterprise Service Bus to provide reusability of the public services across all delivery platforms; standardization of IT policies and practices using common platform National Enterprise Architecture Framework; enabling scalable, secure and highly accessible delivery channels; reducing the duplicity of channels and offer a one-stop-shop for all users; having a central multi-factor authentication framework eKey (eKey.bh) to provide a Single Sign On (SSO) experience across all channels; and obtaining cost effective front end channels for user-access.
The channels became the most preferred service delivery interface among citizens due to citizen centric design, adopting international standards such as W3C for User Interface design and accessibility, as well as the continuous improvement through online feedback forms, blogs, social media, customer surveys and chats.
Bahrain also believes in the term ‘go to the market’ (go to where citizens are). As a result, eGA obtained presence in community websites such as Facebook, Twitter, YouTube and Instagram.
The authority conducts customer surveys every six months to assess effectiveness of the programme and customer satisfaction. The recent survey indicated that 90% of the customers are satisfied with the service delivery channels. Other key statistics that indicate high impact include figures such as the national portal’s over 58 million visits; over USD119 million worth of transactions; and the financial transactions that are over 700,000.