The Kingdom of Bahrain is solidifying its position as a leader in digital government services, with recent data demonstrating high levels of public satisfaction. The Information & eGovernment Authority (iGA) has published the results of its 2024-2025 Customer Satisfaction Index (CSI) study, revealing an impressive 84% overall satisfaction rate with Bahrain’s eGovernment services, particularly those accessible through the national portal, bahrain.bh. This achievement underscores the nation’s commitment to streamlining citizen access to vital government functions and information.
High Satisfaction with Bahrain’s Digital Services: A 2024-2025 Overview
The CSI study provides valuable insights into public perception of the Bahraini government’s digital offerings. Conducted via an online survey directly on the bahrain.bh portal, the research focused on key aspects of the user experience, including website design, ease of navigation, and the effectiveness of the delivered services. The 84% approval rating is a significant indicator of success, reflecting dedicated efforts to enhance both the quality and efficiency of public services.
This positive trend isn’t simply about implementing technology, but about thoughtfully adapting it to meet the needs of the population. As Dr. Khalid Almutawah, Acting Chief Executive of the iGA, stated, the results confirm the efficacy of initiatives focused on simplifying processes and embracing innovative technologies.
Key Findings from the Customer Satisfaction Index
Several areas of the National Portal garnered particularly high praise from users. These findings provide a roadmap for continued improvement and targeted investment.
Personalization Drives User Loyalty
The standout feature of bahrain.bh, according to the study, is its Personalization functionality, achieving an 86% satisfaction rate. This highlights the demand for tailored digital experiences. The Personalization feature allows citizens to track ongoing government transactions, receive important notifications, conveniently view past payments, and quickly access their frequently used services through single sign-on, creating a highly organized and user-friendly environment.
This level of convenience is a key driver of positive perception and encourages repeat usage of the portal. Users appreciate having their information readily available and transactions simplified, thereby reducing the time and effort required to engage with government services.
Positive Feedback on Design and Usability
Beyond personalization, the study also revealed strong approval for the foundational elements of the portal’s interface. 85% of users expressed satisfaction with the portal’s overall design, showcasing a visually appealing and modern aesthetic. Crucially, 84% found the eServices themselves easy to use, indicating that improvements to procedure have translated into tangible benefits for everyday citizens. Furthermore, the internal search engine received an 81% satisfaction rating, demonstrating its effectiveness in helping users find the information they need quickly.
How Bahrainis are Using the National Portal
The data paints a clear picture of how citizens are interacting with bahrain.bh. A significant 59% of visits are for completing actual government transactions. This confirms the portal is functioning as intended – a central hub for accessing and utilizing public services.
However, the portal isn’t just for transactions. 20% of users visit specifically to find general information. Popular searches include details on obtaining birth certificates, tracking vaccination records, navigating Social Insurance Organization services, registering businesses (commercial registrations), and exploring educational scholarship opportunities. This reveals the growing importance of the portal as a reliable source of information.
This broad usage underlines the value of comprehensive digital government initiatives. The portal’s success in catering to both transactional and informational needs demonstrates its evolving role in civic life.
Reaching New Users and Encouraging Feedback
Interestingly, the study found that awareness of iGA’s digital services primarily spreads through word-of-mouth – specifically, social media and direct conversations with friends and family. This suggests a growing digital literacy amongst the population and a willingness to share positive experiences.
The iGA actively encourages continued feedback to refine its offerings further. Users are invited to share their suggestions and complaints through the National Suggestions and Complaints System (Tawasul), the convenient Tawasul mobile app, or by directly contacting the Government Services Center at 80008001. This commitment to user-centric development is vital for maintaining and improving satisfaction levels. The study findings directly inform updates to the National Portal and the expansion of new online government services.
Looking Ahead: Continued Improvement of eGovernment Services
The 2024-2025 CSI study is a testament to Bahrain’s successful strides in digital transformation. An 84% satisfaction rate offers a strong foundation for future development. However, the iGA remains committed to ongoing enhancement, utilizing study results to identify areas for improvement and expand the scope of available government online services.
By prioritizing user experience, simplifying procedures, and embracing advancements in technology, Bahrain is not only making government more efficient but also more accessible and user-friendly for all its citizens. The full study results are readily available on bahrain.bh, demonstrating a transparent approach to service improvement and inviting public participation in shaping the future of digital governance in the Kingdom. We encourage all residents to explore the portal and provide their valuable feedback.
