Senior Director of Professional Development at the Institute of Public Administration (BIPA) Mrs. Ghada Shna’ah stated, at the end of the customer service program, that graduation projects presented by the trainees were distinct and aimed at improving customer service, in addition to promoting a culture of excellence in customer service in the public sector, where the institute launched this program in cooperation with the eGovernment Authority to raise the level of service performance and to develop strategies that contribute to bolstering service excellence in various government ministries and agencies, in line with the 2030 vision of the Kingdom of Bahrain and the relevant strategic initiatives thereof.
Mrs. Shna’ah added that nearly 85 projects were presented in order to improve customer service, through the development of service delivery or the followed procedure at the institutions, furthermore; each trainee participated in the program received, after meeting graduation prerequisites, a certificate from BIPA accredited by the British Institute of Leadership and Management (ILM), where each trainee carried out a presentation at the end of the program explaining his role in the development of a service or procedure which he/she used to do earlier, highlighting the results of this change and the impact that resulted thereupon.
In regard to the most recognizable project in the first level of the program (Customer Service in the government sector – Service), Mrs. Shna’ah stated that – the projects presented by the trainees were from the following institutions: the northern region municipality entitled: “facilitating and documenting electricity requests”, Ministry of Transportation entitled: “internal tenders processing system”, Central Informatics Organization (CIO) entitled: “developing NOC section – Network Operations Center” at the CIO, Ministry of Works under the title: “a project on improving customer service in the public sector”, and the fifth project submitted by the trainees from the Survey and Land Registration Bureau, under the title: “developing technical support service in the information systems directorate”.
On a related matter, the most outstanding project in the second level of the program (excellence program in the management of government services – Excellence) was the project of the Ministry of Municipalities and Agriculture engineers under the theme: “Amending the mechanism of simple building permits to reach customer satisfaction”, where the team of engineers focused their attention on attaining readiness necessary to achieve customer satisfaction, and from this goal, the building permits team sought to review regulatory requirements and mechanisms for receiving applications, and the stages of the process for the issuance of permits to identify weaknesses and imbalances, through studying some practical and realistic cases and reviewing the relevant reports and researches.
The team gained access to a mechanism that contributes to shortening possible sides of applications receiving mechanisms, facilitating the process for applicants, reducing the periods of permits issuance, and that the priority is always given to the applicants in such a way that contributes to reaching customers and applicants satisfaction. Post-application results showed that productivity rose significantly in the issuance of such permits, where the period of permits issuance decreased to its minimum and the one-day productivity, out of the received applications, increased to its maximum.
it is worth mentioning that the customer service program offered on two levels, the first level (service), which targets all workers in the first row, either directly or indirectly, will be placed again on the 28th of next August, while the second level (excellence) which targets heads of departments, sections’ heads, and customer service supervisors in the public sector, will be introduced again on the 18th of next September.