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Introduction

With the intention of building a more inclusive society and fostering community engagement to participate in the decision-making process, the Information & eGovernment Authority calls for public opinions and participation in the design as well as delivery of eGovernment services, channels and business operations through the regularly updated poll questions which also welcome other national initiatives for further public involvement. Outcomes of poll questions are significant contributions to authority’s improvement plans and action lines.

What is your desired channel of communication, if you wished to contact us?

Options
Number of Votes
Percentage

Complaints system

45

13%

National Contact Center 80008001

122

36%

Live Chat

103

31%

Social Media

44

13%

Blog

17

5%

Total Number of Votes: 331

November 2013

Actions Taken: It was important to reach customers at their preferred channel of choice. Hence after noting the results the Live Chat software has been upgraded:

  • extending it working hours  till 10:00 PM.
  • Establishment of ‘Back-office’ for the national contact center, which manages & filters calls to speed-up the process of complaints resolution. 

How often do you visit the Bahrain.bh website?

Options
Number of Votes
Percentage

Everyday

575

28%

Once a week

275

13%

Once a month

320

16%

Not on a regular basis

820

41%

Total Number of Votes: 1990 

October 2013

Actions TakenMarketing campaigns for existing & new eServices are continuously promoted to increase the public awareness of bahrain.bh via different digital mediums.

What type of services would you like to see more of on the portal?

Options
Number of Votes
Percentage

Payment

402

31%

Information

192

15%

Registration

190

15%

Complaints

109

8%

Appointments

370

29%

Total Number of Votes: 1263

April 2013

Actions Taken: More payment services were offered from government & private sectors, e.g. University of Bahrain course fees payment, mobile bill payment. In addition, The Identity Card services has been revamped.

I do most of my transactions /eServices through:

Options
Number of Votes
Percentage

eGov portal Bahrain.bh

543

66.2%

Mobile portal Bahrain.bh/mobile

119

14.5%

National Contact Center 80008001

64

7.8%

eServices Centers & ekiosks

94

11.5%

Total Number of Votes: 820

February 2013

Actions Taken: While bahrain.bh has been continuously maintained and improved, efforts has been placed to promote mobile apps & the national contact center as convenient channels to use eServices.  The mobile portal is planned to be removed and replaced by the newly revamped bahrain.bh portal and mobile apps. In addition, Kiosks have been totally revamped and improved. 

How useful do you find the mobile apps provided by eGovernment?

Options
Number of Votes
Percentage

Very Useful

1810

21%

Useful

336

4%

Not useful

5835

69%

Don’t Know

381

4%

Total Number of Votes: 8362

August 2012

Actions Taken: In December 2012, a focus group was conducted to assess the awareness and satisfaction of eGovernment customers with the mobile applications provided, and to determine what the public expected from these applications. The results of this focus group helped identifying problems with current mobile applications. Currently, the mobile app is an independent platform and contains many related services. E.g. improvement of eTraffic mobile app, Electricity and Water Services app