Thursday, November 2, 2017

Bahrain Works Ministry gets 309 reports in Q3

The number of applications and complaints directed to Bahrain’s Works Ministry via the National Complaints & Suggestions System ‘Tawasul’ during the third quarter of this year amounted to 309 reports, said a top official.

Communications Director at the Ministry of Works, Municipalities Affairs & Urban Planning Fahad Buallay explained 111 reports were received for the Northern Governorate, 90 for the Southern governorate, 86 for Muharraq and 51 for the Capital Governorate. Another 52 reports were related to infrastructure services in the Kingdom.

September attracted the highest number of reports; with 154 reports, after which came August with 126 reports and then July with 110 reports. 274 reports covered the Roads Sector and 70 covered the Sanitary Sector. The Communications Directorate transferred 33 reports to other concerned government entities and detected 11 repeated reports. The Directorate responded to 3 urgent reports, and 343 non-urgent reports. All reports were fully responded to with a100 per cent coverage.

According to Buallay, the National System (Tawasul) ranked first as a means to communicate with the Works Affairs of the Ministry, by a percentage of 57 per cent, after which came the phone with 37 per cent and newspapers with 4 per cent of the total number of reports.  The number indicates citizens’ satisfaction with the system and their positive approach towards staying in touch with other services electronically.

In response to directives from His Royal Highness Prince Salman bin Hamad Al Khalifa, the Crown Prince, Deputy Supreme Commander and First Deputy Prime Minister, the Communications Directorate is keen to maintain the bilateral interaction available in the system, which provides owner of the report with the hotline of the concerned party in the event of detecting reports that belong to other government entities.

Also, the applicant is directly contacted to take his notes or comments when needed, inform him of the expected period of time to respond to the proposal or request if the request is referred to the Studies and Designs Department or the Joint Technical Committees with other service providers. The applicant is contacted once the results are obtained from other directorates, in order to ensure that he is informed of the follow-up process by the specialists until he receives the final response.

The Communications Directorate received many messages and comments reflecting customer satisfaction in this regard. The system provides the feature of receiving customers’ feedback once their applications are responded to. Also, the system prepares monthly statistical analysis of all complaints and proposals according to the Governorate and the type of requests received whether related to the roads or sanitary sectors. This feature aims to detect the most affected areas and locations, study the needs and priorities of those areas for the purpose of implementing new and future projects according to the Ministry’s Strategic Plan.

Citizens and residents can communicate with the Ministry’s Works Affairs via the National Complaints & Suggestions System ‘Tawasul’, which can be accessed and downloaded on smartphones via the eGovernment link – TradeArabia News Service

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