Manama, Kingdom of Bahrain – With a kind invitation from Sheikh Sultan Bin Ahmed Al Qassimi , Chairman of the Sharjah Media council in the UAE , the Information & eGovernment Authority Chief Executive Mr Mohammed Al Qaed attended and participated in the first Sharjah forum for contact centers with the presence of iGA Deputy Chief Executive of Electronic Transformation, Dr. Zakareya Ahmed AlKhajah . The forum was attended by senior government officials from GCC countries, researchers and experts in the development field of call center, customer services data analysis experts and ICT institutions.

Information & eGovernment Authority (iGA) Chief Executive, Mohammed Ai Al Qaed expressed his appreciation to Sheikh Sultan bin Ahmed Al Qassimi, Chairman of Sharjah Media Council, for his generous invitation, stressing that the presence and participation of the Information & eGovernment Authority in this important GCC event comes as a translation of its commitment to the guidance of His Excellency General Sheikh Rashid Bin Abdulla Al Khalifa , the Minister of Interior to strengthen the bonds of cooperation with neighbours in the UAE, especially in the knowledge exchange of experiences and latest developments related in the fields of the communication and technology, drawing visions and future aspirations that contribute to the advancement  of services provided to all customers  , citizens and  residents of both countries.

The iGA CE confirmed during his presentation at the Sharjah Forum for Contact Centers titled ‘National Contact Center… Excellence in Customer Experience’ that customer satisfaction is one the key pillars of iGA’s business, which it strives to achieve through more than 400 eServices that have made Bahraini government services faster and more convenient. He said that iGA continuously measures customer satisfaction levels across all its channels, ensuring that its services meet the highest IT security standards.

Al Qaed reaffirmed iGA’s commitment to the Kingdom’s eGovernment Strategy, which it implements through a range of digital channels including the National Portal bahrain.bh, the Government App Store, Self-Service platforms, and the National Contact Center, which can be reached by calling 80008001. He provided an overview of Silah Gulf which offers independent technical support helping iGA develop the technology sector in the Kingdom.

Al Qaed also covered the unique communication channels that iGA offers which provide direct communication with customers. Among these are live chat services, WhatsApp messaging, the National Call Centre, SMS, and a service communicating via sign language.

Al Qaed added that iGA, in line with the directives of the Kingdom’s senior leadership and its commitment to Bahrain’s Economic Vision 2030 and to its own strategy, keeps pace with the latest technological developments, providing advanced interconnected eSystems, guidance and consultancy services, and a customer database that allows it to improve communication with stakeholders. He said that the availability of qualified Bahraini employees fluent in both English and Arabic as well as sign language, has helped. The iGA is committed to offering eServices in accordance with international standards, which it achieves through providing training courses for its team on the latest technologies and on managing customer expectations.

Al Qaed said that iGA was able to reach a wide range of customers through different digital platforms and improve team readiness and efficiency. This has speeded up replies and transaction processing, all the while ensuring a high level of privacy of government and customer data and improving the customer experience.

Al Qaed concluded his participation by showcasing the most prominent national and regional awards that iGA has won in the contact centers and customer service field, include the United Nations Public Service Award for Government Knowledge Management, the Best Middle East Government Call Centre Award, and others.

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For further information, please contact:
Information & eGovernment Authority
Kingdom of Bahrain
Tel: (+973) 17387575 / 39181405
Email: media@iga.gov.bh 

© Press Release 2020

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