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External Document

Mohamed Abdulaziz Abdulla Assistant Director - eService Delivery 23 rd April, 2014. External Document. Background of Tawasul. National Leadership to view the performance of the government. Strategic Objective to i ncrease society participation and engagement.

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External Document

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  1. Mohamed Abdulaziz Abdulla Assistant Director - eService Delivery 23rd April, 2014 External Document

  2. Background of Tawasul • National Leadership to view the performance of the government. • Strategic Objectiveto increase society participation and engagement • The idea was to have one Complaints Management System for all Governmental entities • Customers must be able to track the progress and provide feedback • Change the culture of complaints to be viewed as means of improvements. External Document

  3. Challenges Prior to Tawasul Customer • Customers found it difficult to track the status of their requests. • Limited service window and service availability. • Few communication channels and inability to provide feedback. • Limited citizen trust on ministry response or action External Document

  4. Challenges Prior to Tawasul Government • No unified system for government complaints, suggestions, and enquiries. • No standardized processes and lack of automation. • Different departments handle cases independently. • No proper documentation for the request handling cycle. External Document

  5. Tawasul Roadmap • In-house Solution using Normalized workflow,with Dashboard facilities. • Three months Pilot as an eService with Ministry of Health. • Obtained feedback and promoted to a Nationwide Complaints Management solution. • Presented the Solution to HRH First Deputy Prime Minister and obtained his Business Sponsorship • eGovernment Authority plays the role of technical consultant and solution implementer External Document

  6. Project Story Board User-Friendly Interfaces Easy Integration Integration to ministry applications Easily accessed by the eGA portal Custom Dashboards ResponsiveDesign SLA based visual indicators Opens in mobile and PDA resolutions Tailor-Made process Using BPR Predictive Analytics Business analysis tools Designed against unique requirements and unified process External Document

  7. High Level Process Lifecycle • Registration of a case The National Suggestions and Complaints Systemallows you to submit enquiries, complaints or suggestions to the Government Entities at any time, day or night. Submissions are sent directly to the relevant government agency. • Status Update • Request Closure and Feedback • Review and Assignment • Corrective Action • Investigation and Root Cause Analysis External Document

  8. High Level Solution Framework Individuals Business Visitors Interaction with Clients Portal Contact CenterCustomer Service • National Suggestions • and Complaints System Responsible Staff in Gov’t Entities Dashboard Training Sessions External Document

  9. Customer National Leadership Ministries/Entities Key Features • SingleEntry Point • Anytime, Anywhere Access • Multi-ChannelSupport • Timely Notification • End-to-EndCase Tracking using eKEY • Customer feedback option • Availability of FAQ • Overall Dashboard including all entities • Track ministry performance against SLA • Custom Reports • IntegratedComplaint Management • AutomatedEscalation based on SLA • Integration with National Contact center • Performance Dashboard • Custom Reports • Internal Alerts & Notification • Secured interface External Document

  10. Solution Rollout Monitor & Refine Concept piloted with two entities Improve process Improve Design Prioritize Entities on National Leadership inputs Stabilize & Enhance Phase 1: Rollout to 11 entities Verify Recommendations More integration Phase 2: Rollout to all entities External Document

  11. Success Factors Dealing with the system as a means to develop and enhance government performance Lifting of the state of satisfaction among dealers Determining the SLA Continuous improvement and development Provide high skill and experience of the staff at all levels Educate customers in various channels of communication on Tawasul External Document

  12. Responsiveness of Tawasul Mobile View Desktop View External Document

  13. Snapshots of System Landing Page Case Registration External Document

  14. Snapshots of System Case Tracking FAQ External Document

  15. Snapshots of System External Document

  16. Snapshots of System External Document

  17. Snapshots of Dashboard External Document

  18. Snapshots of Dashboard External Document

  19. “Advancing Bahrain to New Heights” Thank You External Document

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