Ministry of Transportation Implements “Tawasul” National Complaints System to ensure Customer Satisfaction

The Ministry of Transportation has been one of the Kingdom’s frontrunners in implementing the new National Complaints System “Tawasul”, in line with the directives of His Royal Highness Prince Salman bin Hamad Al Khalifa, Crown Prince, Deputy Supreme Commander and First Deputy Prime Minster to open direct communication channels with the public. The system, which has been developed by and is being implemented in close coordination with the EGovernment Authority, aims to provide two way communication between Government bodies, citizens and residents with an overall goal to ensure excellence in service provision and performance.

Her Excellency Undersecretary for Land Transport and Post Affairs and Chairman of the Training and development committee at the Ministry of Transportation Engineer Mariam Ahmed Jumaan said that the Ministry has been working closely with the EGovernment Authority to train and familiarize MoT staff with the system and to respond effectively with users as this is an important channel of communication that provides direct interaction with the public.

“MoT’s use of the system has already resulted in tangible benefits as we have been receiving and addressing numerous complaints and suggestions. We have witnessed an increase in the number of system users and queries from companies as well as individuals including both citizens and residents,” said Engineer Jumaan. Despite the large variety in the type of interactions received, ranging from day-to-day operational questions to larger suggestions on improving services, MoT has managed to attain a high response rate of 99% in the past three months of implementation. Complaints have formed around 45% of interactions received, while queries are at 31%. 23% of interactions have been suggestions, and the remaining 1% are cases which are currently being handled. “We hope that we can continue to improve our service provision and to incorporate suggestions where possible. Our main focus is in addressing complaints efficiently and ensuring that we provide users with their required information and find solutions to any problems raised,” said Engineer Jumaan.

Her Excellency stated that the Ministry has been working on implementing the system over the past three months and has so far addressed all of the requests raised by users in record time and within the number of days allotted for response.

The National Complaints system “Tawasul” is an advanced platform designed to track and respond to citizens’ requests and strengthen government bodies’ ability to effectively resolve customer complaints, answer questions and accept suggestions in an aim to elevate customer satisfaction and service beneficiaries. The Ministry of Transportation invites the general public to capitalize on this tool and is committed to providing optimal services to users and responding swiftly to complaints and queries through the Egovernment gateway. optimal services to users and responding swiftly to complaints and queries through the Egovernment gateway.