Tamkeen receives the 2021 “Customer Service Excellence Award” for its work on ‘Tawasul’
The Labour Fund (Tamkeen) received the 2021 ‘Customer Service Excellence’ Award for its performance on the National Suggestions and Complaints System (Tawasul). The award ceremony was held under the patronage of His Royal Highness Prince Salman bin Hamad Al Khalifa, the Crown Prince and Prime Minister on Monday. Along with Tamkeen, HRH Prince Salman honoured various government agencies for their distinguished performance on the Tawasul platform over the past year. The awarded government bodies responded to complaints and suggestions submitted through Tawasul, in a speedy and efficient manner, meeting the set evaluation criteria by the Government.
His Excellency Sh. Mohammed bin Isa Al Khalifa, Chairman of the Board of Directors of Tamkeen, highlighted the government’s efforts in improving the overall quality of public services, while ensuring that best-practice is applied through direct communication with beneficiaries.
The Chairman said, ” Tamkeen commends the government’s efforts to continuously develop its services, and we will continue our approach of ensuring both our individual and enterprise customers remain at the core of our priorities. Being recognized for this award demonstrates the commitment and positive spirit within Team Tamkeen. We are very proud to see how organizations across government have improved the overall customer experience and we welcome the various national initiatives that help enhance services.”
Speaking on the occasion, Tamkeen’s CE Husain Mohamed Rajab, affirmed that the award is the result of Tamkeen’s efforts and commitment towards providing customers with the highest standard of service. He said, “We will continue to provide exceptional services to all our customers, having already worked to improve our channels of communication to address their feedback with speed and efficiency. We have diversified our service centres by offering a virtual service center, alongside our branches, and the results of our efforts are demonstrated through this award. Over the past two years, we were able to reach a service rate of 100% and we responded to all 1,150 inquiries, suggestions, and complaints received through Tawasul in 2021.”
Tawasul is an essential eChannel which enables citizens and residents to directly share their complaints and suggestions with government entities within Bahrain. The platform ensures that these submissions are attended to through a dedicated team and according to pre-set performance indicators and timeframes. This ensures that customer concerns are addressed in a timely manner and helps improve overall services provided to citizens and residents.
It is important to note that Tamkeen continues to develop its programs and services according to its current strategic direction which focuses on driving high impact for the national economy and which include the launch of 16 programs which target individuals and enterprises, as well as the introduction of a new online portal.
Tamkeen has received a number of local and international awards in various areas related to customer service. Tamkeen received the Golden Award for two years in a row by the Government Service Centre Evaluation Committee (Taqyeem), and has twice won ‘Best Government Call Centre’ at the INSIGHTS Middle East Contact Centre Awards.