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Customer Service Excellence Award for customer support via Tawasul

About the award

The Tawasul Customer Service Excellence Award is presented by His Royal Highness Prince Salman bin Hamad Al Khalifa, the Crown Prince and Prime Minister to top-performing government entities participating in the National Suggestions and Complaints System (Tawasul) that meet specific criteria.

The government places great emphasis on providing the best services to citizens and continuously enhances its offerings. This is in line with the directives of His Majesty King Hamad bin Isa Al Khalifa to further national development and progress.

The award aims to improve the quality of government services and motivate government entities and their employees to enhance their communication with customers and the user experience. It fosters competitiveness among government agencies to achieve the highest levels of service and respond to the needs and requirements of citizens.

The award’s criteria include a set of requirements and conditions that must be met in customer interactions over the course of a year. These criteria encourage innovation and excellence in providing government services and help to strengthen trust between the government and citizens.

Award criteria

  • Commitment of the government entity to respond within the allocated period.
  • Achieving a high percentage of customer satisfaction when it comes to replies.
  • The percentage of cases reopened three times is low.
  • The percentage of cases closed forcibly is low.

Government entities that won the award