Manama: As part of ongoing government efforts to enhance service quality and re-engineer public services, the Electricity and Water Authority (EWA) has upgraded its monthly fixed payment registration service through the Benefit application. The digital enhancement aims to simplify subscription procedures, improve customer experience, and provide more efficient and user-friendly digital channels for completing transactions.
According to Bahrain News Agency, the enhanced service reduces processing time from four working days to an instant procedure through full automation via the Benefit app. Subscribers can now complete registration electronically without needing to issue or sign an agreement or wait for bank confirmation. The enhancement has resulted in a 100% reduction in service-level agreement requirements and the elimination of all supporting document requirements.
Ahmed Najeeb Al Jamea, Director of Customer Services at EWA, stated that the enhancement is part of the authority's ongoing efforts to adopt innovative digital solutions that simplify procedures and improve service efficiency, thereby contributing to easier access to government services and a more seamless customer experience.
He further mentioned that the development involved a complete re-engineering of the service process, including the removal of several previous requirements and procedures, as well as the standardisation and updating of service information across all electronic channels. These measures help reduce the time and effort required from customers while enhancing the quality of digital services.
Al Jamea highlighted that the monthly fixed payment service enables customers to pay a fixed amount throughout the year, calculated based on their average consumption. This helps distribute consumption costs more evenly across the year and reduces fluctuations in payment amounts between different seasons.
As part of wider government efforts to develop and re-engineer public services, more than 1,300 government services have been documented, translated, and published. Around 800 services have undergone development and re-engineering across various government sectors, based on suggestions and feedback received through the national suggestions and complaints system, Tawasul, investor feedback, and government service mystery shopper reports.
The initiative has also included the introduction of service guides and service-level agreements, contributing to greater procedural efficiency, improved service quality, enhanced user experience, and support for the government's digital transformation agenda.