Al-Amn Magazine

courses. She explained that the «5-Rating» criteria were the starting point for developing performance and charting a roadmap for institutional improvement. She noted the directives and continuous follow-up of His Excellency the Minister of Interior, which played a fundamental role in overcoming challenges and providing a supportive environment for excellence. She indicated that the most prominent challenges were technical, due to the systems being linked to external networks. However, advance planning helped overcome these challenges. Digital technologies also contributed to improving service quality and enabling customers to complete their transactions remotely, whether through payment channels or modern platforms. Regarding measuring customer satisfaction, the Director General of Customs Clearance and Services explained that this is done through questionnaires and performance indicators that include speed and accuracy of completion, in addition to training initiatives that include field visits and courses in best practices. She emphasized the ongoing pursuit of the Platinum category, using artificial intelligence and a complete transition to self- service. Smart services Deputy Chief Executive Officer of the Statistics and Population Registry Sector Duaa Sultan emphasized that the ID Card Centre’s Muharraq Branch winning the Gold Rating for the fourth consecutive year represents a national achievement that reflects the Authority’s commitment to providing smart services based on the latest digital solutions. She praised the support of the leadership, headed by His Majesty the King, may God protect him, and the support of His Royal Highness the Crown Prince, Prime Minister, may God protect him, and the instructions of His Excellency the Minister of Interior. She emphasized that the stimulating regulatory environment and the recognition of cadres contributed to consolidating a culture of excellence. She noted that the «Taqeem» programme focussed on the standards of leadership, planning, efficiency, and customer satisfaction and facilitated continuous improvement and real- time self-evaluation. She indicated that the ID Card Centre, Muharraq Branch, implemented a package of innovations, such as real-time indicator screens, self-service platforms, and electronic services for citizens abroad, which contributed to facilitating procedures and increasing customer satisfaction. The Deputy CEO of the Statistics and Population Registry Sector emphasized that the success was not the result of a single initiative, but rather a series of improvements, including the launch of the new identity card, simplified reservations, data linkage, and the provision of immediate services for the elderly and people of determination. Satisfaction is measured using advanced digital tools, with direct communication and proposal analysis activated. Duaa Sultan Dr. Shaikha Rana bint Isa Al Khalifa, Vice Chairperson of the Electronic Service Center Evaluation Committee, receives the Golden Shield from the Muharraq Identity Card Center.