National Health Regulatory Authority Bahrain

Key Action	Sub-Actions	Expected Outcome	Due Date
Increase customer satisfaction from 55% to 70% by end of 2025	1. Employee Development: regular training, updated knowledge base, performance reviews 2. Service Re‑engineering: simplify processes, reduce waiting time, digitize services	Customer satisfaction ≥ 70% 90% of calls answered within 20 seconds 100% staff trained Faster, efficient service; better interaction; higher staff competence	31 December 2026
Digitize all services	Convert all customer service processes to online platforms	All services online (100%) Reduced processing time Enhanced accessibility 24/7 convenience	Continuous throughout the year
Performance Monitoring	Monthly and quarterly KPI assessments	Transparent and continuous progress tracking	Monthly and Quarterly
Service Enhancement Review	Comprehensive process review and updates	Improved customer experience and service quality	September 2026

Key Action

Sub-Actions

Expected Outcome

Due Date

Increase customer satisfaction from 55% to 70% by end of 2025

1. Employee Development: regular training, updated knowledge base, performance reviews
2. Service Re‑engineering: simplify processes, reduce waiting time, digitize services

Customer satisfaction ≥ 70%
90% of calls answered within 20 seconds
100% staff trained
Faster, efficient service; better interaction; higher staff competence

31 December 2026

Digitize all services

Convert all customer service processes to online platforms

All services online (100%)
Reduced processing time
Enhanced accessibility
24/7 convenience

Continuous throughout the year

Performance Monitoring

Monthly and quarterly KPI assessments

Transparent and continuous progress tracking

Monthly and Quarterly

Service Enhancement Review

Comprehensive process review and updates

Improved customer experience and service quality