In response to cases received via the National Suggestions and Complaints System ‘Tawasul’, the Information & eGovernment Authority (iGA) added more features and services that facilitate the delivery of online requests via the national portal ( – resulting in completion of requests at shorter periods of time. Due to such enhancements, the latest results presented 8% growth in online usage within the first quarter of 2018 in comparison to the previous quarter.

ID Card & Population Registry Director at iGA Sh Subah bin Hamad AlKhalifa stated that these enhancements came in response to Tawasul’s received feedbacks and comments; stressing the commitment of implementing the directives of HRH Prince Salman bin Hamad AlKhalifa – the Crown Prince, Deputy Supreme Commander and First Deputy Prime Minister – to develop performance of services in government entities by raising quality and accessibility of provided services as well as promptly responding in a timely interaction on the feedback.

Some of the enhancements of ID card services included the Family Services that enable the head of family and all family members to conduct any transaction (related to the ID card) such as renewal of IDs, issuing lost or newborn cards with capability of updating contact details and enquiring on status of all family member requests whether for the wife, unmarried children or domestic workers recorded under the sponsor’s name. The mother may also conduct any ID card related to service for her unmarried children or domestic workers recorded under her name via this service.

In addition to ability to electronically edit the attached photo, possibility of entering them accurately, adjusting their sizes in accordance to their requirements and criteria of accepting the photo – all resulted in completing requests in a timely manner.

New optional features have also been added such as electronically issuing a lost ID card or issuing a card using the previous photo under the condition that the card is not older than one year. New enhancements also included booking an appointment out-of-which available timings are more clearly distinguished to avoid waiting in long queues.

Users may benefit from Tawasul through the national portal at or the mobile app available via where several features can be accessed such as easily sending suggestions or complaints to government entities as well as ability to attach documents in less than 30 seconds. Then follow complaints by the provided reference number along with customers feedback sent to Tawasul users on their cases.