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H.E. Dr. Raed Mohammed Bin Shams, Director General of the Institute of Public Administration (BIPA), stressed that the forward-looking governmental approach of His Royal Highness Prince Salman bin Hamad Al Khalifa, Crown Prince and Prime Minister, May God bless him, has made the development of government services provided to citizens a key priority by increasing their speed of delivery, quality and efficiency, making them innovative services that keep pace with the requirements of the current phase and emulate the ambitions of the future phase, therefore raising the efficiency of the institutional performance of the government sector in order to achieve sustainability in various sectors and increase competitiveness of the national economy. Dr. Bin Shams thanked His Royal Highness the Crown Prince and Prime Minister, May God bless him, for honoring the Institute of Public Administration (BIPA) among the other government agencies that won the 2021 Customer Communication Excellence Award via the the National Suggestions and Complaints System "Tawasul", for the fourth consecutive time. Dr. Bin Shams further explained that the national system of Suggestions and Complaints "Tawasul " is a clear and fundamental reflection of the ambitions of His Royal Highness the Crown Prince and the Prime Minister, May God save him, in making the citizen's satisfaction with government services a key pillar of institutional work, in order to raise the levels of satisfaction and making it the actual indicator of measuring the success of government work, and achieving government outputs, which are mainly aimed at meeting the needs of the citizens, providing projects, initiatives and development plans that live up to their aspirations, and even precede future changes and transformations. Dr. Bin Shams pointed out that the keenness of His Royal Highness the Crown Prince and The Prime Minister, May God save him, to continue honoring the winners, reflects his pioneering view aimed at providing a competitive government environment, the enhancement of performance and increase the quality and efficiency of the outputs provided, and work to achieve institutional sustainability. Adding that all government agencies today have taken into consideration the standards of evaluation, and respond as quickly as possible to the observations and suggestions received from citizens, towards meeting their needs and enhancing the level of services provided.