Customer Charter
|
|
|
|
|
|
|
|
|
|
|
• Vision:
The Ministry of Education (MOE) seeks to reach a qualitative development for an educational system characterized by high degree of quality to achieve excellence, proficiency and creativity, emanating from our Islamic region's lofty principles and values. Bahrain believes in a wider human interaction with world civilization and its belonging to the Arab nation as stated in the kingdom's constitution. This aims to achieve the requirements of sustainable development that conforms with international standards.
|
|
|
|
• Mission:
We aim to provide educational opportunities for every citizen to enhance his readiness, abilities and skills by drawing up educational plans. Their implementation and evaluation in a bit to meet the requirements of comprehensive quality to upgrade the quality of education and its effectiveness in accordance with international standards as stated in education law, higher education law and private education law in the kingdom of Bahrain.
|
|
|
|
• Customers:
All citizens and residents in the Kingdom of Bahrain.
|
|
|
|
• General Standards:
We will provide accurate and correct information on all the ministry's services via various communications channels, some of which are electronic on the ministry's site www.education.gov.bh and on the kingdom of Bahrain electronic gateway www.bahrain.bh. These services will be available on electronic site 24/7.The non electronic services will be available at the ministry's different directorates during the official working hours from 8.a.m. till 2 p.m. except on Fridays and Saturdays and the other public holidays in the Kingdom of Bahrain.
|
|
|
|
Introduction to Services |
|
|
|
|
|
|
|
|
Service Name |
Customers |
Channel of Delivery |
Service Levels |
| Reading Inside the library |
All Library users
|
Inside any Public Library
|
1. Libraries are open for the public from 7 am till 8 pm as from Sunday till Thursday. On Saturdays, they are open from 7 am till 12 o'clock. Libraries are closed on Fridays and public holidays. During the holy month of Ramadan, Libraries are open from 8 am till 5 pm all weekdays except Fridays.
2. Readers will be provided good environment in the reading hall in terms of seating and lighting arrangements. Audio-visual materials provided will be in good condition.
3. Readers can take assistance of the librarian or library computer to search for books.
|
| Reservation of books
|
All those who carry the C.P.R. (ID) or the smart card in the Kingdom of Bahrain
|
National Portal of Kingdom of Bahrain ; Physical visit to Public Library
|
Electronic reservation of Books
1-The service is available through the national portal www.bahrain.bh round the clock i.e. 24/7.
2-The librarian will confirm your reservation by notifying you by phone or email .
3-You should collect the reserved book within 24 hours from the date of receiving the reservation confirmation by the librarian.
4. When the date of return for the book approaches, the specialist will email you to remind you to return the book or renew its borrowing.
Reserving a book inside the library:
You could reserve book when you visit any public library during the official working hours with the assistance of the librarian or the library employees.
|
| External Borrowing - Borrowing sources of information(book and audio visual materials)
|
Anyone who carries a CPR(ID) or smart card in the Kingdom of Bahrain; Registered Membe
|
Available in the public libraries
|
This service is available during the official working hours of the public libraries.
For the first time external borrowing the customer should obtain a membership card by filling a form that requires his / her photograph and a copy of his/her CPR(ID) or the smart card. The registration is done immediately. and then the book can be borrowed.
1-The borrower has the right to borrow two books only at one time and for two weeks only.
2-Reference books, rare books or the manuscripts, university dissertations and all other valuable materials deposited in the central library are not available for external borrowing.
3-Periodicals currently in use in the reading hall are not available for external borrowing unless they are replaced by new copies.
4-Institutes and other organizations in the country can borrow a host of books as per the agreement between the Director of Public Libraries Directorate and those institutions.
Borrowing the audio-visual materials:
The audio visual materials comprise the following:
-CD’s.
-Music Tapes.
-Language learning cassettes.
-Video cassettes.
-Transparencies.
-Paintings.
The registered members can borrow the audio-visual materials at a rate of one CD or one painting at a time.
The borrowing duration is for two renewable weeks unless those items are requested by other parties.
|
| Photocopying
|
All library users
|
Inside the public libraries
|
This service is available during the official working hours of the public libraries.
The user needs to pay for this service based on the number of pages / size of the page photocopied.
|
| Enquiries
|
Any enquirer
|
On e-mail or by phone
|
e-mail for public libraries:
dir.libraries@moe.gov.bh
-Public libraries directorate
Phone No:+97317231105
Fax: +97317274036
During working hours.
-Head of branch of public libraries:
Phone No: 17278811
Fax:17231244
-National bank of Bahrain
Public library at Muharraq
Phone No: 17320017
Fax:17331035
-Arad Public library:
Phone No: 17672440
Fax:17465973
-Al Hidd Public library
Phone No: 17671561
Fax:17465972
-Jid-Hafs Public library
Phone No: 17590063
Fax:17590718
-Sitra Public library
Phone No: 17730463
Fax:17732452
-Isa Town Public library
Phone No: 17680058
Fax:17685312
-East Riffa Public library:
Phone No: 17771018
Fax:17774903
|
|
|
|
|
|
|
|
|
|
|
|
|
Service Name |
Customers |
Channel of Delivery |
Service Levels |
| Registration of the students for scholarships and grants.
|
Bahrainis Secondary schools graduated students from the government schools with 90% and above marks.
|
MOE portal.
|
1. Scholarship announcement will be published online and in Arabic newspapers one week before last date of registration.
2. 100% availability of information on the MOE portal and newspapers.
3. Scholarship plan and forms will be available three days before the registration
4. The process of the scholarship registration will take three days.
5. Names of the selected students will be published on the portal and in Arabic newspapers after one week from last date of the registration.
6. For any complaints please correspond with Scholarship Directorate.
|
|
Registration of the students for scholarships and grants. |
Bahrainis Secondary schools graduated students from
the government and private schools with 90% and above marks |
Assigned committee for registration. |
1. Scholarship announcement will be published online and in Arabic newspapers one week before last date of registration.
2. The time required to fill the registration form will be around 10 minutes.
3. 100% availability of complete information on the help desk.
4. Scholarship plan and forms will be available three days before the registration
5. The process of the scholarship registration will take three days.
6. Names of the selected students will be published on the portal and in Arabic
newspapers after one week from last date of the registration.
7. For any complaints please correspond with Scholarship Directorate.
|
|
|
|
|
|
|
|
Service Name |
Customers |
Channel of Delivery |
Service Levels |
| Registration for diverse educational and training community service programmes
|
Bahrainis who are 15 years and above and have a CPR(ID) or smart card.
The Non-Bahrainis who have a valid residence permit during the training programme
|
Directorate of Continuing Education at Isa Town.
|
1.The information regarding the educational programmes will be announced in local press and on radio with details of fees, the schedule, the venue of the programme and the number of hours allotted to it. One month before the start of the program
2.Those wishing to avail the service have to fill the registration form for a specific programme and pay the fees. Registration forms will be available at the directorate’s building and the payment will be in cash.
3.The customer will be contacted to notify his/her of his/her acceptance in case the fees are paid according to the schedule stated either on email/sms or by phone. a week before the start of the programme.
4. In the event of delay or cancellation of the program by the Department be notified two days before the Co-date announced for the start of the program through media defined. Are entitled to recover customer tuition fees in full, within one month (to inquire about any information being revised buildin management specialist registration
5- In the event their desire to postpone the co-participation or withdrawal from the program before started a week. entitled to recover the registration fees in full, after one month from the date of withdrawal, the withdrawal form to fill in the administration building facility with the original version of the balance payment of fees.
6-In case the programme is cancelled or postponed within one week before started, the participant will receive a full refund, but he/she has to come to the Directorate of Continuing Education to fill withdrawal form facility with the original
|
| Enquiries
|
Any enquirer
|
By phone
|
Enquirer can contact the Directorate on following phone numbers during the working hours: 178788685-17878695-17878692-17878751
|
|
|
|
|
|
|
|
Service Name |
Customers |
Channel of Delivery |
Service Levels |
| Registration of expatriate students in primary state-run schools
|
Parents
|
School close to the place of living
|
his service is available from 8 am till 12 noon on all working days of the school.
2-Registration form will be available at the school.
3-Registration will be made at schools on the same day of submitting the application if requisite terms and conditions are met.
4-The form will be renewed annually.
|
| Registration of students transferred from private schools.
|
Parents
|
School close to place of living
|
1-This service can be availed in September month of every academic year from 8 am, to 12 noon on working days of the school.
2- Registration form will be available at the school.
3-Registration will be made at schools on the same day of submitting the application
if requisite terms and conditions are met.
4-The students from non-Arab expatriate communities will have to appear for a placement test.
5- The form will be renewed annually.
|
| Registration of new students of school age in first primary grade
|
Parents
|
School close to place of living
|
1- This service is available during the registration period from 8 am till 12 noon
on working days of the school.
2- Registration form will be available at the school.
3-Registration will be made at schools on the same day of submitting the application
if requisite terms and conditions are met.
4- The form will be renewed annually.
|
| Registration of new entrants who were born in January in first primary grade
|
Parents
|
School which have extra seats to accommodate children who were born in Jan
|
1-This service is available during the specified period to receive the upgrading applications, from 8 am till 12 noon on the working days of the school.
2-The form for the upgrading application will be available at the school.
3-The application will be accepted on the spot. The student will be upgraded on condition he/she has successfully passed the prerequisite exams to be held at definite times.
4-The form will be renewed annually.
|
| An Application to transfer a student from a state-run school to another state school
|
Parents
|
The school the student wants to join, and the school the student is currently enrolled at.
|
1-This service is available in September month of every academic year from 8 am
till 12 noon on the working days of the school.
2-The form for transfer applications will be available at the school.
3-The application will be accepted on the same day of submitting it if this was in the interest of the student or his parents and also if requisite terms and conditions are met.
4-The form will be renewed annually.
|
| Enquiries
|
Parents
|
By Phone
|
For more information, Parents can contact on the following phone numbers: 17783106/17873434/17783350
|
|
|
|
|
|
|
|
Service Name |
Customers |
Channel of Delivery |
Service Levels |
| Online Exam Results
|
Graduated students from intermediate and secondary schools (Government Schools only)
|
MOE Portal & eGov Portal
|
Availability of the service:
1. This Service is available 24x7 to all students on the MOE website (MoE website URL) in addition to www.bahrain.bh
2. This service is available in June every year.
3. We will publish the results of examinations within one week from the date of the last test.
4. Only the accumulated GPA will be published without any details.
Accuracy and Quality of information:
We will provide 100% accurate information to the students regarding the exam results.
Grievances:
If you have any concerns and issues on the exam results, follow the grievance redressal process.
|
|
|
|
|
|
|
|
Receiving Complaints from the public
|
Through a unit called (The Reachout Unit with the Public), public relation is interested in receiving complaints from the public: students, parents, teachers, school administrators and the ministry's personnel. The Reachout Unit with the public receives complaints via three media channels:
1-local press
2-Radio
3-Hotline on phone number:17873444.
You can contact Specialist of the Reachout Unit with the public through the following
channels:
Contact Person: Nadia Isa Al-Yassi , Specialist
• Hotline no. : 17873444
• Fax No.: 17873562
• Email:complain@moe.gov.bh
Also, complaints addressed to HE the Minister of Education can be submitted at Isa Town, Building No.1 .In this case, the complainant should handover his letter of complaint in an envelope. The letter should contain subject of the compliant, some personal information; his/her contact no. so that the reply can be communicated.
The Reachout Unit with the public will keep all information obtained confidential and the complainant shall remain anonymous.
Following are the steps taken after receiving the complaint via any mass-media channels:
In case the details of the complaint were received from (local press, hotline.radio,email or fax):
1-The complaint will be written down in a memo and addressed to the source that published that complaint as there are different memos to be sent to the local press, radio station and hotline..etc.
2-After editing the appropriate memo, the complaint will be referred to the directorate concerned at the ministry for investigation.
3-After receiving the reply from the directorate concerned, a specialist will then hand the reply over to the complainant. If the complaint was received on the hotline, the complainant will be contacted and given a verbal reply. If the source of the complaint is local press or the radio, the reply will be delivered in writing.
|
|
|
|