Dr. Khaled M. Batarfi

I have just received an email from the Interior Ministry with a questionnaire, regarding its electronic services.



A week earlier, I had a text message informing me that my request has been received at Jeddah “Reception and E-Services Center.” And yesterday, a second SMS arrived to inform me that my file has arrived at the Interior Ministry in Riyadh and provided me with a reference number, a website and free 800 number to track its progress.



I can hardly believe that these advanced services are provided in Saudi Arabia, today. The E-Government was a dream since its inception in advanced countries, a decade ago.



Today, we enjoy the reality of that dream in many applications, in both government and private sectors. The winner, I believe, among all state departments is the Interior Ministry, and not only in e-services, but also in traditional ones.



Its Jeddah reception office is a good example. It is situated in a prime location and the ground floor of a stately building on the King Road. Its design is styled more like banks than government offices, with open space and glass walls  overlooking the highway.



There is a zero congestion outside and inside, with walking-in “customers” received at once by well-trained receptionists, authorized to advise on procedures and take in your request, register it in the electronic system, and give you a card explaining how to track your request online or by calling a free number.



All in all, it took me less than ten minutes to finish since I came through the door. It was quite an accomplishment, even in comparison to bank services—considered the best in Saudi.



Another good experience with the Ministery’s services was when a relative had to call the police to help him with his psychologically disturbed son. Within seven minutes, two cars arrived, using GPS location, as transmitted by the caller’s mobile. There was enough time for the son to escape in his car, but not far enough for them to catch up with him.



They treated the young man with kindness and kept him locked as they called in the Red Crescent and waited for them to arrive an hour later. Then, they escorted him to the mental health hospital.



Ten minutes, after his call, my relative received an automatic call from the police call center asking him to rate their service from 1-4. He smiled as he chose 4, for best and fast, and asked me in amazement: “Is this really happening? I wish there was a higher number to give them!”



Today, many time-consuming services are done online or over the phone. Passports, national and residency IDs are renewed via the Internet or the many offices and self-service machines located in shopping malls.



Similar services are provided by other state departments, such as the ministries of Justice, Labor, Foreign Relations, High Education and major cities municipalities. But none are even close to the extensive services provided by the Interior Ministry.



What prevent other public departments from doing the same? Why couldn’t the Health Ministry, for instance, make life easier for us, by providing more sophisticated services? 



Thanks Prince Muhammad Bin Naif, Minister of Interior, for leading the way and giving a good example on how to run an E-Government. I hope other ministers and managers will follow his lead and provide us with higher quality services, using latest communication and customer care tools and techniques.



Now to your comments, dear readers, about my last column “Suzan marries a man from Iran.”



Free choice



“In your last five Op-Eds, you tried to bring to light the problems that Saudi men and women and their foreign partners face. In my opinion, life partnership should be left as a matter of choice. Control by parents, society, and government can only be counterproductive.” Faiz Al-Najdi



Equality



“Islam teaches equality, irrespective of caste, color or creed.” Arif Ahmad



Immorality



“I doubt that such story is true because no Saudi family will accept a handsome male as a friend to their daughter but reject him as a husband. In my opinion, such story should not be encouraged because it leads to immorality and it will make people hesitate to send their daughters abroad.” A N



Single nation



“Muslims are one single nation—there is no special privileges and rights for blue blood—Arabs or non-Arabs. Racial attitude may destroy happiness and marriages only if love is absent.” Mohammad Jamir Haider Babla



Universal Islam



“What being Arab has to do with being Muslim! Islam is for human beings anytime, anywhere!! What is represented here is a completely political and law- making issues.” JJ Larouch



Europeans



“Muslim men marry Europeans to get their nationality. Here in the Land of Islam, a Muslim cannot marry a Saudi girl! How come?!” Sohaib Ahmed



– Dr. Khaled Batarfi is a Saudi writer based in Jeddah. He can be reached at: Kbatarfi@gmail.com Follow him on Twitter: @Kbatarfi