Tajawob platform: Meeting held to address enhancing customer interaction
This marks the first such meeting since the official launch of the national platform for suggestions, complaints and reports, 'Tajawob', last February. The platform serves as a technical tool supporting the government's system in handling complaints, suggestions, reports and inquiries.
This step comes as part of supporting digital transformation and improving the efficiency of operational methodologies adopted in tracking customer interactions with government entities. The system for receiving and processing requests represents a well-established approach in government work and a fundamental pillar in enhancing service quality, transparency and accountability.
The meeting showcased several institutional experiences that demonstrated progress in activating the platform. Among the most notable was Muscat Municipality's experience, which successfully linked its call centre to the 'Tajawob' platform, enhancing integration across reception channels and accelerating processing times. The Royal Oman Police also presented its experience in handling reports immediately and strengthening coordination between field departments and monitoring centres, achieving high performance levels.
Additionally, the meeting included an extended dialogue session where representatives from participating institutions discussed a number of initiatives and development proposals aimed at improving the platform's operational efficiency, standardising procedures, documenting successful experiences and disseminating best practices — with a focus on leveraging operational data to support decision-making and improve response indicators.
According to statistics published on the platform's website as of the end of June 2025, government entities received more than 46,000 requests through 'Tajawob', including complaints, inquiries, suggestions and reports, covering over 3,500 government services. This reflects growing public confidence in official institutional channels and an increased level of engagement with government entities.
This meeting underscores government institutions' commitment to enhancing integration and coordination in applying approved methodologies for managing customer interactions through modern operational tools like the 'Tajawob' platform. The platform helps unify reception channels, improve classification and processing efficiency and enhance follow-up and response quality — aligning with national efforts to improve public services and institutionalise a culture of interactive governance and community participation. — ONA
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