Meeting addresses means of enhancing customer interaction system through Tajawob platform

Times of Oman

a day ago

Muscat: The first "Response and Integration" meeting was held on Tuesday with the participation of more than 130 employees from central and executive teams across 56 government institutions.
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 center 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 centers, 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, standardizing 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 institutionalize a culture of interactive governance and community participation.