Latest news with #Tajawob
Observer
01-07-2025
- Business
- Observer
Tajawob platform: Meeting held to address enhancing customer interaction
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 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
Times of Oman
01-07-2025
- Business
- Times of Oman
Meeting addresses means of enhancing customer interaction system through Tajawob platform
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.
Observer
19-06-2025
- Business
- Observer
Break bureaucratic barriers for a smarter future
In recent months, His Majesty Sultan Haitham bin Tarik has led a notable wave of political and economic engagement, marked by official state visits to countries such as Belgium, the Netherlands, Russia and Algeria. These visits aim to bolster Oman's strategic, political and economic interests. They also reflect a broader ambition to expand Oman's horizons, foster dynamic trade relations with the global community, attract foreign investment, and project Oman as a model in the region and beyond. Alongside these diplomatic initiatives, Oman's soft power has been on full display. It played a vital role in hosting nuclear talks between the US and Iran — before they were undermined by Israeli actions — and in facilitating the halt of Ansar Allah attacks on maritime traffic in the Bab al Mandeb Strait and the Red Sea. These accomplishments reinforce Oman's balanced approach to regional instability and global conflict. They also have profound implications for global trade and security. Guided by His Majesty's forward-looking vision, there is an urgent need to translate this high-level economic philosophy into dynamic domestic momentum. This requires a flexible economy that can keep pace with global changes — whether in economic diversification, clean energy transition, attracting technological investment, or elevating the efficiency of public administration to meet these aspirations and generate meaningful job opportunities for Omanis. At the macro level, the national direction appears bold and clear. However, at the micro level, there is often a lack of alignment. Some units within the public service apparatus appear insufficiently responsive or engaged in delivering the agility required for today's dynamic economic landscape. This is particularly evident in sectors such as commerce, electronic governance, workforce nationalisation, and employment. Take agriculture and industry, for example. Business owners frequently raise concerns over high electricity tariffs and the contradictory requirements imposed by various service agencies. Many departments appear to focus on procedural minutiae at the expense of seeing the broader national objective — facilitating business activity, attracting investors, and, most importantly, empowering citizens to thrive in enterprise through enabling legislation and swift responsiveness. This lack of coherence partly explains the establishment of the 'Tajawob' platform, initiated by His Majesty to improve government responsiveness to public concerns. It also reflects the reality behind overcrowded service centres and complaints desks. If government units were already proactive and solutions-oriented, such measures might not have been necessary. Unfortunately, delays and complications remain common, especially in food security and industrial projects. A prime example is how some investors receive land through the Ministry of Housing and Urban Planning (MoHUP), only to be overwhelmed later by excessive conditions, fees, and delays from other agencies. The 'Invest in Oman' portal may boast about streamlined services, but the ground reality often tells a different story. In twenty-first-century Oman, we must move beyond entrenched bureaucracy in some service units and adopt a culture of proactive problem-solving. Our government strategy should reflect the same drive and energy at both the leadership and implementation levels, ensuring that the public and business communities feel the impact of policy reforms through tangible, everyday improvements. We must adopt a fully integrated, transparent, and user-friendly digital government system with minimal fees, making Oman a competitive destination for global investment. This, in turn, will help generate more jobs for young Omanis. There are successful global models to draw upon — Estonia, for example, with its digital ID system that allows citizens to vote, sign documents, pay taxes, and access nearly all government services online. Over 99 per cent of Estonia's government services are available around the clock. The concept of 'e-residency' even allows anyone in the world to register and run a company in Estonia remotely. Their paperless government eliminates outdated issues like unreliable staff attitudes, broken systems and absentee managers. By adopting such innovations, Oman can eliminate unnecessary delays and align its administrative practices with its bold economic vision — turning ambition into opportunity for its people and securing its place on the global economic map. The original version of this article was published in Arabic in Oman Arabic on June 15. Translated by Badr al Dhafri
Observer
02-06-2025
- Business
- Observer
OPAZ engages with local community via ‘Tajawob' platform
BUSINESS REPORTER MUSCAT, JUNE 2 The Public Authority for Special Economic Zones and Free Zones (OPAZ) engaged with several suggestions, complaints, reports and inquiries submitted via the national platform 'Tajawob' until the end of May. A total of 44 requests were received, including 12 suggestions, 10 complaints, 20 inquiries and 2 reports, reflecting a growing interaction aimed at enhancing public participation tools. Dr Ahmed bin Saif al Mamari, Acting Director of Customer Services Department at OPAZ, confirmed that all requests received via the platform have been given due attention since its launch in late February. Complaints were handled within record timeframes, with the shortest response time recorded at under 10 minutes and the longest at two days. Most inquiries focused on investment procedures, company registration and investor visas. Complaints, meanwhile, were referred to the relevant departments for resolution. He stated that the received suggestions were diverse, including the development of incubators in industrial cities, enhancement of the tourism front in the Special Economic Zone at Duqm (SEZAD), and the renaming of certain industrial cities under the Public Establishment for Industrial Estates (Madayn). All suggestions have been referred to the relevant departments within the Authority and the zones it supervises for study and evaluation. Al Mamari also mentioned that some of the submissions received via the platform included innovative proposals, reflecting the level of public engagement with global technological and scientific advancements. One notable suggestion involved utilising the advancements in drone technology for the transport sector, which was referred to a specialised consultancy, while technical experts in the zone provided their input directly to the proposer. The Public Authority for Special Economic Zones and Free Zones affirmed that the national platform for suggestions, complaints, reports and inquiries, will contribute to strengthening community partnership and effective communication, as well as improving the business environment through continuous engagement, high transparency and prompt responsiveness.
Times of Oman
20-05-2025
- Business
- Times of Oman
Customer service forum explores means to enhance beneficiary satisfaction
Nizwa: The Governorate of Al Dakhiliyah on Tuesday hosted the 'Customer Service Employees Forum" to enhance the efficiency of personnel working in customer service and improving satisfaction levels among beneficiaries of government services. The forum was inaugurated by Sheikh Hilal Said Al Hajri, Governor of Al Dakhiliyah. It was attended by representatives from various government entities and local departments in the governorate, and featured multiple working papers and interactive presentations highlighting best practices in customer service and tools for institutional performance improvement. The first day of the forum included four working papers presented by several government institutions. These covered the national platform for suggestions, complaints, and reports (Tajawob), mechanisms for handling beneficiary requests, and a paper on raising customer satisfaction indicators, which emphasized ethics in service delivery and the analysis of statistical metrics. Additionally, a success story in customer service was showcased, along with efforts to achieve the objectives of Oman Vision 2040.
