Muscat Municipality deals with over 11,000 incoming reports to the call center

Muscat – Muscat Municipality seeks, through its call center, to facilitate municipal services provided to citizens and residents, and to provide them with quality and efficiency in record time, as one of the most important indicators that reflect the speed of response and the effectiveness of providing services related to the public.

This is done through multiple channels of communication, as the center plays a major role in that due to the work mechanism represented in responding with transparency and clarity, providing a management system to follow up on complaints and reports, analyzing incoming calls to the call center to see the quality of services provided, and providing information, statistics and reports about its work. Completion rate:

The statistics of the Communication Center in Muscat Municipality indicate an increase in the completion rate of communications received by the center during the first half of 2023, which amounted to (54%) compared to 2022, as the number of communications received during 2023 reached more than (11) thousand communications compared to 2022, which Approximately (10,700) reports were registered. Integrated system: The high achievement index in the rate of incoming communications to the center reflects the continuous municipal efforts in the fields of improvement and development in the municipal services sector.

A field team belonging to him to work alongside the service directorates; In order to speed up the completion process and serve the public in a record time and to the fullest, it also sought to develop the mechanism of work of the analysis and data team to follow up the reports on all communications submitted by the public, and to do the necessary analysis to support the process of completing the communications, in addition to providing the center with several Workshops for service directorates to organize the process of completing communications.

E-participation platforms: The Communication Center of Muscat Municipality provides a link linking the beneficiaries with the services of Muscat Municipality through various communication channels in addition to the free phone service (1111) that enables the beneficiary to know the status of some transactions, the status of the complaint and know the procedures and documents required for the most important services. An interactive phone service is also available to speak with the employees Muscat Call Center and give them feedback, complaints or inquiries. On the other hand, the e-mail service is available, where the beneficiary can use the e-mail ([email protected]) with specifying the required service, in addition to the fax sending service associated with the free number (1111).

At the same time, a special page for complaints and suggestions is available on the website. It is also possible to communicate with the municipality’s communication center through social media accounts (Twitter, Instagram, Facebook, YouTube), which reflects the municipality’s interest in opening electronic participation windows with the community and keeping abreast of modern technologies.

In conclusion, what is worth mentioning is that the Muscat Municipality Communication Center (1111) with all its services is a direct service arm for dealing with the public and interacting with them in terms of submitting communications about municipal services and reporting violations, as well as effective communication with the public to answer their inquiries and needs for municipal services. Where the Communication Center of Muscat Municipality contributes to providing support by receiving communications and complaints from citizens and residents about any observations and delivering the incoming reports to the competent authorities.