Muscat: On Tuesday, more than 130 workers from central and executive teams of 56 government agencies attended the first Response and Integration meeting.
This is the first such gathering since the formal debut of Tajawob, the national platform for suggestions, complaints, and reports, in February. The platform functions as a technical tool to assist the government's system for managing complaints, suggestions, reports, and inquiries.
This step is intended to support digital transformation and increase the efficiency of operational methods used to monitor consumer interactions with government agencies. The system for receiving and processing requests is a well-established method in governmental work and a critical component for improving service quality, transparency, and accountability.
The meeting highlighted multiple institutional encounters that illustrated progress in platform activation. Among the most notable was Muscat Municipality's achievement in connecting its call center to the Tajawob platform, which improved integration across reception channels and sped processing times. The Royal Oman Police also shared its expertise in quickly responding to reports and improving coordination between field divisions and monitoring centers, achieving outstanding performance.
Furthermore, the meeting featured an extended dialogue session in which representatives from participating organizations presented a number of initiatives and development proposals to improve the platform's operational efficiency, standardize procedures, document successful experiences, and share best practices—specifically, by leveraging operational data to support decision-making and improve response indicators.
According to data published on the platform's website as of the end of June 2025, government agencies received more than 46,000 Tajawob requests, including complaints, questions, recommendations, and reports, related to more than 3,500 government services. This indicates increased public trust in official institutional channels and a higher degree of interaction with government organisations.
This meeting highlights government institutions' dedication to improving integration and coordination in applying authorized techniques for handling customer interactions via modern operational tools such as the Tajawob platform. The platform aids in unifying reception channels, increasing classification and processing efficiency, and improving follow-up and response quality—supporting national initiatives to enhance public services and instill a culture of interactive governance and community engagement.
