Muscat: Cumulative indicators show that the National Platform for Suggestions, Complaints and Reports "Tajawob" (Response) has recorded over 1.7 million visits and 629,000 active users. The total number of requests submitted through it has reached 156,000, varying between over 63,000 complaints, approximately 53,000 reports, more than 12,000 suggestions, in addition to over 27,000 inquiries as of the end of January 2026.
As part of efforts to expand access channels and facilitate access for various segments of society, the platform launched its electronic application in September 2025. The application has garnered notable engagement and usage, achieving a rating of 4.4 out of 5, with the number of downloads exceeding 40,000.
The "Tajawob" platform continues to enhance community participation in developing government services through a unified national digital channel that supports the quality of government performance and institutional communication with beneficiaries.
Through a unified operational and regulatory framework, the platform enables government institutions to systematically handle suggestions, complaints, reports, and inquiries, transforming them into practical inputs that contribute to improving institutional performance and addressing challenges.
The platform currently includes 54 government institutions, which handle incoming requests according to clear regulatory frameworks and methodologies, reflecting an improvement in processing and response efficiency.
Interactions and suggestions received through the "Tajawob" platform have contributed to implementing several improvements and developmental initiatives across various sectors. The Ministry of Education implemented a package of developments, including adding student absence notifications to the Parent's Application and issuing the Health Guide for the School Environment.
Muscat Municipality responded to suggestions received via "Tajawob" platform to regulate traffic flow at the Al-Hail Street exit near Al-Bahja Center in the Wilayat of A’Seeb, to reduce congestion and improve traffic flow. The National Centre for Statistics and Information worked on developing an instant electronic verification service for survey licenses to enhance transparency and ease of access to data.
The Ministry of Information launched a service to classify educational content for children by age group on "Ayn" platform, ensuring content suitability for the needs of different age groups based on a suggestion received by the platform. Additionally, the Ministry of Transport, Communications, and Information Technology launched Oman Maritime Portal by unifying maritime and port services within a single digital window and implemented a project to organize and develop the entrances, exits, and urban surroundings of the Saa'ra Border Crossing in the Al Buraimi Governorate, contributing to enhancing traffic safety and movement efficiency.
In the context of digital transformation, the Royal Oman Police launched a service to update mobile phone numbers in its electronic application, in addition to enabling the display of family documents and sponsorship data within the application, facilitating access to services and official documents.
These examples have been documented and highlighted in a dedicated tab on the platform's website under the name "Success Stories," affirming the approach of community participation and the importance of government institutions' interaction with user suggestions, transforming them into developmental actions that contribute to improving government services.
During the upcoming phase, "Tajawob" platform is working to launch a package of updates and new features, including a voice recording feature to facilitate access for broader segments of society, and enabling request re-categorization to ease the work of central and executive teams in government institutions, enhancing processing efficiency and response speed.
These efforts confirm the platform's ongoing commitment to developing its technical, operational, and communication systems, which enhances the approach of community participation and contributes to improving the quality of public services and raising beneficiary satisfaction levels.
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