MUSCAT: The National Centre for Statistics and Information (NCSI) has begun implementing the seventh round of the public opinion survey on satisfaction with government services for the second half of this year, and it will continue until the end of next December.
The survey aims to measure the level of beneficiaries’ satisfaction with government services, monitor their experiences in dealing with various government agencies, and provide indicators and statistical data that contribute to supporting efforts to develop services, improve their quality, and raise the efficiency of government performance.
The survey targets those who deal with government agencies during the first half of this year, including citizens, residents, private sector institutions, and government agencies.
The sample is selected according to specific statistical criteria to ensure representation of different categories of beneficiaries and to obtain results that reflect their level of satisfaction and their actual experiences with the services provided.
The survey addresses a number of aspects related to the beneficiary experience, including ease of access to the service, clarity of information and procedures, speed of transaction completion, overall service efficiency, effectiveness of communication channels, and the level of digital transformation in service delivery.
The implementation of the survey comes within the framework of the efforts undertaken by the NCSI to provide statistical indicators on the level of beneficiaries’ satisfaction with government services, which helps government agencies to identify areas for improvement and monitor the level of service quality, in line with the objectives of the Oman Vision 2040 in developing the government sector and enhancing the efficiency of institutional performance.
Mahfouz bin Salem al Musharafi, Director of the Public Opinion Measurement Department at the NCSI, said that the survey represents an important statistical tool for understanding the experience of beneficiaries with government services and converting their opinions and experiences into measurable indicators that contribute to helping government agencies monitor the level of customer satisfaction and identify priorities and areas of improvement that can be focused on in developing services and improving their quality and efficiency.
He added that the participation of beneficiaries and expressing their opinions objectively is a key element in enhancing the accuracy and reliability of the results, stressing that the indicators resulting from the survey seek to reflect the reality of customer experience and support the efforts of government agencies in improving services provided to various segments of society and the business sector.
It is worth noting that the centre held a preparatory meeting last January with the participation of representatives of 54 government entities included in the survey, along with a number of specialists from the centre. During the meeting, the survey methodology and the developed implementation mechanisms were reviewed, organisational frameworks were discussed, and points of contact with the participating entities were identified, in addition to benefiting from the results of previous rounds.
The public opinion survey on satisfaction with government services is one of the national statistical tools that the centre conducts periodically. It includes an evaluation of services provided through its various channels, including services provided through direct interaction, platforms, electronic channels, and digital channels. - ONA
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