The launch of Tajawob – national platform for suggestions, complaints and reports – is a major milestone in fostering community engagement and streamlining government services, according to experts.
Unveiled at the ‘Together We Progress’ forum last week, the platform integrates over 55 government institutions, including 41 in its initial phase, to create a centralised system for citizens to submit suggestions, complaints and inquiries.
The platform represents a significant advancement towards improving the response time and transparency of government operations.
Dr Amal Talib al Jahouri, Director of Media Department at Majlis A’Shura, underscored the platform’s importance in enhancing community participation. She said it is in direct response to Royal Orders aimed at establishing a dedicated space for citizens to engage with government bodies, aligning with Oman Vision 2040 objectives to increase government efficiency and transparency.
Tajawob’s design prioritises user accessibility, ensuring that all citizens, including those with disabilities, can easily navigate the platform. Key features include keyboard navigation, visual aids for the hearing impaired and an intuitive interface. The platform also leverages advanced artificial intelligence (AI) to swiftly process requests, ensuring that urgent matters are flagged and resolved promptly.
According to Mubarak bin Khamis al Hamdani, a social researcher and policy specialist, Tajawob marks a significant shift towards a more interactive and efficient government. “By channeling all public feedback into one system, the platform offers a streamlined, systematic and transparent process, encouraging active citizen participation. This is particularly important in a society that is highly educated and increasingly well-versed in digital technologies,” he noted.
Available in both Arabic and English, the platform can be accessed through the website Tajawob.om, with plans for a mobile application to follow. It also allows users to track their submissions and receive updates on the status of their requests.
Rashid bin Abdullah al Shaidhani, a researcher, added that Tajawob will significantly enhance electronic communication between the government and citizens, speeding up responses to feedback and improving transparency. “By providing real-time updates on the status of suggestions, complaints and reports, the platform helps build public trust in government services and performance. Furthermore, it promotes a culture of constructive engagement, encouraging citizens to express their opinions and provide valuable inputs to improve public services.”
Shaidhani concluded that the launch of Tajawob would further strengthen the relationship between the government and citizens, bridging any gaps and ensuring that the feedback loop leads to tangible improvements in government service delivery. As more people embrace the platform, it is expected to support Oman’s broader goals for innovation and social progress.