As part of ongoing efforts to enhance the quality of government services and promote digital community engagement, the government services evaluation initiative was launched as one of the digital interaction tools that enable the public to contribute to the improvement of the services provided to them. This initiative supports the principle of transparency and reinforces the values of modern governance, where beneficiary feedback and suggestions serve as a key reference in performance analysis and institutional decision-making.
The initiative aims to directly measure the satisfaction of service beneficiaries and identify the main challenges they face, therefore enhancing institutional efficiency and service quality. It also seeks to foster a participatory environment that allows individuals to express their views and provide feedback, encouraging institutions to adopt more responsive and flexible approaches to service delivery, in line with the objectives of Oman Vision 2040, which aims to build a dynamic digital government.
Several government entities have implemented this initiative using various digital assessment tools, most notably online surveys and official social media platforms, to ensure accessibility, inclusive participation, and diversity in data sources.
In this context, the Ministry of Labour conducted a service evaluation campaign from 9 to 13 April 2025, inviting citizens and residents to assess both its digital and non-digital services. The campaign aimed to measure user satisfaction, identify service-related challenges, and use the findings to develop a comprehensive improvement plan. The campaign achieved significant engagement across the Ministry’s social media channels, resulting in a detailed report submitted to the Ministry’s digital transformation team for review.
Similarly, the Public Establishment for Industrial Estates (Madayn) conducted a satisfaction survey in July 2023 to assess investors’ feedback on its general and e-services. The results revealed an overall satisfaction rate exceeding 78%. At the same time, investors raised several important points for improvement, including simplifying procedures, enhancing the platform interface, improving call centre responsiveness, and offering advisory services within industrial cities. In response, Madayn implemented several improvement measures, including the launch of an e-payment service, service re-designing, the introduction of the “Digital Transformation Clinic for Manufacturers” initiative, and enhancements to the complaints and escalation mechanisms.
In a further example of user engagement, the Tax Authority launched an e-survey to assess users’ satisfaction with the interface of its electronic portal. The aim was to evaluate usability and design effectiveness. The feedback focused on enhancing user experience and making it easier to access information and services. Based on the findings, the results were submitted to the technical team to develop a user-centred improvement plan.
This initiative reflects the government entities' commitment to promoting transparency and enabling digital interaction, in alignment with modern governance practices and institutional transformation goals. Through involving service users in the evaluation process, entities such as the Ministry of Labour, Madayn, and the Tax Authority have demonstrated real commitment to performance improvement, service excellence, and enhancing the overall user experience, which is a step towards building a more responsive and efficient digital government in line with Oman Vision 2040.
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