In line with Oman Vision 2040, which places citizens at the heart of development and improvement efforts, the Sultanate of Oman launched the Tajawob platform on 26 February 2025. This pioneering national initiative serves as a unified digital channel connecting users with over 55 government entities. It enables citizens and residents to submit complaints, suggestions, reports, and inquiries in a digital environment that prioritises transparency, privacy, and ease of use.
The platform marks a true shift in the culture of public service delivery. It strengthens the principle of e-participation by empowering individuals to share their opinions and experiences with various government services and actively contribute to their enhancement through flexible and user-friendly channels. Requests can be submitted via the website, mobile application, or contact centre, with real-time notifications sent via SMS and email to update users on their request status and processing stages.
Tajawob allows users to track their requests, evaluate services after completion, and reopen cases if they are not satisfied with the outcome—reinforcing the principles of government accountability and continuous public engagement in service improvement. The platform features a bilingual interface (Arabic/English) and supports all community segments, including persons with disabilities, through accessibility features such as screen readers, text magnification, sign language support, and keyboard navigation.
The platform is fully integrated with government systems, ensuring efficient routing of requests to the relevant authorities and minimising response times. Geolocation also plays a supportive role by enabling requests to be linked to specific services or locations, which facilitates accurate and timely responses.
In a move to enhance transparency, many government entities publish detailed statistics on their official pages, including the number of requests received, completion rates, and types of challenges encountered—further strengthening public trust in the platform’s effectiveness. As of now, more than 42,290 requests have been submitted through Tajawob, covering over 3,702 distinct services, reflecting strong public engagement and a shared commitment to improving government performance.
Looking ahead, Tajawob is planning to incorporate artificial intelligence technologies to analyse request content, automatically categorise them by keywords, and prioritise them based on urgency and relevance—accelerating response times and delivering a more seamless and intelligent user experience.
The platform also features a dedicated “Contact us” section where users can submit suggestions to improve the platform itself, reinforcing the collaborative spirit and positioning users as active partners in shaping the very tools they rely on.
Tajawob exemplifies a comprehensive model of purposeful e-participation and represents a major leap in digital civic engagement, helping to establish a new culture of collaboration between government and society—built on trust, transparency, and digital empowerment.
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