MoM expands digital access, improves customer service

Doha, Qatar - The Ministry of Municipality (MoM) significantly increased its use of digital channels to provide municipal services, with 891,218 transactions from January to August 2026. The website hosted 461,459 of these transactions, underscoring the growing importance of digital services for accessing municipal resources. The Oun app contributed 191,040 transactions and saw 86,000 downloads.

The ministry's digital initiatives were celebrated during Global Customer Service Week 2026, aligning with its ongoing strategy to expand digital access and streamline procedures for beneficiaries. The platform offers over 300 services online and 200 through the Oun app, demonstrating a commitment to enhancing customer experience through technology.

As part of its dedication to customer service excellence, the ministry provided 238,719 services through its Customer Service Department and Unified Call Center during the same period, receiving 188,280 calls. Additionally, 139,242 customers visited MoM offices, and the organization handled 33,269 requests in person. Customer satisfaction rates were 89.1% for Unified Call Center services and 83.82% for customer service offices, reflecting the ministry's focus on delivering high-quality service.

Digital communication efforts also played a crucial role, with the Public Relations Department publishing 5,394 posts across digital platforms, reaching 123.5 million people and generating 2,266 engagements. Social media feedback showed that 66.78% of the sentiment was positive, 27.77% neutral, and 5.45% negative, with 164 cases resolved through these channels.

The ministry's efforts to integrate technology into service delivery, while maintaining accessible customer service, highlight its commitment to meeting the diverse needs of residents and beneficiaries through innovative solutions and continuous service development.