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The vital role played by the National Suggestions and Complaints System (Tawasul) in the field of advancing government work comes in line with the direct response of cases by the ‘Individual’ segment. In regards to repetitive cases and complaints, a dedicated team is assigned to study the current situation then look into opportunities for improvements according to the best international practices which are usually through Business Process Re-Engineering for some of the services; and the reduction of a number of procedures required by the citizen to carry-out and benefit from the service. Consequently, this saves time, effort and money as well as setting radical solutions which ensure that procedures are simplified and promptly completed. The system has also contributed in developing various government services as well as creating constructive competitiveness amongst more than 40 government entities with the purpose of reaching high levels of excellence in what they present.

Statistics for “Tawasul” from January to March 2022

Total number of cases
Percentage of closed cases within the given time period
36,657
98%

Statistics for “Tawasul” for the year 2021

Total number of cases
Percentage of closed cases within the given time period
138,966
99%

Statistics for “Tawasul” for the year 2019

Total number of cases
Percentage of closed cases within the given time period
106,115
95%

Statistics for “Tawasul” for the year 2018

Total number of cases
Percentage of closed cases within the given time period
4276
96%

Statistics for “Tawasul” for the year 2017

Total number of cases
Percentage of closed cases within the given time period
14991
94%

The National Suggestion & Complaint System “Tawasul” was launched on 11th January, 2014.

Page Last Updated: 25 Apr, 2022