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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 28 entities with the purpose of reaching high levels of excellence in what they present.

Statistics for the month of August 2017

Total number of cases
Percentage of closed cases within the given time period
1367
79.6%

Statistics for “Tawasul” during 2017

Total number of cases
Percentage of closed cases within the given time period
11122
85.4%

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