Doha: The Ministry of Municipality announced that it had completed 93 percent of its transactions electronically, achieving a customer satisfaction rate of 84.7 percent in 2025. This comes as part of its efforts to enhance customer experience and improve the quality of government services, coinciding with its celebration of World Customer Service Week 2025.
According to Qatar News Agency, the ministry confirmed that this year witnessed a qualitative leap in the field of digital transformation and the development of service delivery channels. The total number of services provided to the public reached 172 services through its website, and 127 services through the “Aoun” application, contributing to facilitating access to services from anywhere, at any time.
It explained that the total number of requests submitted through various channels amounted to approximately 618,990, including 156,845 via the “Aoun” app, 278,821 via the website, and 132,071 via customer service offices. Meanwhile, the number of requests scheduled electronically for certain services reached 26,651.
The “Aoun” app also recorded more than 131,000 downloads on Android and iOS systems, while the number of visits to the ministry’s website exceeded 3.3 million during the past period. Statistics showed that the percentage of electronic transactions completed reached 93 percent of the total services, while the percentage reached 97.7 percent for requests submitted through customer service offices.
This reflects the ministry’s success in establishing the concept of smart services and achieving public satisfaction through speed and accuracy. According to the statement, the number of beneficiaries of the Ministry’s services during the current year reached approximately 332,479, while the Unified Call Center (184) received approximately 174,989 calls, with an average transaction completion time at government service centers of no more than three and a half minutes. Customer satisfaction with the Ministry’s services reached an advanced level of 84.7 percent during the period from January to the end of last August.
The Ministry noted that it continues to enhance communication with the public through its digital channels, with the total number of followers reaching more than 533,776 on the “X”, “Instagram”, and “Facebook” platforms. It said that during the same period, it received 9,557 reports, including 3,353 urgent reports and 6,204 regular reports, which were handled according to the highest standards of responsiveness and transparency.
The Ministry concluded by emphasizing that these achievements reflect its commitment to providing advanced, smart services that support the country’s digital transformation journey and align with the government’s efforts to enhance institutional efficiency and achieve customer satisfaction, in line with the goals of sustainable development and Qatar National Vision 2030.