In the first quarter of this year, the Capital Governorate received 253 complaints, requests, and proposals through its various communication channels. The percentage of complaints and requests received through the National Suggestion & Complaint system “Tawasul” was about 64%, and received 23% via the Information and Complaints Office in the governorate building, while the rest of the complaints and suggestions came through the "My Capital" application for smart phones by 13% of the Total reported to the governorate.
Head of the Inquiries and Complaints Unit in the governorate, Mr. Salman Al-Shaikh mentioned that the requests, proposals, and complaints received varied between social, service, and security services through various communication channels of which 53% were service-related, 35% were socially related and 12% were security matters. He noted that the governorate is working to study the complaints, requests, and proposals received, and then refer them to the concerned government agencies to examine the possibility of implementing them.
The total number of channels of communication is 20, both direct and indirect, which will add more flexibility and speed to communication mechanisms between the governorate, citizens and residents. It will also achieve genuine diversity among the desires of the various segments of society, helping to them, in order to identify their needs, demands and problems and to find solutions to them in cooperation with the relevant authorities.
The Capital Governorate has won the Excellence award in communicating with customers 4 times after it achieved excellence in performance in the National System for Suggestions and complaints (Tawasul), in addition to winning the prestigious "International Stevie Award" for the customer service category at its seventeenth session, the governorate had a 100% rating in terms of speed and efficiency towards citizen response during the years 2018, 2019, 2020 and 2021.
