Doha, Qatar: The Ministry of Municipality provided over half a million services during 2025 through its customer service platforms, including the Unified Call Center, “Oun” application, official website, and scheduled service channels, reflecting the Ministry’s continued efforts to enhance service efficiency, accelerate response times, and improve communication with the public.
The Ministry has highlighted the key achievements of its Customer Service Department and Unified Call Center during 2025, underscoring significant progress in enhancing digital services, improving response times, and strengthening communication with the public.
According to the Ministry’s 2025 Annual Report, a total of 519,396 service requests were processed through various channels, including the Unified Call Center, the “Oun” application, the Ministry’s official website, and scheduled services. The services covered eight major categories: workers’ housing, waste disposal, abandoned vehicles, tree pruning, manhole drainage, sewage, pest and rodent control, and rain emergency services.
The report revealed that the Ministry maintained a rapid emergency response system, with the average response time for emergency reports recorded at only 22 minutes. This achievement reflects the Ministry’s commitment to ensuring swift intervention and efficient field operations, particularly during urgent situations and adverse weather conditions.
The Ministry also reported strong public engagement through its social media platforms, including X, Facebook, and Instagram, where audience interaction and communication reached 245,505 engagements throughout the year. These platforms continue to serve as important channels for raising awareness, receiving feedback, and enhancing transparency between the Ministry and the public.
In terms of operational performance, the Unified Operations Center handled a total of 13,671 non-emergency reports and 4,797 emergency reports during the reporting period. Meanwhile, the Unified Call Center (184) received 268,435 phone calls, demonstrating the increasing reliance of residents on the Ministry’s centralized communication services.
The “Oun” smart application also recorded remarkable usage growth, with 241,190 requests submitted through the platform during 2025.
The Ministry noted that the application has become one of the primary digital channels for submitting service requests and monitoring their status efficiently.
Additionally, 48,015 requests were registered through the Customer Relationship Management (CRM) system, reflecting the Ministry’s ongoing efforts to improve customer experience and streamline service delivery processes.
The report further indicated that customer service centers across the country received 198,701 visitors during 2025, according to the Qmatic queuing system report, highlighting the continued demand for in-person services alongside digital platforms.
As part of its commitment to quality and institutional excellence, the Ministry successfully renewed several internationally recognized ISO certifications, including ISO 9001:2015, ISO 18295:2017, and ISO 10002:2018, reaffirming its adherence to global standards in quality management, customer contact centers, and customer complaint handling systems.
