Tuesday 07 / April / 2026
Muscat--- The National Centre for Statistics and Information (NCSI) is continuing the sixth round of its survey measuring beneficiary satisfaction with government services for the first half of 2026, which is being conducted during the period from 1 April 2026 to 30 June 2026.
This survey is part of the Centre's ongoing efforts to capture the opinions and experiences of users of various services provided by government units in the Sultanate of Oman, thereby contributing to the enhancement of service quality delivered to citizens, residents, and the business sector.
The survey aims to assess the level of satisfaction among individuals, private sector institutions, and government units regarding the services provided. The objective is to improve government performance efficiency and elevate service quality to align with societal needs and future aspirations, in line with Oman Vision 2040, which seeks to develop the government sector and achieve excellence in institutional performance.
The survey's random sample targets users of government services during the first half of the current year. Respondents are selected based on a set of precise statistical and fundamental criteria to ensure a comprehensive and objective assessment that reflects the actual level of government services from the beneficiaries' perspective.
Last January, the centre held an extensive preparatory meeting with representatives from 54 government entities participating in the survey, along with a number of specialists from the centre. The meeting aimed to review the mechanisms and methodology of the enhanced survey, discuss regulatory frameworks, and unify the approved points of contact with participating entities, drawing on the results and challenges of previous rounds. This early preparation helped raise readiness levels and improve implementation efficiency, ensuring the collection of accurate data that reflects the reality of government services and the actual experiences of beneficiaries.
The public opinion survey on the evaluation of government services is one of the national statistical tools periodically implemented by the center to measure beneficiaries’ satisfaction and monitor their experiences when interacting with various government entities. This includes services accessed through in-person visits as well as electronic channels and digital platforms, while taking into account the diversity of societal segments and their varying needs.
The survey covers several key areas, including ease of access to services, quality of procedures and clarity of information, speed of transaction completion, overall service efficiency, effectiveness of different communication channels, and the level of digital transformation in service delivery.
The survey plays a vital role in providing accurate and reliable data to support decision-makers across government entities. It also contributes to the development of services and the enhancement of customer experience, which in turn positively impacts government performance indicators and overall community satisfaction.
In this context, Mahfouz bin Salem Al-Mushrafi, Director of the Opinion Polls Department at the Center, called on all beneficiaries to actively engage with fieldwork teams, emphasizing the direct impact of their feedback on improvement and development efforts. He noted that the participation of community members and private sector institutions represents a fundamental pillar in advancing government services and identifying opportunities for improvement. This, he added, contributes to enhancing service quality and achieving the community’s aspirations for excellence and leadership in government performance.
He further emphasized the centre’s full commitment to data confidentiality and security, noting that all collected information is handled in accordance with Royal Decree No. (55/2019) on privacy and data protection and is used strictly for statistical purposes. He stressed that all individual and institutional data is treated with complete confidentiality, with final results published only as aggregated indicators, without any reference to personal identities, in line with the highest standards of privacy and information security.
