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The Ministry of Municipality has marked the Customer Service Week 2025 by showcasing the remarkable progress it has achieved in enhancing customer service and advancing digital transformation throughout the year. Throughout 2025, the Ministry provided around 172 services through its website and an additional 127 services via the “Oun” mobile application.The total number of requests submitted across all channels reached 618,990, including 156,845 through the “Oun” app, 278,821 via the website, and 132,071 through customer service offices.Further, certain services saw 51,266 electronically scheduled requests. The “Oun” app recorded more than 131,000 downloads on Android and iOS platforms, while the ministry’s website attracted over 3.3mn visits during the same period.The ministry’s emphasis on digital efficiency yielded impressive results, with 93% of all transactions completed electronically and 97.7% of customer service requests processed successfully. These figures demonstrate the ministry’s success in establishing a smart service ecosystem characterised by speed, accuracy, and reliability.In terms of beneficiaries, a total of 332,479 individuals received services from the ministry during 2025. The unified call center (184) handled 174,989 incoming calls, achieving an average processing time of just three and a half minutes per transaction in government service centers — a clear indication of operational efficiency and prompt response. Customer satisfaction reached an advanced rate of 84.7% between January and August 2025, underscoring the ministry’s ability to meet and exceed public expectations.The ministry also continued to strengthen its communication channels with the public through social media, reaching a total of more than 533,776 followers across platforms such as X, Instagram, and Facebook. During the same period, the ministry received 9,557 public reports, including 3,353 urgent and 6,204 regular cases, all of which were handled with the highest levels of responsiveness and transparency.

The Ministry of Municipality has announced the launch of the pilot version of the Institutional Excellence and Knowledge Transfer System, based on artificial intelligence (AI) technologies. This is the first step of its kind in the region, coinciding with the launch of the evaluation process for the second edition of the Qatar Government Excellence Award.The new system was launched in collaboration between the Information Systems Department and the Planning, Quality, and Innovation Department. It represents a qualitative shift in the concept of institutional excellence, leveraging artificial intelligence tools to achieve superior performance and ensure the sustainability of institutional excellence through continuous improvement, accuracy, and speed of completion.The ministry explained in a statement that the system aims to enhance awareness of the concepts of excellence and innovation among leaders and decision-makers, and to spread a culture of institutional excellence within the ministry, keeping pace with the pace of digital transformation and modern institutional development trends. Excellence has become a strategic necessity dictated by global competition. The new system’s most prominent features include its role as a virtual assistant for standards leaders, rapid access to results and outputs, enhanced awareness and dissemination of a culture of institutional excellence, integrated connectivity between relevant standards and practices, the ability to extract evidence and information quickly and accurately, and the provision of an innovative, interactive environment to enhance employee engagement.The ministry emphasised that the system represents more than just a technical tool; it is a strategic partner in the institutional excellence journey and a driver of knowledge innovation. It noted that it was developed through extensive collaborative efforts and working sessions with partners from AI technology providers, establishing it as a pioneering model for digital transformation in the field of institutional excellence and innovative work.

The Ministry of Municipality is cracking down on partitioning of villas and seek to mitigate damages by carrying out checks, an official said. “The primary objective of the field inspections is to combat the phenomenon of partitioning, to limit it and to mitigate the damages,” Doha Municipality's Control Department assistant director Mohamed Sultan al-Shahwani told Qatar TV in a recent interview. “We seek to eliminate the phenomenon of partitioning villas, adhere to municipal requirements and eliminate the phenomenon of workers living among families,” he said. The official explained that before the inspection campaign departs, the selected area for the campaign is surveyed and the violating properties are identified. “The campaign then sets out to take action regarding the violations and issue reports,” he said. Ibrahim Abdullah al-Harmi, director of the Technical Affairs Department at Doha Municipality, during the interview, said that the campaign's primary objective is to preserve the urban fabric of the area, target areas in violation and protect residents from structural damage resulting from the phenomenon of villa subdivisions. Authorities have so far warned against illegally partitioning residential units citing that any such practice would draw certain fines and action. Partitioning the residential units without permission is illegal and causes danger to the occupants. As per the law, partitioning should be carried out legally while following the rules.