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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 Primary Health Care Corporation (PHCC) is celebrating customer service week under the slogan ‘Your Service, Our Responsibility’, until October 9. The initiative focuses on raising staff awareness and enhancing their skills in serving patients by collecting feedback and comments, which serve as motivation for continuous improvement. Hayyak service plays a crucial role within PHCC as it significantly improves the patient experience and satisfaction. It achieves this through in-person visits and engagement with healthcare providers, offering information, answering questions, addressing patient needs, and listening to suggestions to ensure ongoing improvement. In cases of issues or complaints, Hayyak also provides immediate and effective responses to resolve them, reinforcing PHCC’s commitment to continuous improvement and success in delivering essential primary health care. PHCC currently operates 31 health centres across Qatar. In the third quarter (Q3) of 2025, PHCC received a total of 1,261 comments, which were addressed collaboratively by health centres and Hayyak staff. Al Kaaban Health Centre recorded the lowest percentage of complaints among all centres during this quarter.The top three subjects of complaints and comments received during Q3-2025 were: Access, appointment, admission, transfer, and discharge, competence/quality of work, attitude and behaviour.