NCSI survey seeks feedback on government services

Muscat: The National Centre for Statistics and Information (NCSI) is conducting the seventh round of its public opinion survey on satisfaction with government services for the second half of 2026, from 6 September to 31 December 2026.The survey aims to measure the level of beneficiary satisfaction with government services, monitor their experiences in dealing with various government entities, and provide statistical indicators and data that support efforts to develop services, improve their quality and enhance the efficiency of government performance. The survey targets citizens, residents, private sector establishments and government entities that dealt with government entities during the first half of the current year. The sample is selected according to specific statistical criteria to ensure representation of the various categories of beneficiaries and obtain results that reflect their actual levels of satisfaction and experience with the services provided.The survey covers several aspects of the beneficiary experience, including ease of access to services, clarity of information and procedures, speed of transaction completion, overall service efficiency, effectiveness of communication channels, and the level of digital transformation in service delivery.The survey forms part of NCSI’s efforts to provide statistical indicators on beneficiary satisfaction with government services, helping government entities identify areas for improvement and monitor service quality, in line with the objectives of Oman Vision 2040 to develop the government sector and enhance institutional performance efficiency.Mahfoudh Salim Al Musharfi, Director of the Public Opinion Measurement Department at NCSI, said the survey represents an important statistical tool for understanding beneficiaries’ experiences with government services and translating their views and experiences into measurable indicators. These indicators help government entities monitor satisfaction levels and identify priorities and areas for improvement in developing services and enhancing their quality and efficiency.He added that beneficiary participation and the objective expression of their views are essential to enhancing the accuracy and reliability of the results. He affirmed that the indicators produced by the survey seek to reflect the actual experiences of service users and support government entities in improving services provided to the various segments of society and the business sector.Al Musharfi affirmed that NCSI attaches great importance to the confidentiality and security of the data and information collected. He noted that the Statistics and Information Law, issued under Royal Decree No. 55/2019, provides for the confidentiality of individual data and prohibits its publication except in aggregated form, as well as its use for purposes other than statistical purposes. This safeguards beneficiaries’ privacy and ensures that their identities and individual data are not disclosed.NCSI held a preparatory meeting last January with representatives of 54 government entities included in the survey, along with a number of specialists from the Centre. The meeting reviewed the survey methodology and enhanced implementation mechanisms, discussed organizational frameworks and identified points of contact with participating entities, while drawing on the results of previous rounds and the challenges encountered during their implementation.The survey on satisfaction with government services is one of the national statistical tools implemented periodically by NCSI. It includes an evaluation of services provided through various channels, including direct interactions, electronic channels and digital platforms. _ONA