90% satisfaction rate of beneficiaries of the "Tawasul" system of the Ministry of Labor and Social Development from January to last June

11-07-2020

The Ministry of Labour and Social Development recorded a beneficiary‑satisfaction rate of 90 per cent through the Government’s “Tawasul” platform between January and the end of June 2020. During that six‑month period, the number of users submitting enquiries, comments, complaints or suggestions—whether citizens, residents or institutions—rose sharply to 2,361, compared with 631 during the same period in 2019, underscoring growing public confidence in the Ministry’s digital service channels. Undersecretary Sabah Salem Al‑Dosari stated that a dedicated “Tawasul” team, established by ministerial decision, ensures timely responses to every submission in line with response‑time targets agreed with the Information and eGovernment Authority. The team monitors the platform daily, including weekends and official holidays, and coordinates continuously with 43 authorised focal points across Ministry departments to resolve issues promptly, incorporate constructive proposals and uphold the highest standards of service quality. Al‑Dosari affirmed the Ministry’s unwavering commitment to address every enquiry, complaint or suggestion conveyed via “Tawasul” or through its social‑media channels, in line with the Government’s directive to expedite procedures that facilitate citizens’ dealings with public entities. Between January and the end of June 2020, the “Tawasul” platform logged 2,361 submissions concerning Ministry services. Unemployment‑insurance enquiries formed the largest category with 671 cases, followed by 429 requests related to social assistance, 373 cases on job‑seeker registration, 226 labour‑consultation matters and 190 labour‑inspection issues, while the remainder concerned other Ministry departments and services. Of the overall total, 1,033 were formal complaints, 1,250 were enquiries, and 64 were proposals.