The Ministry of Municipality (MoM) has announced that it now provides 206 digital services, as part of its wider plan to expand to over 400 e-services in the near future. The milestone reflects the Ministry’s continued progress in modernising municipal service delivery under the national digital transformation agenda.
Several major digital projects are currently underway to make government services faster, smarter, and more accessible to the public. According to Amal Al Mohannadi, Assistant Director of Customer Service and the Unified Contact Centre, the Ministry’s transformation is driven through its Oun mobile application and official website.
“The Ministry is undergoing a comprehensive digital transformation through its ‘Oun’ mobile application and its official website,” Al Mohannadi said in an interview with Al Rayyan TV. “This automation allows customers to access services easily, at any time, from any location, aligning with the country’s vision of building a modern, smart government.”
Al Mohannadi also stated that artificial intelligence is now being integrated across all service operations, with AI-driven services scheduled for launch soon. She noted the preparation of a new package of digital services dedicated to farmers.
The Unified Contact Centre (184) plays a central role in managing inquiries, complaints, and suggestions, which are forwarded to relevant departments. One highlighted example is the digitisation of the bulky waste collection service, introduced based on a customer proposal and implemented within two weeks.
In addition to online channels, the Ministry continues to operate eight customer service offices across municipalities, along with offices specialising in urban planning and agriculture.
In 2025, the Ministry provided 172 services through its website and 127 services through the Oun app, with a total of 618,990 service requests submitted across all platforms. Of these, 156,845 requests came through the app, 278,821 through the website, and 132,071 through service offices. A further 26,651 requests were scheduled electronically.
The Oun application recorded over 131,000 downloads, while the Ministry’s website recorded more than 3.3 million visits this year. Official statistics show that 93 percent of all transactions were processed electronically and 97.7 percent of customer service requests were completed.
The Ministry continues to encourage public engagement through multiple communication channels, including the hotline, the Oun app, email, WhatsApp, and in-person service centres.
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