Opaz reports customer satisfaction rate of 86% for its services

Muscat: The Public Authority for Special Economic Zones and Free Zones (Opaz) has reported a customer satisfaction rate of 86 per cent for the services provided until the end of June 2023.

The assessment included an evaluation of several services provided in the areas supervised by Opaz, such as the electronic land selection service, the central commitment system (Eltizam), environmental permits, receipt of signs, investor relations management system, unified electronic survey drawing service, central inspection system, electronic registration of small and medium enterprises, and one-stop services for investors.

The report of Opaz Call Center (toll-free 1919) indicated that from the beginning of 2023 to the end of June, more than 647 incoming calls were received and handled. These included 37 international calls, 347 investment-related requests, and 259 inquiries regarding investment opportunities. The Call Center regularly publishes reports on communications, proposals, and the satisfaction levels of beneficiaries with the services provided through the centre.

Notably, the Opaz Call Centre is equipped with modern technical systems and operates interactively to record transactions and requests and transfer them to the competent authorities in the regions supervised by Opaz. The centre communicates with callers without any delay as it has systems in place to manage reports and proposals. These initiatives come within the efforts made to improve the level of service provided based on the evaluation of beneficiaries and investors.

In June of this year, Opaz announced that it will stop receiving and sending paper correspondence, in line with its commitment to promote digital transformation and expediting transactions.

Opaz remains committed to enhancing the level of services provided to investors and clients, to achieve their aspirations and improve their experience in electronic dealings with Opaz. This is a part of Opaz's mandate in planning, developing, organising, supervising, facilitating, post-service and operation facilities, business acceleration, marketing, investment attraction, and institutional excellence.