Opaz services achieve 91% satisfaction rate in electronic survey

Muscat: The electronic survey to assess the level of satisfaction offered by the institutional proficiency system revealed that 91% of beneficiaries were satisfied with the services given by the Public Authority for Special Economic Zones and Free Zones (Opaz). There were four primary questions on the questionnaire, along with one asking for ideas and recommendations on how to improve the services offered.

Several indicators were evaluated, such as the length of time it took to obtain the service, the degree of satisfaction with the documentation and requirements needed to provide the service, the efficiency and manner in which Opaz staff dealt with the client while delivering the service, and the possibility of praising friends or family for the services rendered by the Authority.

The report Opaz Call Center (toll-free 1919) indicated that it handled more than 1,565 incoming local and international calls, including calls related to investment and inquiries about services and permits, from the beginning of January 2024 to the end of June 2024. The Call Center regularly publishes reports and communications proposals and the satisfaction levels of beneficiaries with the services provided.

Notably, the Call Center is equipped with modern technical systems and operates interactively to record transaction requests and transfer them to the competitive authorities in the zones supervised by OPAZ.

The Call Center has protocols that show how to receive and manage reports and proposals, as well as improve the quality of services provided based on the evaluation of investors and recipients. Communication with callers is conducted at a record-breaking pace.

To fulfil the expectations of its clients and investors and to improve their electronic interactions, Opaz places a high priority on raising the quality of services offered to beneficiaries. Planning, development, organisation, supervision, facilitation, after-service care provision, operation, business acceleration, marketing, and investment attraction are among the skills of the authority that encompass this. Institutional excellence is also one of its highlights.