Media

E-participation is one of the key indicators in the annual United Nations e-Government report, which is intended to expand and deepening public participation. Furthermore, the survey, carried out by the Information Technology Authority with the participation of 40 government institutions, revealed that 93% of the government institutions has a tool for e-participation, 78% rely upon the participation through their accounts in social media, 78% also have a specialized team to manage these accounts, and 65% have clear procedures for taking advantage of these notes. This emphasizes the importance of adopting this concept in light of the means that are owned by institutions. The experience of Muscat municipality in the areas of electronic service delivery and the application of interactive engagement with society is an advanced experience that reflects a successful model aimed at broadening and deepening the participation of the community through the electronic outlets that are being pursued for this purpose and through the means of communication. Moreover, in order to achieve a better Community partnership, a number of interaction initiatives for e-service have been implemented by Muscat municipality, including "Baladiyati" App as well as the website. There is also an interactive telephone service Muscat Communications Centre, beside the social networking accounts. These means serve as a platform For dialogue with the municipality, which has been reliable in monitoring observations and proposals, refuting rumours and measuring public opinion.


E-Participation through the Portal:
 Muscat municipality website provides a window to participate with the community through either complaints, suggestions or Enquiries page. All posts are subject to a policy of interaction and e-participation as well as of quality policy, which stems from the municipality`s belief in the importance of partnership Community in the development of services for Muscat visitors and residents. E-participation has been activated to facilitate the delivery of services to the public through access to the latest Muscat municipality news, projects and new services. With the ability to inquire about service procedures and to record notes and complaints to improve the quality of services and receive suggestions for service development. It also contributes to the evaluation of the services provided by the municipality through participation in questionnaires and opinion polls.

Baladiyati App


One of the initiatives taken by Muscat Municipality to promote e-participation is the smart phone application of "Baladiyati" which offers 3 interactive windows of services; sending a note with a picture of the site, a following-up communication service, proposal service. Such applications are  characterized by their ability to access more quickly the community, which has prompted the organizations to focus on making these applications a positive alternative to providing their services.


Methods to follow the interaction:
The municipality provides a range of options for communication with the public. Either by using the toll free number 1111 of Muscat Tel Centre, or the social networking websites or the smart phone application "Baladiyati".  Users can use any of the means mentioned to follow the status of their remarks or notes. They can also inquire about services provided by Muscat municipality including health services, substantive services, administrative and financial services, recreational, cosmetic and other services according to the policy of interaction and e-participation. The municipality directs all participants to register High-importance feedback by contacting Muscat Communications Centre 1111 to ensure faster response, while medium-priority notes can be added or low through social media sites. Muscat Municipality is committed to receiving and studying all incoming E-posts In accordance with specific procedures and respond scrupulously and expeditiously, and in a manner consistent with the importance, priority and quality of participation.

Hassle-free campaign
The municipality has provided many basic services and development projects to Muscat Governorate residents. It also works hard to keep pace with the digital transformation plan, so that users can make their transactions anytime and anywhere using the electronic services that are available via the website, or through Baladiyati App on smart phone without the need to visit service delivery centers in the municipality. Thus, Muscat Municipality has launched its campaign "Hassle-free, which is intended to inform the beneficiaries of electronic services. This campaign also aims at raising public awareness of the service programs and applications provided by Muscat municipality, including the Municipal License renewal service (for shops and vehicles), request for renewal of contract form, renewing lease contracts, parking permits, or paying parking fines. For sure providing such services electronically saves time and effort.


New Media accounts:
The municipalityhas recently opened its official Media accounts on social media platforms to ensure the arrival of its message and to publish all the efforts and services made by it.



Prizes in the field of participation:
Muscat Municipality has received a number of awards and tributes in best practices for e-participation by social media, interactive websites, and the call centre. One of the most important prizes was the best practice Award in E-participation "Talk To Muscat, and the Sultan Qaboos Award for e-government services 2016, as the best mobile phone service, in addition a number of other prizes, namely the Sheikh Salem Al-Ali Award for Informatics as the best technical projects in the Arab nation, 2016. The awards are added to a series of achievements by Muscat municipality in various forums in the field of e-readiness, delivery of electronic services and institutional interaction through social media platforms.