The United Nations Economic and Social Commission for Western Asia (ESCWA) has recognized Oman’s State Audit Institution’s Complaint and Report Window as one of the best distinguished Arab practices under the ENACT project. ENACT aims to utilize technology and innovation to enhance operations in Arab public institutions by showcasing successful initiatives from various Arab States. The Complaint and Report Window was selected from 60 initiatives in 12 Arab countries listed on the ESCWA Arab Open and Innovation Government Portal.
As part of Oman’s commitment to technology and digital transformation to achieve the goals of Oman Vision 2040 and Goal 16 of the 2030 Sustainable Development Agenda, the State Audit Institution has improved and developed the Complaint and Report Window service. The window is available on the SAI website and smartphone application in both Arabic and English to effectively engage with the society, promote partnership in safeguarding public funds, and maintain high performance standards in line with digital transformation and technological requirements. The window plays a critical role in receiving complaints and reports related to administrative and financial irregularities and violations against public funds, which are then addressed with professionalism by the Institution.
The State Audit Institution’s Complaint and Report Window has a history of success, having won the United Nations Public Service Award in the category of Preventing and Fighting Corruption in 2013. Recently, the window was further developed to enhance user experience and confidentiality for whistleblowers. The separation of complaints and reports submission, addition of OTP feature and complaint reference number, and future plans to include ChatBot features demonstrate the Institution’s commitment to continual improvement and innovation in communication with the community.
The development of the Complaint and Report Window reflects Oman’s dedication to protecting public funds and fostering good governance. By providing a platform for citizens to report irregularities and violations, the Institution promotes transparency, accountability, and integrity in public service delivery. The recognition by ESCWA reaffirms Oman’s leadership in adopting innovative technologies for government services and showcases the country’s commitment to achieving sustainable development goals at the national and regional levels.
Overall, the inclusion of Oman’s Complaint and Report Window among the best Arab practices under the ENACT project highlights the country’s efforts to embrace digital transformation and technology advancements in public institutions. Through continuous improvement and development, the State Audit Institution aims to strengthen community outreach, enhance communication with the public, and uphold the principles of good governance and accountability. As Oman progresses towards its Vision 2040 objectives and contributes to the 2030 Sustainable Development Agenda, the Complaint and Report Window serves as a testament to the country’s commitment to promoting peace, justice, and strong institutions for the benefit of its citizens and future generations.
