OPAZ services records 82% of customer satisfaction

Muscat - December 5, 2022

The Public Authority for Special Economic Zones and Free Zones (OPAZ) has recorded around 82% of customer satisfaction rate as of end of November 2022. The rate included evaluating a number of services provided by OPAZ in its affiliated Zones, such as services for providing building permits, demarcation, environmental permits, amending building permits, project plans, and investors relation management system.

OPAZ Call Centre (1919), which was launched in September 2022, received more than 270 calls in addition to other inquiries received via online communications. All calls and inquiries have been managed and communicated with the concerned departments. Further, the Call Centre issued regular reports on all complaints and recommendations as well as conducted customer satisfaction evaluation for the services provided. The Centre is equipped with relevant systems that assists in handling all the complains received and managed internally with the concerned departments. It is worth noting that the Call Centre serves all special economic zones and free zones by providing the key guidelines and information to investors, customers, entrepreneurs and the community.

OPAZ is keen to provide all facilities that contribute to achieving highly efficient and quality services to investors, whether local or international, and provide sufficient information and tools that ensure smooth performance and quick response.

Moreover, OPAZ has received a number of ideas and recommendations via the internal portal “Share Your Ideas”, which exceeded 170 ideas. However, the opportunity was also given to public to share their ideas and suggestions, which are being evaluated and brought to discussion for further clarification and way forward.

On the other hand, the Public Authority for Special Economic Zones and Free Zones announced last August of this year that it will stop all paper-based transactions and documents at the one-stop shop in the Special Economic Zone at Duqm. This comes as part of its environmentally-friendly initiative to stop paper-based transactions. This initiative was launched to reduce the use of paper documents in the zones affiliated with OPAZ and to enhance efforts towards digital transformation and expedite transactions.

It is worth noting that OPAZ accords attention to improving the level of services provided to investors and customers and meeting their aspirations, as well as seeking to enhance their online experience. Over the past years, OPAZ launched a number of electronic services that highly contributed to facilitating access to many services online without the need to visit OPAZ headquarters in Muscat or the Special Economic Zone at Duqm (SEZAD).

The Call Centre of the Public Authority for Special Economic Zones and Free Zones extends its working hours from 08:00 am to 08:00 pm, unlike before where calls had been received during the official working hours only. Besides, the Call Centre Team are very well trained and qualified to be able to respond to the different calls and provide relevant information. Also, the Centre is supported by systems to track the process of transactions, as the Centre equipped with latest technical systems in order to ensure quality and efficiency and provide quick response.