Doha, October 20, 2025 — Qatar’s Ministry of Municipality (MoM) has reached a major milestone in its digital transformation journey, announcing that the total number of its digital services now stands at 206, with plans to exceed 400 e-services in the near future. The initiative aligns with Qatar’s national digital transformation strategy, which aims to create a faster, smarter, and more connected government ecosystem.
The Ministry’s transformation drive — led through its “Oun” mobile application and official website — underscores its commitment to enhancing customer experience, operational efficiency, and accessibility. Speaking to Al Rayyan TV, Amal Al Mohannadi, Assistant Director of Customer Service and the Unified Contact Centre, said:
“The Ministry is undergoing a comprehensive digital transformation through the Oun app and its website. This automation allows customers to access services easily, anytime and anywhere, in line with the country’s vision of building a modern, smart government.”
AI Integration and Sector-Specific Services
Al Mohannadi revealed that artificial intelligence (AI) is being integrated across multiple service operations, with AI-driven features set to launch soon. A dedicated package of digital services for farmers is also being introduced to streamline agricultural procedures and improve access to government support.
The Ministry’s Unified Contact Centre (184) plays a central role in this transformation, enabling the public to submit inquiries, complaints, and feedback. A notable example of this agile system was the digitisation of the bulky waste collection service, implemented within two weeks following a customer suggestion.
Hybrid Access Model and Performance Metrics
Alongside its digital platforms, the Ministry continues to operate eight customer service offices across municipalities and maintains specialised offices for urban planning and agriculture — ensuring that both digital and in-person service channels remain available.
In 2025 alone, 172 services were launched via the website and 127 through the Oun app, processing a total of 618,990 service requests:
- 278,821 via the website
- 156,845 via the Oun app
- 132,071 via customer service offices
- 26,651 electronically scheduled
The Oun app has surpassed 131,000 downloads on Android and iOS, while the Ministry’s website has attracted over 3.3 million visits this year. Impressively, 93% of all transactions were completed electronically, and 97.7% of customer service requests were resolved efficiently, demonstrating the success of Qatar’s e-government efforts.
Customer-Centric and Future-Focused
Customer engagement remains at the forefront of the Ministry’s strategy. Citizens can connect through multiple channels — including the Oun app, hotline, email, WhatsApp, and in-person offices — ensuring an inclusive and responsive public service experience.
The Ministry’s roadmap reflects Qatar’s broader ambition to position itself as a regional leader in smart governance, leveraging digital innovation, AI, and citizen feedback to build a more sustainable and efficient government ecosystem.
