Muscat: ESCWA’s ENACT project aims to accelerate the use of technology and innovation in Arab public institutions. The project has identified 60 outstanding initiatives from 12 Arab countries, with Oman’s complaint window making the prestigious list. This initiative is part of the “Arab Open Government and Innovation Portal,” showcasing successful technological solutions in governance.

The State Financial and Administrative Control Authority’s window is a key component of Oman’s broader efforts to align with the “Oman 2040” vision and Goal 16 of the 2030 Sustainable Development Plan. These efforts focus on promoting peace, justice, and strong institutions. The authority has enhanced the window’s functionality to facilitate effective communication with society, allowing citizens to submit complaints and reports regarding administrative and financial violations.

Available in Arabic and English on both the agency’s website and smartphones, the window promotes community engagement and transparency. Notably, it won the United Nations Public Service Award in 2013 for preventing and combating corruption. Recent upgrades include separate submission processes for complaints and reports, increased confidentiality for whistleblowers, an OTP feature, and a complaint reference number system. Further improvements, such as a chatbot feature, are planned to enhance user interaction.