The Municipality of Madinah announced the launch of its new “Digital Report” service, a significant leap forward in communication with citizens, residents, and visitors. This service aims to expedite the handling of complaints in Madinah and enhance the efficiency of responses to suggestions. It is part of a comprehensive suite of electronic services through which the Municipality seeks to improve the quality of municipal services and boost customer satisfaction, in line with the Kingdom’s Vision 2030 goals for government digital transformation.
A step towards digital transformation: Enhancing the efficiency of complaint handling in Medina
The launch of the “Digital Report” service comes within the framework of broader national efforts to achieve comprehensive digital transformation across all government sectors, a key pillar of the Kingdom’s Vision 2030. This vision aims to build an effective digital government based on transparency and efficiency, placing the citizen at the heart of its priorities. Through this platform, the Madinah Municipality is transitioning from traditional procedures that required time and effort to an integrated digital system that ensures complaints or suggestions reach the relevant authority immediately, thus reducing processing time and enhancing the municipality’s ability to monitor performance and resolve issues more effectively.
A fully integrated digital experience to serve the city's residents and visitors
The “Digital Complaint” service provides a seamless and integrated user experience, offering easy and clear access via a dedicated link. The service goes beyond simply submitting complaints; it extends to multiple channels that foster interactive communication. Users can submit a new complaint, escalate an existing one if dissatisfied with the handling, or even request the conversion of an existing paper-based service to a digital one, contributing to the continuous development of the electronic system. This approach directly engages users in the service improvement process and makes their feedback a fundamental input for future development.
A tangible impact on quality of life and municipal services
The importance of this service extends beyond its status as a new electronic channel; it is an effective tool for improving the quality of life in Madinah, a city of immense religious and historical significance that receives millions of visitors annually. The rapid response to issues such as road maintenance, cleanliness improvements, and public facility development directly impacts the experience of both residents and visitors. Furthermore, analyzing the data received through the platform will enable the Municipality to identify recurring problems and areas requiring greater attention, facilitating proactive plans for the sustainable improvement of infrastructure and services. The Municipality invites all beneficiaries to utilize the service and submit their opinions, comments, and suggestions via the following link: https://my.gov.sa/ar/digital-complaint.
