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Advisory project for the Ministry of Housing – Oman, focused on redesigning the customer journey, improving service delivery, training staff on service excellence, and building a digital transformation roadmap for customer experience. My role included workflow optimization, CX mapping, and enabling the ministry to deliver faster, user-centered services.

About the Project

The Ministry of Housing in Oman sought to enhance customer experience, streamline service delivery, and transform traditional processes into modern, efficient, digital-first workflows.

The project aimed to improve how citizens interact with ministry services, reduce waiting time, strengthen internal operations, and build a customer-centric culture.

My Role in This Project

1) Customer Experience (CX) Evaluation & Journey Mapping

• Conducted a full analysis of customer interactions across all service touchpoints.

• Identified pain points in the customer journey—from initial request to final service completion.

• Mapped the “Current State Journey” and proposed an improved “Future State Journey.”

2) Service Design & Process Optimization

• Re-engineered internal workflows to reduce customer waiting time and streamline decision-making.

• Designed clear, simplified service paths to improve speed, accuracy, and transparency.

• Proposed operational changes to eliminate duplication and unnecessary administrative steps.

3) Digital Transformation Strategy for Customer Service

• Developed recommendations to adopt digital tools and technologies within customer service centers.

• Suggested automation opportunities and digital channels to improve accessibility.

• Designed a roadmap for integrating digital services into the ministry’s core operations.

4) Staff Training & Capability Building

• Conducted workshops for ministry staff on:

  • Service excellence

  • Customer engagement

  • Handling complaints professionally

  • Improving communication and service behavior

  • Understanding customer expectations

• Supported teams in shifting toward a customer-centric mindset.

5) Performance Measurement & KPIs

• Defined KPIs to measure service quality, waiting time, case resolution, and customer satisfaction.

• Suggested dashboards and reporting structures for continuous improvement.

Impact & Expected Outcomes

• A clearer, faster, and more user-friendly customer journey.

• Reduced customer waiting time and improved service completion rates.

• Stronger alignment between internal processes and customer expectations.

• Enhanced ability to adopt digital transformation in customer service operations.

• Empowered staff with modern skills for service excellence.

• Higher customer satisfaction and improved operational efficiency.