Sana'a: A meeting held in Sana'a on Tuesday, chaired by Deputy Head of the Tax and Customs Authority Dr. Ahmed Shuraim, discussed activating the electronic complaints system as part of the Authority's efforts to enhance digital transformation in service delivery.
According to Yemen News Agency, Dr. Shuraim emphasized the significance of the project in improving relations and strengthening the partnership between taxpayers and the tax and customs administration. He highlighted that the system is a modern tool for developing communication channels with citizens, traders, and customs brokers, reflecting efforts to advance institutional work.
Dr. Shuraim noted that expanding the system across various sectors and administrative units would be a crucial step toward strengthening oversight, transparency, and improving institutional performance. He added that the project represents an initial step toward the future use of artificial intelligence, including the possibility of linking it to the Call Center to automatically receive calls, convert voice complaints and feedback into electronic text, and enter them directly into the system.
The meeting, attended by the Authority's software development team headed by engineer Nashwan Al-Khail and employees responsible for trader and taxpayer services, reviewed the system's technical capabilities and mechanisms for receiving complaints, inquiries, and suggestions from various sources. It also discussed available options, including the communication service at one-stop windows in offices and branches, as well as a free electronic application enabling beneficiaries to easily submit reports and complaints.
The system facilitates referring complaints to the relevant departments, sectors, and administrative units in accordance with the organizational structure of the merged Tax and Customs Authority. It also enables complaints to be tracked, follow-up procedures monitored, and the time required to process and close complaints measured, thereby enhancing administrative oversight, transparency, and responsiveness.
At the conclusion of the meeting, several technical and development-related observations were discussed. Several employees were assigned to follow up on pending and open complaints, complete the procedures for addressing and closing them. The meeting also stressed completing the necessary technical and administrative requirements to expand and activate the system as soon as possible, in line with the Authority's leadership directives.