Muscat – The Social Protection Fund (SPF) is enhancing its efforts to provide faster, easier and more integrated services to beneficiaries through its new Smart Contact Centre, a unified platform designed to connect the public with the fund through multiple communication channels.

The initiative aims to simplify access to information, guidance and support while enabling beneficiaries to choose the channel that best suits their needs. The Smart Contact Centre brings together a range of digital and communication tools, allowing users to engage with the SPF without the need to navigate multiple service points.

As part of the initiative, the fund has introduced Musaed, a virtual assistant designed to support users and provide assistance when accessing SPF services. The digital service is intended to offer convenient guidance and help users find relevant information more efficiently.

The Smart Contact Centre reflects the SPF’s broader focus on improving the customer experience through technology and integrated services. By bringing different channels together within one system, the initiative seeks to make communication with the fund more seamless and responsive.

The service also provides beneficiaries with access to information and guidance related to the services available through the SPF, supporting the public in understanding and accessing the benefits and programmes relevant to them.

The launch comes as government institutions in Oman continue to expand digital services and adopt technology-driven solutions aimed at improving accessibility and efficiency.

Through the Smart Contact Centre, the SPF is positioning customer support as an important part of its digital transformation, with the system designed around the needs and expectations of its users.

The fund has encouraged beneficiaries to make use of its available digital and communication channels to obtain assistance and information. The initiative, which carries the message ‘A faster, easier and more integrated service, built and enhanced with you’, underscores the SPF’s emphasis on developing services in line with public needs.

The Smart Contact Centre is expected to provide beneficiaries with a more convenient and connected way to interact with the fund as Oman advances its digital transformation agenda.