MUSCAT : From the heart of Oman’s bustling transportation industry emerges a pioneering force, Mwasalat. In an exclusive interview with Badar bin Mohammed al Nadabi, the Chief Executive Officer of Mwasalat, we gained valuable insights into the challenges and successes of the company, which is at the forefront of transforming Oman's transportation industry. From the collective efforts of all the employees — from the present and former company leaders, to the drivers and technicians — Mwasalat has emerged as a pioneering force in modernising the transportation industry while focusing on customer satisfaction, sustainability, and technological advancements.
For his part, with his wealth of experience and a passion for reshaping public service, Al Nadabi shed light on the pivotal role Mwasalat plays in modernising Oman's public transportation system.
Al Nadabi shared his motivations for entering the transportation sector, citing the opportunity to be part of the transformation of public service as a driving force behind his decision. In 2016, he joined Mwasalat as General Manager for corporate support, tasked with leading the implementation of the Oman National Transport Strategy. Al Nadabi recognised the challenges involved in managing a dynamic sector serving multiple stakeholders with high expectations. However, he seized the unique opportunity to shape the future of public transportation in Oman. In November 2019, he became the Chief Executive Officer of Mwasalat.
One of Mwasalat's primary contributions to Oman's public transportation system has been its unwavering focus on infrastructure development. Al Nadabi highlighted the extensive efforts undertaken to build a robust network of bus stops, coordinating closely with stakeholders such as municipalities, the Royal Oman Police, the Ministry of Housing and Urban Planning, and others. Within a span of five years, Mwasalat successfully established over 1,200 bus stops across the country, laying the foundation for enhanced accessibility and connectivity for passengers.
The transformation extended beyond infrastructure to the selection and integration of top-notch buses from global markets. Mwasalat carefully procured technologically advanced and luxurious buses that met both the strategic objectives and community expectations. With the introduction of an Intelligent Transport System (ITS) in 2019, Mwasalat solidified its commitment to leveraging technology as the backbone of all services. Through the ITS system, passengers now benefit from real-time bus tracking, access to service information, and improved on-time reliability.
While Mwasalat's infrastructure developments continue, it is equally dedicated to ensuring high-quality service through various strategies and practices. Safety remains a top priority, with significant investment in driver training programmes to instill a culture of responsibility and accountability. Regular assessments and compliance with evolving standards further ensure the delivery of safe and reliable services.
To enhance customer satisfaction, Mwasalat actively engages with the community through surveys and feedback mechanisms. By placing a strong focus on understanding passenger expectations, Mwasalat adapts its services to cater to the unique needs of different segments. For example, they have introduced free pass ticketing options for students and incentivised frequent users with a rewards programme, encouraging commuters to rely on public transportation as their primary mode of travel.
The interview also touched upon Mwasalat's plans for future expansion. Al Nadabi outlined a three-phase public transport master plan, aiming to gradually expand their network to cover various cities and governorates in Oman. While the first phase focused on infrastructure development in Muscat and select areas, the subsequent phases will involve expanding services to other cities, prioritising economic, social, and environmental factors. He expressed confidence in constantly identifying and meeting the demands of an evolving demographic.
In terms of demographics, Al Nadabi highlighted the diverse passenger base served by Mwasalat. While Omanis constitute a significant portion of the ridership, expatriates, students, and other segments also rely on public transportation. Mwasalat has implemented innovative incentives to attract and retain different demographics, especially the younger generation to view the public transportation as a reliable and convenient option for commuting.
The CEO reiterated that the journey towards transforming public transportation in Oman is an ongoing effort that requires collaborative involvement from all stakeholders. The challenging times brought about by the Covid-19 pandemic did impact ridership, but Mwasalat remains determined to recover and continue its growth trajectory. With a focus on sustainability, customer satisfaction, and technological advancements, Mwasalat aims to transport 1.6 million passengers daily by 2050 while achieving zero carbon emissions.
Al Nadabi's leadership and Mwasalat's commitment to excellence have played a pivotal role in revolutionising Oman's public transportation system. Their unwavering dedication to improving infrastructure, ensuring high-quality services, and embracing technological advancements are propelling Oman towards a future where public transportation becomes the preferred mode of commuting for all its citizens and residents. As Mwasalat continues to chart its course towards success, the transformative impact on the nation's transport landscape is set to be felt for many years to come.
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