Engineer Lamia Al-Fadala, Director General of the Northern Area Municipality, expressed her pride and joy in the aftermath of the Northern Area Municipality winning the "Excellence in Customer Communication" award for the year 2020, noting that the Northern Area Municipality seeks to provide the best level of services in the most efficient manner and that is in line with the smart government approach.  Eng. Al-Fadhala said during her reception of the team overseeing The National System for Suggestions and Complaints (Tawasul), that Tawasul is an excellent model that has enhanced the process of communication between officials and the public. "Tawasul" also contributed to reducing the gap between citizens and officials, reducing pressure on government agencies, and developing a mechanism to quickly respond and address citizens' complaints in a practical and efficient manner.