Multi-channel service delivery strategy of Abu Dhabi Government Contact Centre highlighted

June 3, 2013: The Abu Dhabi Systems & Information Centre (ADSIC) recently shared its successful adoption of an emirate-wide multi-channel public services approach and mobility for the benefit of its citizens during the 4th Annual Kingdom e-Government Summit held recently in Saudi Arabia.

ADSIC was among the select government entities chosen for the exclusive invitation-only Summit, which hosted in-depth discussions on the delivery of technology-enabled public services to the region's businesses and residents. During the last day of the event, Khaled Habrout Al Mazrouei, ADSIC's Business Information Manager, showcased the Abu Dhabi Government Contact Centre (800555) program's multi-channel architecture.

Al Mazroui highlighted the Abu Dhabi Government Contact Center's various achievements, stating that the centre accommodated more than 500,000 cases from its inception in 2008 until March 2012. He revealed that the Contact Centre is currently undergoing a phased approach towards further expanding capabilities to more efficiently handle the growing number of inbound and outbound calls and requests it.

The ADSIC official added that he Contact Centre was able to answer and resolve 85 per cent of information requests during the first call, with cases referred to the competent departments within the Abu Dhabi Government and resolved according to preapproved service levels. He also pointed out that the Abu Dhabi Government Contact Centre was able to successfully complete a series of performance improvements to its operations and customer relationship management last year despite facing many external challenges and various implementation roadblocks.

"We received very positive response from our co-participants at the Kingdom e-Government Summit who appreciated the unique and all-out approach of Abu Dhabi in general and ADSIC in particular in shaping a modernized, technology-enabled government.  We also learned a lot from the vast experience of various e-government strategies across the region which we believe can be of great help in further fine-tuning our own efforts to modernize and streamline public services. Moreover, we had the ideal opportunity to see what technologies and new practices are available and how they can fit into and even improve our current e-government initiatives," said Al Mazrouei.

The 2013 Kingdom e-Government Summit featured 187 one-on-one meetings, hosted more than 100 decision-makers, and presented over 20 distinguished speakers. As the government body in charge of Abu Dhabi's ICT agenda and the modernization of public services, ADSIC regards events such as the Summit as vital platforms for sharing experiences and successes, gaining knowledge and interacting with fellow ICT enablers.

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About ADSIC
The Abu Dhabi Systems & Information Centre (ADSIC) was formed by the Abu Dhabi Government under the leadership of His Highness Sheikh Mohammed bin Zayed Al Nahyan, Crown Prince of Abu Dhabi, Deputy Supreme Commander of the UAE Armed Forces and Chairman of the Abu Dhabi Executive Council. It is the governmental entity overseeing the IT agenda of Abu Dhabi.

ADSIC's mission is to enable the modernization of government services through Information Technology, using multiple channels of delivery. It envisions a high-performance government delivering world-class services. ADSIC uplifts the goal of government modernization at large, which focuses on Performance Improvement, Process Simplification, and Use of IT.

For more information, please contact:
Rani Saddi
PR & Communications Manager
Abu Dhabi Systems & Information Centre
P.O. Box: 3133
Tel       : 02- 6717000
Fax      : 02 6717333
E-mail  : pr@adsic.abudhabi.ae 
Web site: www.abudhabi.ae

Orient Planet PR and Marketing Communications
Office:    00971-2-441 89 95 (Abu Dhabi)
Fax:         00971-2-441 84 66
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© Press Release 2013