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96% of reported cases have been permanantely solved
Abu Dhabi - Abu Dhabi Systems and Information Centre (ADSIC), the government entity responsible for the emirate's ITC agendarecently marked one year since the establishment of the Abu Dhabi Government Contact Centre 800555 in Al Ain on 16 February 2015.
Launched at the beginning of 2014 in cooperation with the Abu Dhabi Tawteen Council and the private sector, the Contact Centre Centre aims at effectively linking Government and individuals andenhancing customer and public service quality throughout the UAE's capital by centralizing a large range of Government services through one streamlined electronic communication channel.
Since its launch, the Contact Centre in Al Ain has received a total of 318,544 cases, representing a notable 16% increase in comparison to the year 2014, and out of which an impressive 96% of cases have been permanently resolved and closed.
Speaking on the occasion, Mr. Saeed Mohammed Al Mansoori, Executive Director of Shared Government Servicesat ADSIC stated, "The Contact Centre in Al Ain has continued to grow from strength to strength, boosting its case capacity, workforce and the diversity of issues it handles. It has effectively played a key role in accelerating the speed and quality of services provided to customers across the emirate, in addition to overall response time to queries and comments making it a reliable and fully rounded e-government channel for all end-users."
Al Mansoori added, "The growth and breadth of cases handled by the Contact Centre over the last year is a true testament to its impact and success. Moving forward, we will continue to work closely with our partners to identify innovative ways of improving the effectiveness, reach and value of ourservices through integrated electronic infrastructure."
Al Mansoori went on to say that since the Executive Council assigned ADSIC with the task of setting up and managing the Call Centre, the ITC entity managed to place Al Ain city at the forefront of its electronic governance platform, as the city was chosen for its prominent location as well as the abundance of local Emirati talents that is possesses, reaching an impressive 100% rate of Emiratization, an area ADSIC is highly proud of.
The Abu Dhabi Contact Centre in Al Ain receives and handles a wide range of inquiries and case reporting from citizens and residents with the latest figures indicating 53% information, 12% reports, 17% service requests, 9% complaints, 3% suggestions and 0.3% of calls thanking and recognizing the efforts of the Call Centre in assisting end-users through added-value services.
Government parties enrolled with the Contact Centre currently include 46 entities with a total of121 UAE nationals employed, out of which 80% are women in comparison to an employee total of 92 when the Centre first launched in 2014. Most cases are received during official working hours with the largest Government sectors being environment and infrastructure at 30.80% and social development at 32.40%, followed by Federal at 15%, economic development at 7.50%, government distinction at 7.20% and development of human resources at 7.10%.
In addition to receiving calls from individuals including citizen, residents and tourists, the Abu Dhabi Government Contact Centre 800555 in Al Ain handles a large range of calls from private companies and other non-participating Government entities providing them with timely, accurate and added-value information. Members of the public and representatives from the Government and private sector are encouraged to communicate with the Call Centre by calling its hotline: 800555 - 24hours a day, 7 days a week to obtain a large range of information, and make complaints and suggestions through the pioneering integrated electronic channel.
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© Press Release 2015
