Going further to enrich citizen engagement with government agencies

Mohammed Areff, vice president, Avaya Middle East, Africa & Turkey, explains how Avaya is working with government organisations in the Middle East to help them deliver superior experiences

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Going further to enrich citizen engagement with government agencies Mohammed Areff, vice president, Avaya Middle East, Africa & Turkey
By  Mohamed Areff Published  April 30, 2017

Effective communication and service comes down to meeting citizens where they are, when they need it and on whatever device or collaboration method they use.

The requirement of deep and personalised engagement at every step of the customer journey is where technology can step in to help achieve the vision of serving the public positively and seamlessly.

In the UAE, which ranks among the world's top 30 in e-government effectiveness and the top in the Middle East and Africa for online service delivery, increasing number of agencies are leveraging modern communications technologies to deliver secure information and services that meet citizen as well as employee demand.  

Dubai's Roads and Transport Authority (RTA) is one of the leading organisations in the area of customer care and has utilised a number of different solutions from Avaya to increase its outreach to customers. Over time the focus of these efforts has evolved, to include voice communications, smart apps and multi-channel engagement. The advanced RTA contact centre integrates mobile and web-based applications, allowing those who contact RTA to choose their preferred platform from voice, SMS, instant messenger and more.

Engagement refers to meaningful connections between individuals, teams and customers that deliver high-quality service across any modality, on any device. This depends on a standardised flow of information from agency to citizen, regardless of channel.

The Ras Al Khaimah Electronic Government Authority (RAK EGA) has invested in a centralised contact centre that also includes ‘context preservation', which enables the contact centre agent to easily access the customer's history and data to provide the most effective counsel and resolution to their query.

Agencies can also leverage engagement processes for the likes of IT assistance, human resources requests and other internal correspondence.

Dubai Police recently upgraded to the latest Avaya Aura communications platform to ensure that members of the public will be able to access non-emergency Police services via a single toll-free number, and also communicate with workers on social media platforms, speeding up response times and allowing police officers to receive information more efficiently.

In order to use engagement to achieve mission success, agencies must understand the motives and goals of those they serve. Then, the right agency can implement the right technology to serve exactly the right customer, all from the very first interaction.

As the global market share leader in contact center solutions and having been named a Gartner Magic Quadrant Leader for Contact Center Infrastructure for 16 consecutive years, Avaya has the privilege of partnering with many of the government agencies that are at the forefront of adopting advanced technologies with a view to improving their own service capabilities.

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