Abu Dhabi Government Contact Centre marks first anniversary
Centralised government contact centre in Al Ain employs 100% Emiratis, 80% women
Abu Dhabi Systems and Information Centre (ADSIC) has marked the one year anniversary of the Abu Dhabi Government Contact Centre, which was established in Al Ain last year.
The contact centre, which handles calls from the public and businesses, has handled 318,544 cases since launch, with a 96% resolution rate.
The centre has also achieved 100% Emiratization, and 80% of its employees are women. The centre now provides contact centre services to 46 government entities.
Saeed Mohammed Al Mansoori, executive director of Shared Government Services at 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 our services through integrated electronic infrastructure."
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 and enhancing customer and public service quality throughout the UAE's capital by centralizing a large range of Government services through one streamlined electronic communication channel.