Abu Dhabi Government Contact Centre receives Sharjah delegation
Sharjah Call Centre team visits Government Contact Centre Al Ain to share best practices
Abu Dhabi Government Contact Centre recently played host to a delegation from the Sharjah Call Centre, part of Sharjah Media, to exchange knowledge on government contact centre best practice.
Khawla Al Fahim, Executive Manager of the Spatial Data Centre and Abu Dhabi Government Contact Centre at ADSIC, received the delegation, and gave a presentation on the achievements of the centre and the tour.
The delegations discussed planning and operational aspects of the centre, and best practice in customer services.
"We would like to thank the Sharjah delegation for their productive visit to the Abu Dhabi Government Contact Centre, as the visit enabled us to underscore the most important aspects of the Center's operations and our experience in customer service," said Khawla Al Fahim. "Today, the Centre is considered an integral component of the continually expanding infrastructure of Abu Dhabi's e-Government, and one of the leading modules of customer care in the UAE and across the region."
Al Fahim added, "The Centre's activities are run by a highly qualified team of Emiratis in association with 46 government entities, that operate within a shared framework and objective, which is to effectively serve the customers of Abu Dhabi's government in a way that achieves their happiness, as we continue to be dedicated to enhancing government performance in all areas. To date, the Abu Dhabi Government Contact Centre has fulfilled the needs of more than one million customers, and we have put in place a number of goals to ensure its continued success in light of our wise leadership's aspirations for the future of the center, which includes new development phases, ICT service management, supplier and relationship management and the assessment of government entity performance."
The Abu Dhabi Government Contact Centre was founded with four main aims, namely utilizing the latest ICT tools to provide excellent customer care; improving overall customer care levels; providing multi-channels for government customer service and operating as an integrated government through one single platform.
The Abu Dhabi Government Contact Centre operates 24/7, providing a range of government services in Arabic and English, through multi-channel engagement across telephone, online chat, email, mobile apps and self service capabilities. The centre was established by ADSIC, in Al Ain city, to enable it to achieve 100% Emiratisation.