Abu Dhabi Government Contact Centre handles 900,000 calls
Centralised government service centre achieves 88% customer satisfaction
The Abu Dhabi Government Contact Centre has handled more than 900,000 calls this year, according to figures released by the Abu Dhabi Smart Solutions and Services Authority (ADSSSA).
The Abu Dhabi Government Contact Centre is Abu Dhabi Government's first integrated communication platform for its customers, handling customer service requests related to a range of government services from different organisations.
The centre, which is managed by ADSSSA has achieved a customer satisfaction rating of 88%, and also has achieved 100% Emiratisation of its staff.
These results were announced during a visit to the Centre by ADSSSA's executive delegation headed by HE Dr Rauda Al Saadi, Director General of ADSSSA. The visit was made in recognition of the efforts of the Center's staff and to discuss the achievements in terms of enhancing happiness of the society and customers, in addition to increasing the satisfaction of employees and meeting their needs. The delegation was briefed about the employees' suggestions regarding future improvement plans and benefits.
Dr Al Saadi highlighted ADSSSA's commitment to improving the quality of government services by building on the centre's keenness to provide services of the highest international standards and through the adoption of modern follow-up systems and innovative techniques in classifying inbound services.
Al Saadi said: "We are fully committed to the implementation of plans and strategies aimed at bringing more happiness to the community and customers and further increasing their satisfaction levels by providing integrated and comprehensive services 24/7, thereby also building a culture of work practices in various government entities and institutions."