Abu Dhabi, UAE – 16 February 2017:  A delegation from the Sharjah Call Centre, part of Sharjah Media, recently visited the Abu Dhabi Government Contact Centre in Al Ain (800555), to exchange knowledge and expertise and gain key insights into the various planning and operational aspects of the Centre. The visit also aimed at highlighting the Abu Dhabi Government Contact Centre’s best practices in the areas of customer service within the framework of local and international standards.

The Sharjah delegation was welcomed by Mrs. Khawla Al Fahim, Executive Manager of the Spatial Data Centre and Abu Dhabi Government Contact Centre at ADSIC, and a number of in-house staff, who greeted the guests and delivered a detailed presentation and overview on a range of affairs related to the Contact Centre, including its management, applied technology and workforce, followed by a Q&A opportunity and a tour of the Center. 

“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.

Furthermore, the visit by the Sharjah Call Center included a presentation on the four pillar objectives of the Abu Dhabi Government Contact Centre, which are:

• Utilizing the latest ICT tools to provide excellent customer care
• Improving overall customer care levels
• Providing multi-channels for government customer service
• Operating as an integrated government through one single platform

During the visit, challenges that were faced in the past were also discussed, as these challenges, drove the need to establish the Abu Dhabi Government Contact Centre in Al Ain in 2008, under the patronage of HH Sheikh Mohamed bin Zayed Al Nahyan, Crown Prince of Abu Dhabi and Deputy Supreme Commander of the UAE’s Armed Forces, in order to achieve the Abu Dhabi government’s vision to excel in distinguished customer service and in line with the Government’s strategic objectives, as the contact center serves as a central link between end-users and various government entities.

The Abu Dhabi Government Contact Centre operates 24/7, providing services in both English and Arabic. Key offerings include inquiries, complaints, suggestions and service requests. Channels that are available to the public through the Center include telephone, clerks, online chat rooms, self-services, email and a mobile application.

The Abu Dhabi Executive Council assigned ADSIC, the government entity in charge of Abu Dhabi’s ICT agenda, infrastructure and operational framework, to establish and manage the Abu Dhabi Government Contact Centre (800555) in Al Ain city, as a platform for one of the most important e-government services . Al Ain was specifically chosen for its renowned position and reputation for fostering national talent, which helped achieve a Emiratization rate of 100%.