Abu Dhabi Govt Contact Centre Forum showcases future projects

Abu Dhabi / Emirates Business

Abu Dhabi Systems and Information Center (ADSIC), organized the Abu Dhabi Government Contact Centre Forum at the Rosewood Hotel – Abu Dhabi.
The event, aimed at discussing the latest achievements, updates and future plans of the Contact Center that have been designed to achieve customer service
distinction and happiness.
The Forum kicked off its agenda through a brief overview on the historic evolvement of the Contact Center and the unique environment it has established to encourage innovation and the all-inclusive nature of the Center’s services for everyone living in Abu Dhabi.
Commenting on the occasion, HE Rashid Lahij Al Mansoori, Director General of ADSIC stated, “I would like to express my thanks and gratitude to the entire team at the Abu Dhabi Contact Center and our strategic partners, as their unrelenting dedication, efforts and team spirit has led to the notable enhancement of the center’s operations in light of the great emphasis that we collectively place on customer service happiness and distinction.”
He added, “The Contact Center has become a global benchmark for multi-channel gateways and a key component of Abu Dhabi’s e-transformation infrastructure, given its central role in government integration and we look forward to future successes.”
The Forum’s program included a presentation by C.E.P.P.S in regards to customer’s happiness and how it directly relates to society in light of the UAE’s extensive drive and focus towards happiness. The presentation also included a discussion on the key enablers of customer service, such as institutional leadership, strategy, operational modules, training, change management and the human element.
In addition, Nelson marketing research delivered a presentation on the measuring tools for customer satisfaction and the role of digital and scientific advancement in enabling service distinction. The presentation also included the customer’s journey and its five supporting pillars: information, time, applied channel, employees, payment systems and the importance of government
services in this domain.
Moreover, the Forum agenda included key highlights and growth figures of the Abu Dhabi Contact Center, including the successful closure of 88% of cases from the first point of contact, completion of 52 workshops and the highest figure of customer satisfaction which reached 92% this year, in comparison to 77% in 2015. As for the distribution of received cases, they include 39% information, 27% reports, 24% service requests, 2% suggestions and 6% complaints. Telephone was listed as the preferred channel of engagement at 77%.
Other topline figures included registering more than 2 million cases and the Contact Center’s Emiratization figure which reached 100%, providing 275 jobs to UAE nationals.
During the forum, Contact Center executives showcased their quality assurance mechanisms, such as its extensive
evaluation process through the closure of cases with no mistakes or flaws by staff which reached 96% and a 93% level of accuracy in case handling, in addition to key performance indicators of government entities who form the Contact Center.
The City Guard app, which represents an integral part of the Contact Center, was also a key channel of discussion during the forum with executives highlighting how the leading app allows for residents of Abu Dhabi to engage the government and report on any issues or hazards to public properties.
The latest figures on City Guard showed that the app has been downloaded more than a 100,000 times and 92% of cases were permanently closed through the app. A number of improvements to city Guard were also communicated, such its new language options, geographical accuracy improvements and the display of photographs to users once cases are solved.
The Abu Dhabi Abu Dhabi Government Contact Centre Forum concluded with an overview of the Contact Center’s past and present state of affairs, in addition to a few future projects that are related to the platforms’ Customer Relationship Management (CRM) through support teams and the adoption of new technology, in addition to the consolidation of upcoming improvement requests to CRM.
Furthermore, future plans included the Contact Center’s aim to strengthen government entity integration and new ways of segmenting requests and cases to provide customers with an enhanced service experience, while highlighting a number of awareness activities such as field visits and training programs for local youth across schools, universities and other institutions.
In terms of government entities, the Department of Municipal Affairs and Transport delivered a presentation on its experience with the Contact Center, and in the field of enhancing customer service levels by creating suitable environments and guaranteeing that strong KPI’s are in place. On its part, the Abu Dhabi Education Council (ADEC) showcased its extensive experience with complaint management, CRM and customer service KPI’s.
The Abu Dhabi Government Contact Centre Forum concluded with an awards ceremony to honor outstanding employees. Winners included the Abu Dhabi Education Council, Abu Dhabi Police GHQ and the Abu Dhabi Tourism and Culture Authority for Best Response Entity 2015 (More than 1000 cases). Zayed House for Islamic Culture, Emirates College for Advanced Education and Abu Dhabi Quality and Conformity Council for Best Response Entity 2015 (Less than 1000 cases).
On the individual level, Saleh Al Marzouqi from Abu Dhabi Farmers’ Services Center won the Best Knowledge Executive Award 2015. Abu Dhabi Contact Center winners included Razna Al Bureiki for Best Team Leader 2015, Amna Al Kaabi for Best Case Executive 2015 and Khuloud Al Kuwaiti for Best Customer Service Representative 2015.