The Telecommunications Regulatory Authority (TRA) has recently won the ‘Best Government Entity Using the Latest Technologies’ category of the Genesys G-Summit Middle East Awards, which was held at the Armani Hotel in Dubai. The new achievement serves the TRA’s vision in making the UAE a global leader in ICT and reflects its success in implementing Interactive Voice Response (IVR), which has been used in developing and launching its new contact center based on several key indicators that affect the efficiency and functionality of the department in particular, and the TRA in general. The indicators include a demand and capacity; provision of equal service that is equipped to respond to queries from customers over the phone; the adoption of organized and approved reports that can be used to study and analyze several issues; a technical, flexible and smooth system through which several options can be added or to put an audio message to the customers; and recording calls in full detail to measure the quality of services provided.
H.E Hamad Obaid Al Mansoori, Director General of TRA, said: “This prestigious award is a recognition of our efforts and continuous hard work and as a documentation for our outstanding performance in providing services that match the highest quality standards based on the latest technical innovations. This recognition puts us in front of more responsibilities to continue our efforts in increasing the UAE’s presence on the global technology map.”
Al Mansouri added: “TRA is making efforts to raise the efficiency of the services provided by the ICT sector. We always keep in mind the upgrading of quality of the services provided to the public, to make the life of our customers easier in order to make them happy. We devote our efforts to ensure the highest levels of excellence in all that we do and achieve—as true leadership comes through determination, persistence, planning and organization. Today, we are going forward to the future with well-planned steps that are based on systematic strategies and clear scientific processes, especially since we have the high skills and qualifications. We believe that we are on the right path and we always strive to provide innovative solutions as they are keys to our success. TRA looks forward to implement its strategic objective of regulating the telecommunications sector in the UAE and enforce a regulatory framework that stimulates competition and elevates the level of services provided.”
Hana Al Marri, Director of Customer Happiness Section, received the award during the annual ceremony of Genesys G-Summit in the presence of leading senior government officials and CEOs of major private companies.
The TRA is currently in the process of creating an intelligent system designed to manage customers waiting process in the service centers. The system is to be linked with the Emirates Identity Authority (EIDA) and Customer Relations Department system, as well as the staff of the service centers management system to benefit from an integrated database of customers, applying the standard of linking the UAE National Identity with the systems used in TRA, ensuring the establishment of an integrated file for customers that is linked with all the regulations related to the services provided in TRA, in addition to automating the visitors management process. The smart guidance system will also be applied soon across incoming e-mails in order to increase efficiency and ensure quick response and reply to incoming messages.