Abu Dhabi Government Contact Center carries out 3 million cases this year

Abu Dhabi Government Contact Center carries out 3 million cases this year

The Abu Dhabi Government Contact Centre has handled more than 900,000 calls this year, and its employees have successfully completed more than three million procedures that involve managing cases in the system, achieving 88 per cent of customer satisfaction.

The Abu Dhabi Government Contact Centre, Abu Dhabi Government’s first integrated communication platform for its customers, has also achieved 100 per cent Emiratisation rate. The contact centre managed by Abu Dhabi Smart Solutions and Services Authority (ADSSSA) is one of the few governmental centers of its kind that offers a range of services and unique procedures in case management and quality management.

These results were announced during a visit to the Centre by ADSSSA’s executive delegation headed by H.E. 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. H.E Al Saadi responded to customer contact personnel, took note of their needs and answered their queries. After that, she toured the various sections of the Centre and inspected the workflow and handling of cases.

Al Saadi lauded the efforts of the Center's staff who provide best services with an aim to enhance customer happiness. She also praised the Abu Dhabi Government's vision which recognizes the value of its employees and their exceptional capabilities in providing the highest quality of services to customers. Furthermore, she highlighted ADSSSA's commitment to improving the quality of government services by building on the Center's keenness to provide services of highest international standards and through the adoption of modern follow-up systems and innovative techniques in classifying inbound services. This plays a major role in decision-making and facilitates necessary procedures with the aim of upgrading and developing Abu Dhabi’s services in line with the UAE leadership’s directions that consider the happiness and prosperity of the people as a top priority.

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.”

Furthermore, Al Saadi underscored ADSSSA's efforts in developing the smart systems for government services to cater to the needs of all segments of customers, to improve and facilitate the services provided, and to supervise the establishment of customer service centers, which will offer smart and integrated services in line with the highest international standards.

ADSSSA had launched the Smart Geospatial Contact Centre during the International Esri User Conference 2018. The Contact Centre is the first-of-its-kind government level project being implemented in cooperation with Esri and is based on the use of machine learning technology, Big Data and Artificial Intelligence (AI), and also employs state-of-the-art GIS technologies and mechanisms.

Al Saadi briefed the employees on the importance of this project in supporting and modernizing the operations of the Government Contact Centre in Abu Dhabi, as the Abu Dhabi Government will be the first in the world to provide a comprehensive platform that serves the geospatial infrastructure to integrate data from all government entities in Abu Dhabi, and handle a large amount of data accurately, thus providing services and projects efficiently and seamlessly.