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eGovernment Forschung seit 2001 | eGovernment Research since 2001

Customer Contact Service Center

  • Community Information Centres: Seeking ICT relevancy in rural Africa

    Countries within and across the great African continent are still far behind in strategic utilisation and management of information. This is so because the provision of information services in Africa has been dispersed and access to various information services has become more difficult.

    Sadly, the principal victims of poor access to information are rural people. This is despite the fact that rural communities require information, inter alia, on supply of inputs, new technologies, early warning systems (drought, pests and diseases), credit, and market prices.

  • 200 new jobs as Bahrain plans contact centre

    The first national contact centre to handle calls from the public about all government-related issues in Bahrain is being set up, with 200 new jobs being created.

    The kingdom's eGovernment Authority has announced the initiative, and an initial contract has been awarded to design and build the centre to Bahrain-based strategic consultants BDO Jawad Habib.

  • 4 ways to improve government contact centres - Genesys

    Some officials may think that contact centres are too costly, but many governments are now prioritising these organisations. This is because they are normally the first touch points between citizens and the government, Bruce Eidsvik, Managing Director Asia Pacific, Genesys told FutureGov.

    Eidsvik and his team has been working closely with the Australian government to improve citizen experience at contact centres. He summarises the biggest opportunities for public sector organisations:

  • Abu Dhabi Government Contact Centre achieves notable increase in received cases during the first half of Q3

    Contact Centre received a total of 40,383 cases in August 2016, with voice calls, email, online chat and City Guard topping the list of most popular contact methods

    Ten government entities receive the highest levels of user interaction

    Contact Centre's continuous success is attributed to ADSIC's ongoing efforts to provide high-quality government services with easy access

  • AE: Abu Dhabi centre offers useful information

    Single number for all government service enquiries

    Mariam started work at 8am on a Saturday morning. Within the next hour, she had received more than 10 calls from concerned residents about how to process visit visas, how to access building services, and a handful of complaints.

    All of this is part of a regular workday for Mariam, a 22-year-old from Egypt (whose name has been changed to protect her identity) who currently works at the Abu Dhabi Government Contact Centre.

  • AE: Abu Dhabi Government officially launches Government contact centre in Al Ain

    In order to enhance the quality and speed of services provided to customers, Abu Dhabi Systems & Information Centre officially launched, the Abu Dhabi Government contact center 800555, where 100% of workforce are Emiratis; a major milestone in the Emiratization policies adopted by the Abu Dhabi Government.

    The event was attended by HE Rashed Lahej Al Mansoori, Director General of the Abu Dhabi Systems & Information Centre (ADSIC), the government entity responsible for the supervision of ICT agenda in Abu Dhabi and H.E. Ali Rashed Al Ketbi, Chairman at Abu Dhabi Tawteen Council (ADTC). Upon concluding the press conference, the executives conducted a tour to showcase its innovative facilities to the media.

  • AE: ADSIC participates at Government Contact Centre Summit in Dubai

    To explore the best practice industry methods for delivering world-class contact centres. Abu Dhabi Systems and Information Centre (ADSIC), the government entity responsible for the emirate’s ITC agenda, recently participated in the Government Contact Centre Summit Middle East 2015, which took place at the Dusit Thani Hotel in Dubai from 17th to 20th May.

    As the only event in the region dedicated to the government sector as a central gathering for senior contact centre professionals interested in learning, networking and planning for future developments, the two-day knowledge sharing event aimed at exploring the best practice industry methods for delivering world-class contact centres through efficient workforce management and modern technologies.

  • AE: AskDubai contact centre becomes more popular as unified platform for eServices of gov't entities

    Dubai eGovernment has recently revealed that a monthly average of 20,000 inquiries about online services of Dubai government entities have been received in the first half of this year by its unified contact centre AskDubai on phone number 700040000. This indicates the success of the call centre as an effective unified point of contact providing information services through multiple channels.

    H.E. Ahmed Bin Humaidan, Director General of Dubai eGovernment Department, said: "AskDubai embodies eGovernment's core vision based on easing the lives of citizens, residents, visitors and businesses as it plays a significant role in enhancing the quality and efficiency of the government services provided to various sections of society in the emirate, in both Arabic and English.

  • AE: DEWA partners with Dubai Municipality to offer more convenient government services to customers

    Opening a new Customer Service Centre in Al Manara Centre

    In recognition of the ongoing commitment by Dubai Electricity and Water Authority (DEWA) to provide world-class facilities and services built around the needs of its customers, DEWA announced that it has opened a new Customer Service Centre at Dubai Municipality - Al Manara Centre.

    Al Manara Centre replaces the DEWA Customer Service Center in Umm Suqeim which has been relocated to Sheikh Zayed Road to offer a more convenient and helpful face-to-face service on all electricity and water services for the Dubai community.

  • Bahrain e-Government...now on mobiles

    Bahrain's e-Government services can now be accessed through mobile phones and service centres being launched across the country.

    The mobile portal and common service centres (CSCs) are the latest channels being used to provide government services to the public.

    They were launched by Cabinet Affairs Minister and Supreme Committee for Information and Communication Technology member Shaikh Ahmed bin Ateyatala Al Khalifa and e-Government Authority (eGA) chief executive officer Mohammed Al Qaed yesterday.

  • Bahrain provides e-government services

    Bahrain launched its National Contact Centre to provide eGovernment services in the country. The centre, to employ 1,000 Bahrainis in the next three years, will also provide contact centre services to the public and private sectors, in addition to offering all of the eGovernment's integrated services.

    It is being run by a newly-formed company, Silah Gulf, which was also launched yesterday during a ceremony held under the patronage of and attended by Deputy Prime Minister and Supreme Committee for Information and Communication Technology chairman Shaikh Mohammed bin Mubarak Al Khalifa.

  • Bahrain provides egov services through new contact centre

    Bahrain launched its National Contact Centre, offering e-government integrated services to the public and private sector.

    Operated by the newly formed company, Silah Gulf, the centre offers the same comprehensive services at an elevated level of quality to all ministries, government and private sectors on both local and regional levels through an easy to dial number on a 24 hour basis.

    The National Contact Centre is considered as a channel that permits the Kingdom of Bahrain’s Government to expand the services it offers to its citizens, residents, visitors and businesses by ensuring the prompt as well as simple access. It is part of the main national strategic objectives of the eGovernment Authority that strives to facilitate and to enable citizens to interact with the government through telephone calls, post, emails and by fax.

  • Bahrain: eGovernment Authority announces the Kingdom's First National Contact Centre

    eGovernment Authority has announced the creation of the Kingdom's first National Contact Centre, a strategic move to enhance communication between the public, government departments and authorities in the Kingdom of Bahrain.

    The initial contract of BD109 500.00, to design and build the centre has been awarded to BDO Jawad Habib, one of Bahrain's leading strategic consultants.

  • Bahrain: Establishment of 'Silah Gulf' to provide integrated solutions in call centers

    The eGovernment Authority signed an agreement yesterday with Merchants, a leading provider of contact centre solutions, to establish a new company, named "Silah Gulf", which will provide a full range of integrated contact centre solutions on a local and regional level.

    The partnership also paves the way towards launching the National Contact Centre, the fourth and final integrated government eService delivery channel, having previously launched the eGovernment National Portal (Bahrain.bh), Mobile Gateway, and Common Service Centres.

  • Bahrain: New contact centre company launched

    An agreement was signed yesterday between the eGovernment Authority and contact centre solutions provider Merchants to establish the new company, Silah Gulf.

    The company will provide a full range of integrated contact centre solutions on a local and regional level.

    The partnership will also pave way towards launching the National Contact Centre, the fourth and final integrated government eService delivery channel, having previously launched the eGovernment National Portal (Bahrain.bh), Mobile Gateway, and Common Service Centres.

  • Bahrain:Minister of cabinet affairs launches two new channels to offer govern't eservices to public

    The Mobile Portal and Common Service Centers (CSC), the latest service delivery channels to provide government services to the public were launched yesterday, in line with the eGovernment strategy of Bahrain and Vision 2030.

    As stipulated by the strategy, the eGovernment Authority will offer 200 basic government services to the public through 4 channels – eGovernment National Portal, Mobile Portal, Common Service Centers and the National Call Center. To date, 90 eServices are available through the National Portal (www.bahrain.bh) with the rest set to launch at various stages until the end of 2010.

  • Bangladesh: Jessore: First 'district e-service centre' launched

    The 'district e-service centre', the first of its kind in the country, was launched in Jessore Thursday through a function ushering in a new hope of taking all services of the district administration to the doorsteps of the people, reports BSS.

    "In line with the present government's plan to build Digital Bangladesh, the centre was launched in Jessore to reach all kinds of service of the district administration to the doorsteps of the people," Whip of the Jatiya Sangsad Sheikh Abdul Wahab told the inaugural function as the chief guest.

  • BH: National Contact Centre Responds to 150,000th Call

    The National Contact Centre (NCC) for the Kingdom of Bahrain recently celebrated a major milestone by responding to its 150,000th call. Silah Gulf (Silah), a multi-award winning business process outsourcing (BPO) and customer experience provider, operates the 8000 8001 hotline.

    In the last 18 months, the NCC has received over 165,074 calls in total and has responded to an average of 94% of these calls (154,842 calls till 22 Feb 2011). This rate of service makes it one of the top performing contact centres in the region.

    As per current statistics, calls peak between 8AM and 2PM during weekdays, i.e. normal working hours for a ministry in Bahrain, even though the contact centre is open 24 hours 7 days a week.

  • Bhutan: One per gewog target out of reach?

    Financial constraints put a question mark on this ambitious but important project

    A government objective of establishing community centres (CCs) in all gewogs by 2013 may not happen, it was revealed at the mid-term review of the ministry of information and communications (MoIC) on Wednesday.

    The department of information technology and telecom (DITT) informed the government that Nu 256M more was needed to complete the objective. The department’s director, Phuntsho Namgay, called it a “serious constraint” and a financial requirement that would have to be fulfilled for the objective to be completed.

  • Brandenburg: Potsdam: 1,5 Millionen Vorgänge bearbeitet

    Kürzere Wartezeiten, viele Dienstleistungen: Positive Bilanz nach fünf Jahren Bürgerservice

    Fünf Jahre nach Einführung des Bürgerservice im Stadthaus hat die Beigeordnete für Soziales, Elona Müller, gestern eine positive Bilanz gezogen. Das Ziel, möglichst viele Bürgeranliegen zu bündeln, sei erreicht worden, so Müller. 1,499 Millionen Anfragen und Anträge haben die 34 Mitarbeiterinnen des Bürgerservice seit dem 26. Juni 2000 bearbeitet, davon haben sie 528 500 Vorgänge schriftlich erledigt und 970 500 Anliegen direkt im so genannten Front Office im Stadthaus.

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