The new CRM application will help RAK e-Government Authority to understand as well as anticipate the needs of government and private organisations as well as the public at large. Dr. Hashem Ar-Refaei, RAK Govt.
Advisor on I & T and Director General of RAK-eGA said: 'The agreement will help in the realization of the vision of H.H. Sheikh Saud bin Saqr Al Qasimi, Crown Prince and Deputy Ruler of Ras Al Khaimah, to implement the 'RAK Intelligent City' concept by harnessing ICT technology to improve service delivery to constituents and grant them easier access to an array of more personalized public services. The deployment of modern CRM technology is critical in realizing this vision and will help RAK Government deliver exceptional customer experiences and services.'
With the new CRM system, each customer interaction is added to the customer's contact history, allowing RAK-eGA to retrieve relevant information on customers from the database as required.
The solution would also allow it to track the nature of customer inquiries and the response of corresponding government service delivery systems, thereby providing a more responsive and personalized approach in government services delivery.
As part of the agreement, the existing contact centres of RAK-eGA will be transformed into state-of-the-art call centres enabled to receive and handle public enquires through a variety of channels- including website, mobile and traditional phone networks, and route them to the respective government entities.
The contact centres will enable RAK-eGA to deliver sustainable and superior service to the end users of RAK e-Government portal and the general public.
RAK-eGA has been spearheading RAK's e-government agenda towards putting in place an easy-to-use, integrated and quality-driven ICT services to maximize productivity and attract investments to the emirate.
It had recently launched an e-services portal offering 62 government-related services online to the public, including e-licensing and e-payment options.
Majal, the recently established ICT company for the RAK Government, has completed the task of building a state-of-the-art ICT infrastructure for RAK.
RAK-eGA is leading the way in using the new infrastructure which Majal has built, to reflect the existence of full integration and strong cooperation between them.
Chief Operating Officer for Majal, Engineer Kay Olateru said, 'The Government and private organisations in RAK will benefit by connecting to this network of systems as it increases interoperability and it establishes a fixed level of standards across the board. The portfolio of our products and services for RAK Emirate organisations comprise of managed services, software integration, contact centre solution and data centre management and hosting services'.
Instead of addressing social, economic, public and safety requirements separately, Majal has established a holistic ICT strategy as the foundation for all development plans in an integrated manner guided by a set of superior standards.
This will give RAK a clear head start over many similar initiatives in the region.
Majal has formed strategic partners with some of the leading vendors within the industry including Cisco, Microsoft, EMC, Ericsson, IBM, Juniper, KPMG and Etisalat for securing best-of-breed technology.
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Autor(en)/Author(s): Eman Hassan
Quelle/Source: AME Info, 23.07.2008
