'With the increase in population and rising expectations of people in the field of healthcare, the Department of Health and Medical Services in Dubai has been challenged with building an effective communication channel with all regular contacts,' said Mahmood Al Saeed, Head of Telecommunication Unit, Department of Health & Medical Services. 'We discovered that conventional channels are not equipped enough to handle the huge number of queries and questions from the public and medical community. After studying the state of the art systems of Dubai eGovernment's AskDubai call centre, we found that it provided answers to all our problems.'
'AskDubai state of the art structure offers multiple access using advanced CRM systems, allowing interactive 24-hour response mechanisms. AskDubai offers an ideal combination of agents and electronic systems to deliver precise answers to customers. We have collaborated with AskDubai to ensure that agents are fully trained in all Al Saeed.
'We are proud that yet another government department has joined our contact centre, AskDubai,' said Rehab Lootah, eServices Provisioning Manager, Dubai eGovernment, Dubai eGovernment. 'AskDubai has been designed to handle the large-volume calls generated by departments like Department of Health and Medical Services. We expect the trend of outsourcing call centre requirements to gather further momentum, as this will allow government departments to focus on their core operations, leaving the management of customer response mechanisms to experts. AskDubai provides the ideal solution though multiple choice of communication such as the Internet, fax, voice mail, and agents.'
Outlining the advantages of an integrated and shared call centre for government departments, Lootah said AskDubai served as a single point of contact to government departments in Dubai, and it was accessible round the clock, provided bilingual support through multiple channels and unified inquiries, complaints and feedback.
Since its launch in June 2003, AskDubai has been adopted by five government departments, namely Dubai Police, Dubai Municipality, Land Department, Dubai Civil Defence, and Dubai Development Board. It has handled more than 91,518 incoming calls and 1,748 emails as of end August 2004. In addition, it initiated more than 26,426 outbound calls, 874 online chats and over 53 faxes.
Customers can contact AskDubai on phone line 7000 40000 or submit their queries to Diese E-Mail-Adresse ist vor Spambots geschützt! Zur Anzeige muss JavaScript eingeschaltet sein! available on the portal www.dubai.ae or send a fax on 04 330 3399. Those wishing to post comments can go to 'Feedback'. There is a facility to chat online with one of the agents. Users can also go to the 'Schedule a Callback' link to be called back at an appointed time. They can choose 'Chat and Talk' link if they want a representative to call them back on the telephone while they are still chatting online.
Autor: Anne-Birte Stensgaard
Quelle: AME Info, 30.09.2004
