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.
Since its launch in 2008, the centre's telephone number 800555 has become the single contact number for all government service-related enquiries. Customer service representatives at the centre run by Musanada (Abu Dhabi General Services) receive calls 24 hours a day and seven days a week.
"Our contact number is a convenient way for people to reach the Government of Abu Dhabi, and anyone, whether resident or visitor, can have their questions about the emirate answered or concerns heard," Mariam said.
She said the majority of enquiries are regarding Abu Dhabi city, followed by Al Ain and then Al Gharbia (Western Region).
Busy times
People often call when they are searching for schools that are closer to their homes. They call to lodge complaints about hospitals, to ask about driving licence procedures, or even when hunting for a job.
"Our busiest times are between 7am and 2pm, but late afternoons between 4pm and 5pm are also busy. For instance, today, I myself dealt with at least 10 enquiries in the first hour of my shift," said the representative who has been working at the contact centre for the past five months.
For an enquiry to be answered or a complaint to be registered, the customer service representative first asks for the caller's name and mobile number. This brings up the caller's registered name, number and any registered e-mail address that the representative can check.
Portal
"Other staff members typically deal with forwarding complaints, but as a customer service rep, I can follow up in case someone calls back and wants an update," Mariam explained.
The centre offers services in both English and Arabic. In addition, it has a linked e-government portal which is run by the Abu Dhabi Systems and Information Centre at www.abudhabi.ae, as well as a dedicated fax number and online forms for e-mailing.
"It is all about connecting people with the Abu Dhabi Government. So thank you for calling the Abu Dhabi Government Contact Centre. Have a nice day and goodbye," Mariam said as she hung up.
To reach the Government of Abu Dhabi:
- Call 800555 from inside the UAE, or 971 2 666 4442 from abroad.
- Visit www.abudhabi.ae for more information, or to use forms to send e-mails.
- Fax: 971 2 671 5550.
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Autor(en)/Author(s): Samihah Zama
Quelle/Source: gulfnews, 22.05.2011
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