New communication channel to provide improved services By Hasan kamoonpuri — MUSCAT — Muscat Contact Centre, a state-of-the-art 24 hours call centre (1111) of the Muscat Municipality was launched here yesterday under the auspices of its Chairman Sultan bin Hamdoon al Harthy. The centre has been established in line with His Majesty's vision and imperative to provide improved services through customer contact centres.
The centre provide services in a faster way and cope up with the continuous progress in the municipal work to upgrade the services rendered for the public and the beneficiaries in conjunction with Samatel Telecommunications Company. Speaking on the occasion, Al Harthy said the new centre is a qualitative shift towards providing the services for the people and visitors of Muscat as all are involved in serving this city.
He said the centre ensures that the communication channels among the beneficiaries, locals and visitors are active all the time through interactive decision-making between the executive apparatus of the municipality and the public as it is considered as a place where people and visitors take part in building an identity of high quality services in Muscat depending on rapid implementation of services.
He pointed out that centre will receive proposals and remarks from the public and ensure rapid completion of transactions as it includes quality measurement and documents reviewing which carry all the proposals and remarks of the public.
Al Harthy said Muscat Call Centre (1111) is keen to co-operate with other call centres of the municipality, such as the waste water, electricity and water, communications and tourism by listing the call centres concerned numbers under the umbrella of (1111) as this number is easy to remember.
The municipality chairman affirmed that new centre is an effective means based on transparency, high-tech and social communication channels, pointing out that room for social dialogue concerned with the city of Muscat and other governmental departments that are concerned with services in this city will be opened soon.
Khalid bin Da'oud al Zadjali, Deputy Director-General of Information Systems and Head of the Committee of setting up Muscat Call Centre, said that setting up of the centre ensures the provision of best services for the public in all sectors related to municipal work which comes in line with technological progress, in addition to availing a database for the services through best and latest techniques that support the mechanism of call centres. This will enable the decision-maker in the municipality to make decisions and determine the priorities according to the municipality's visions.
The call centre processes depends on the usage of best and latest methods of the systems, as well as the advanced technological techniques to ensure the high quality services.
The centre consists of 24 persons, including 10 in the first line support and 14 in the second line support. For any problem, whether relating to roads, electricity and water supply, permits, request for removal of unused old cars lying in neighbourhoods, dead cat or even cockroaches in homes, one can call 1111 to register the complaint. For each complaint the Call Centre gives a ticket number to the caller for further follow-up.
Customers can also send their feedback, complaints or suggestions by e-mail to email@example.com.