Muscat Municipality holds induction episodes about the communication center system 1111
written by: Ibrahim Al Hasani
Photography: Solaiman Al Khsaibi
Yesterday morning, the induction episodes about the new communication center system 1111 at Muscat municipality were set off by the participation of all the staff of the directorates and units of the municipality whom work tasks in the center are related to a number of days . It will be Samia, daughter of Hamad Al Saidiyah, who will give the lecture.
The induction episodes will talk about the tasks of the center, its features, roles and the work mechanism that will serve the citizens. The communication center works by a number of steps. First, It receives the coming communication and the competent employee in the center opens a new page for the e-program (complaints and observations). Through this page, the form will be filled electronically by entering the caller information, state details, its classification to any directorate or section and then sending the communication to the competnent authority for following up the situation and the support line which is represented by the authority responsible for the problem . The Authority responsible for the problem will work to solve the problem and re-reply the communication of the second line who will, in the coming step, communicate with the caller for notifying him with solving the problem and then closing the page.
Muscat communications center is regarded as one of the development mechanisms , a method for improving the quality of providing the services and a window for communication between Muscat municipality and the people according to the latest mechanisms. Muscat communications center has been established by the municipality for ensuring the best delivery of services for the people in all the sections related to the municipal work , facilitating communication with it in accordance with the technological development and setting the best database for the services provided by the by using the best and latest technologies that support the work of the communication centers for managing the decision makers of Muscat municipality to take the right decisions and setting necessities according to its vision .
Communication Channels
Communication center processes depend on using the best modern means and the developed and electronic systems and techniques for ensuring high quality and distinctive service. The classification of the communication center was applied to all the communications with the clients in different topics and addressed them to competent employees for solving the problem. All taken procedures are supervised for completing the process. Results of the observations or complaints will be sent by fax or SMS, e-mail or the other communication channels preferred by the client .
Interactive voice
Reply the interactive voice is (1111) for communication by calls , as the client can call the hotline (1111) ) and make use of the following services: Inquiry about the treatment state, listening to the actions of some services and talking to the center employees (qualified and trained staff for call handling.
Observations and Complaints
Muscat municipality E-portal - enables the clients to provide their observations and complaints through Muscat municipality e-portal Client can fill and submit the form via internet through the system. They will be sent to Muscat municipality communication center which by turn will send them to the competent circuit , which will supervise the issue. Then sending the reply to the client through the means he prefers as the phone call, SMS or e-mail.
Smart Phones
Smart Phone applications- by setting off " I Muscat" service, users can send their observations directly to the communication center.. They can also attach photos and information by GPS , with their observations. Then, the observations will be sent to Muscat municipality communication center and they will take the necessary actions.
Texting
SMS- client can obtain a response from Muscat municipality by the inquiry about the state of treatment via SMS.
Fax
By fax (1111), clients can also choose the option of sending a fax for 1111 for submitting complaints ,observations, suggestions or request for information.
E- Conversation
E- written conversation ( chat ): This means provides communication for the user with the staff of communication center for submitting any communication or enquiry about a specific situation by pressing the link that will set soon on Muscat municipality website for enabling the direct discussion with the competent in the center