Muscat Municipality presents a working paper concerning experience of communication center (1111)
• 30 phone lines, appointment of 100 specialists and creation of special file for each individual
• Operating the best modern communication channels with a high technology
Written by: Ibrahem Bin Saeed El-Hosny
Yesterday Monday morning, Muscat Municipality, represented by Muscat communication center (1111), has participated with a working paper concerning experience of communication center and definition of its competences, role and importance in “Public Services Development Strategies in Government and Private Institutions” seminar organized by Ministry of Civil Service in Al Bustan Palace Hotel Muscat.
A huge number of participants and supporting divisions heads ( communication controllers) attended the discussion of working paper to recognize experience of Muscat Municipality through developing this Center and recognize administrative structure, technical disciplines and modern techniques that serve communication systems.
The working paper included slideshow presentation prepared and presented by Samia bint Hamad Al-Saidia, a telecommunications technician in Center. The presentation addressed many subjects such as definition of Muscat Communication Center via its new free number (1111), its role, services and advantages provided to public, levels of administrative structure in center, work progress, contact channels, mechanisms of communication controller work and the challenges. The session also included presentation of statistics of reports received by Center and their analysis and data addressed to competent authorities and various municipal directorates. The session addressed future plans and vision of center as well.
Hamoud bin Juma Al Balushi, the supervisor of communication center, explained that the Center is a paradigm shift in providing municipal services in terms of communication with public through modern electronic systems which will be reflected positively on the level of performance and the provided services.
Stages:
Al Balushi mentioned that the reports and notes receipt project was executed on several stages. In 1980, the center was represented in hotline. Then in November 2011 the electronic system was proceeded and it witnessed a series of improvements and developments. Finally the Municipality communication center was established officially on April 2012.
One of the prominent objectives of Center is to improve communications means of beneficiaries through new options and multi-channel communications along with reducing the service cost, giving transparent answers and improving services quality to increase level of customers satisfactory. The Center also aims to provide a managing system to follow up complaints and reports and analyze calls imported to communication center to recognize the quality of the provided services. The communication center provides accurate statistical and referential information with respect to studies and researches required constantly to raise level of services of Muscat Municipality through its future initiatives.
Al Balushi also stated that the vision of Muscat Municipality is to provide a high technology communication center to facilitate services supplied by Municipality and to deal and interact with inquiries of customers whether their problems or issues and to provide services to them. Communication Center in Muscat Municipality is provided with infrastructure necessary for dealing with all calls imported by customers through first support level, second support level and third support level.
There are actual services that are being executed such as linkage with customer service managing system, linkage with SMS gateway, Municipality violations, the provision of services documents, sending report number to caller and the automatic conversion of the complaint to the competent authority.
Advantages:
The supervisor of communication center added that the advantages of center are that all incoming and outgoing calls are registered electronically and that the center ensures the quality and confidentiality of calls as well as it provides 30 lines working in the same time and there is a smart system that distribute calls and a reminder of reports and following up.
Future vision:
In order to achieve more success for public service, Muscat Municipality has set up a future plan to provide a specialized functional cadre reaching 100 employees who serve such vital sector in city as well as there is a vision to allocate a special file for each beneficiary titled by civil number of person.
Communication channels:
The presentation also addressed communication channels in center where the operations of communication center depend on usage of best modern means in advanced and electronic systems and techniques to ensure high quality and special service. The classification of communication center was applied to all calls with customers in various subjects and addressed to the suitable employees to deal with problem. Various procedures are followed up to complete operation. The results of notes and complaints will be sent via fax, short SMS, e-mail or others of communication channels preferred by beneficiary.
Interactive audio:
Interactive voice response (1111) for contact via telephone calls where beneficiary could call 1111 (hotline) and utilize from the following services:Inquiry in case of transaction, listening to procedures of some services and talking with center employees ( qualified employees and trainers to deal with calls).
Notes and complaints:
The beneficiaries can give notes and complaints through Muscat Municipality portal and customer can fill and provide form through internet through the system and they will be addressed to Muscat Municipality communication center which will address them to competent circuit which will follow up the subject matter. Then, the mail will be sent to customer via the mean he preferred such as phone call, SMS or e-mail.
Smart phones:
Applications of smart phones - with launch of IMuscat, users can send their notes directly to communication center. They also can annex images and information through the Global Positioning System (GPS) along with their notes. Then, the notes of customers will be addressed to communication center in Muscat Municipality which will take the necessary actions.
Text Messages ( SMS ) :
Customer can obtain response of Muscat Municipality through inquiry of transaction case via SMS.
Fax
Through fax (1111), customer can elect to send a fax to 1111 to give complaints, notes or suggestions or to obtain information.
Electronic Conversation ( Chat ) :
Through chat, the beneficiary can contact with employees of communication center to file any report or inquire any certain case through accessing to the link that will be established soon on website of Muscat Municipality to allow the direct discussion with specialists in center.
Course of Action in Center:
Task of communication center depends on several steps. First, the incoming report will be received and the employee in center will open a new page for electronic program (complaints and notes) through which the form will be filled electronically through entry of caller data, case details and its classification of any directorate and any division. Therefore, the report will be registered and sent to second support line (distributor) which will deliver report to competent authority and follow up the case and third support line represented by authority which is responsible for problem and its solution and re-reply report to second line which in will call the reporter later to notify him of the problem solution and finally close the page.