As part of its efforts to improve customer service quality, the Public Works Authority (Ashghal) has completed the automation of all its services and the development of its new-look and upgraded official website and Customer Zone portal to provide a better online experience.
According to an official press statement, Ashghal strives to stay up to date with the latest technological developments that contribute to improving its services and meeting the needs of its customers. This is achieved by developing a number of programmes and solutions to improve the content of Ashghal’s online channels while linking customer data to the National Authentication System (NAS) to facilitate the registration process.
In August 2020, Ashghal activated its online payment feature in order to allow customers to access all its services remotely and maintain customer safety during the Covid-19 pandemic.
In order to complement these efforts, Ashghal provides all its services to individuals, companies and the government through a standardised online Customer Zone portal. Using this portal, visitors can register their information and fill out the online form that is linked to the databases of the authorities concerned to facilitate access to the service and submit requests from anywhere at any time.
* Simplifying the registration process and linking customer data to NAS
Abdulla Saad al-Saad, Public Relations and Communication Department manager at the authority, said: "In order to facilitate customers' access to our services, we have activated the standardised registration system to simplify registration and link individuals' transactions with the National Authentication System."
In addition, when visiting Ashghal’s website or customer service portal, customers only need to log in once with the same account without having to re-enter their information again. "Customers can fill out their information for each service through the corresponding online application form, which includes all the information needed for each service, which the customer can upload online,” al-Saad added.
Despite the challenges faced since the start of the ongoing pandemic, Ashghal's customer service team has dealt with these by taking several actions to ensure the delivery of customer service with the same efficiency and competence, the statement notes.
* Using technology to provide services from anywhere at any time
Abeer al-Hajri, Information Systems Department manager at the authority, said Ashghal’s engagement with customers has expanded over the past years to include many channels through which customers can apply for services, communicate and submit their comments or enquiries in the easiest and fastest way possible.
“These channels are based on a modern integrated CRM (customer relationship management) system that was implemented in co-operation with Microsoft and is constantly being developed,” she said. “One of the most important features added to the website is the ability to browse it clearly and easily through any device, whether it is through mobile, tablets or a computer. This is in addition to the preexisting 19 services that the Customer Zone portal offers, including eight for roads, 10 for drainage and one for infrastructure service. Besides receiving suggestions, enquiries, complaints and reports, we have also added two new services: overflowing rainwater drainage and connecting buildings and facilities to the surface and groundwater network."
The efforts made to develop Ashghal’s website and the customer service portal comes as a new step towards adopting modern technology to facilitate access to the authority's services. In addition, it allows all customers to stay in touch with Ashghal’s news and progress updates on infrastructure projects through a sophisticated interface that keeps pace with modern technological tools.
In August 2020, Ashghal activated its online payment feature in order to allow customers to access all its services remotely and maintain customer safety during the Covid-19 pandemic.
In order to complement these efforts, Ashghal provides all its services to individuals, companies and the government through a standardised online Customer Zone portal. Using this portal, visitors can register their information and fill out the online form that is linked to the databases of the authorities concerned to facilitate access to the service and submit requests from anywhere at any time.
* Simplifying the registration process and linking customer data to NAS
Abdulla Saad al-Saad, Public Relations and Communication Department manager at the authority, said: "In order to facilitate customers' access to our services, we have activated the standardised registration system to simplify registration and link individuals' transactions with the National Authentication System."
 Abdulla Saad al-Saad |
Despite the challenges faced since the start of the ongoing pandemic, Ashghal's customer service team has dealt with these by taking several actions to ensure the delivery of customer service with the same efficiency and competence, the statement notes.
* Using technology to provide services from anywhere at any time
Abeer al-Hajri, Information Systems Department manager at the authority, said Ashghal’s engagement with customers has expanded over the past years to include many channels through which customers can apply for services, communicate and submit their comments or enquiries in the easiest and fastest way possible.
“These channels are based on a modern integrated CRM (customer relationship management) system that was implemented in co-operation with Microsoft and is constantly being developed,” she said. “One of the most important features added to the website is the ability to browse it clearly and easily through any device, whether it is through mobile, tablets or a computer. This is in addition to the preexisting 19 services that the Customer Zone portal offers, including eight for roads, 10 for drainage and one for infrastructure service. Besides receiving suggestions, enquiries, complaints and reports, we have also added two new services: overflowing rainwater drainage and connecting buildings and facilities to the surface and groundwater network."
The efforts made to develop Ashghal’s website and the customer service portal comes as a new step towards adopting modern technology to facilitate access to the authority's services. In addition, it allows all customers to stay in touch with Ashghal’s news and progress updates on infrastructure projects through a sophisticated interface that keeps pace with modern technological tools.
