The Public Works Authority (Ashghal) has said its call centre assisted nearly 90,000 customers across all of its platforms last year.
“Following the precautionary measures taken by the country during the Covid-19 pandemic, the contact centres were shut down to protect public health. Despite that, the customer service team continued to receive observations and enquiries round the clock through the call centre and online channels. In 2020, the call centre assisted nearly 90,000 customers across all of Ashghal’s platforms,” the authority said in a press statement.
Ashghal has also made all its services fully available online through its website (Customer Zone portal). “In 2020, 8,300 online transactions were received through the customer service portal and the mobile application, compared to only 900 online transactions submitted during 2019,” the statement added.
On Saturday, Ashghal announced that it had 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.
* Important channels of communication with Ashghal
1. Call centre (188) and email: Ashghal's call centre was launched in May 2013, providing services in Arabic and English and operating round the clock. Over the past years, the call centre has maintained an "outstanding level of service".
Ashghal also provides services through its official customer service email, [email protected], to handle various enquiries. Its customers can also follow up on the status of any submitted application or know the road condition in the geographical area chosen by the client by simply registering on the authority’s website and choosing the preferred method of communication, either SMS or the client’s email.
2. Ashghal’s social media channels
Ashghal continues to actively enhance its presence on social media platforms in order to improve interaction with customers and keep them informed about the latest developments regarding the authority's projects and services, through its most viewed channels: Twitter, Facebook, LinkedIn, Instagram and YouTube. By the end of December 2020, Ashghal had more than 89,000 followers on Facebook, more than 80,000 followers on LinkedIn and more than 81,000 followers on Instagram. It also has more than 96,000 followers on Twitter, which is one of Ashghal’s most interactive platforms with the local community.
Ashghal’s YouTube channel received more than 586,000 views while it continued to publish videos of its projects and achievements throughout the year.
3. Ashghal 24/7 mobile application
Ashghal's 24/7 mobile application reflects the authority's commitment to develop its services for clients, facilitate customer access to its services, as well as increase public awareness of the projects, services and initiatives offered by the authority and keeping them informed of the latest developments.
‘Ashghal 24/7’ is available on Android and iOS, and gives customers the opportunity to obtain various services provided by Ashghal electronically, in a more efficient and effective manner. The application is characterised by enabling users to download various types of messages from written texts, geographical locations, images and documents, and to attach them with notifications and certain types of service requests directly to complete the full application process electronically.
The 'Ashghal 24/7' application is available in Arabic and English and its design is well-organised and user-friendly. The homepage includes several sections, including 'My Page' that contains all electronic services available only to registered users, which can be applied for using the geolocation feature in addition to sending any documents required from Ashghal. It also includes a 'Notifications Section' that allows users to inform Ashghal of everything that may constitute a danger or public harm, such as a pothole on the road or similar issues of concern.
The application explains to users the steps for submitting any request or report, and has an option to view the status of previous requests and complaints.
4. Customer Zone portal
Ashghal's Customer Zone portal includes a variety of services, including those pertaining to roads, drainage and infrastructure, which are provided to individuals and companies through the e-portal (customerzone.ashghal.gov.qa).
The portal aims to enhance communication and direct interaction with citizens and the public in order to create integrated and effective customer experiences. The Customer Zone portal is designed in a well-organised and accurate manner that makes it easier for customers, whether individuals or companies, to access the services needed, as the services are classified according to their type within lists of project types. It also includes suggestions, enquiries, complaints and notifications.
The application mechanism for these services only requires choosing the service to see its detailed explanation, required documents and important terms and conditions, and then clicking on the application icon and filling the fields with the required information, which is successfully linked with the systems of the entities concerned.
The Customer Zone portal features also include complete submission of applications electronically along with electronic payment features for customers.
5. Ashghal contact centres
Ashghal receives customers on working days at the contact centres in two locations - Ashghal Tower in the West Bay and at the Asset Affairs Building on Central Market Street. The contact centres deal with all types of customer issues - both individuals and companies - including enquiries, requests and comments, where customers are served by qualified staff members who are fluent in Arabic and English.
6. Ashghal’s official website
Until the end of December 2020, Ashghal's official website received more than 428,000 visitors, while the number of page views reached more than 10mn. With Ashghal opening the opportunity to register individuals and companies, more than 23,000 people and 5,000 new companies have registered on the website.
Wwith the aim of monitoring all customer feedback and evaluating the performance of the Customer Service team, Ashghal has been implementing the 'Excellence in Customer Service' programme for years. It is an ongoing programme designed to position Ashghal within the best customer-focused entities in Qatar and the region, applying best practices in government services excellence.
Ashghal has also made all its services fully available online through its website (Customer Zone portal). “In 2020, 8,300 online transactions were received through the customer service portal and the mobile application, compared to only 900 online transactions submitted during 2019,” the statement added.
On Saturday, Ashghal announced that it had 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.
* Important channels of communication with Ashghal
1. Call centre (188) and email: Ashghal's call centre was launched in May 2013, providing services in Arabic and English and operating round the clock. Over the past years, the call centre has maintained an "outstanding level of service".
Ashghal also provides services through its official customer service email, [email protected], to handle various enquiries. Its customers can also follow up on the status of any submitted application or know the road condition in the geographical area chosen by the client by simply registering on the authority’s website and choosing the preferred method of communication, either SMS or the client’s email.
2. Ashghal’s social media channels
Ashghal continues to actively enhance its presence on social media platforms in order to improve interaction with customers and keep them informed about the latest developments regarding the authority's projects and services, through its most viewed channels: Twitter, Facebook, LinkedIn, Instagram and YouTube. By the end of December 2020, Ashghal had more than 89,000 followers on Facebook, more than 80,000 followers on LinkedIn and more than 81,000 followers on Instagram. It also has more than 96,000 followers on Twitter, which is one of Ashghal’s most interactive platforms with the local community.
Ashghal’s YouTube channel received more than 586,000 views while it continued to publish videos of its projects and achievements throughout the year.
3. Ashghal 24/7 mobile application
Ashghal's 24/7 mobile application reflects the authority's commitment to develop its services for clients, facilitate customer access to its services, as well as increase public awareness of the projects, services and initiatives offered by the authority and keeping them informed of the latest developments.
‘Ashghal 24/7’ is available on Android and iOS, and gives customers the opportunity to obtain various services provided by Ashghal electronically, in a more efficient and effective manner. The application is characterised by enabling users to download various types of messages from written texts, geographical locations, images and documents, and to attach them with notifications and certain types of service requests directly to complete the full application process electronically.
The 'Ashghal 24/7' application is available in Arabic and English and its design is well-organised and user-friendly. The homepage includes several sections, including 'My Page' that contains all electronic services available only to registered users, which can be applied for using the geolocation feature in addition to sending any documents required from Ashghal. It also includes a 'Notifications Section' that allows users to inform Ashghal of everything that may constitute a danger or public harm, such as a pothole on the road or similar issues of concern.
The application explains to users the steps for submitting any request or report, and has an option to view the status of previous requests and complaints.
4. Customer Zone portal
Ashghal's Customer Zone portal includes a variety of services, including those pertaining to roads, drainage and infrastructure, which are provided to individuals and companies through the e-portal (customerzone.ashghal.gov.qa).
The portal aims to enhance communication and direct interaction with citizens and the public in order to create integrated and effective customer experiences. The Customer Zone portal is designed in a well-organised and accurate manner that makes it easier for customers, whether individuals or companies, to access the services needed, as the services are classified according to their type within lists of project types. It also includes suggestions, enquiries, complaints and notifications.
The application mechanism for these services only requires choosing the service to see its detailed explanation, required documents and important terms and conditions, and then clicking on the application icon and filling the fields with the required information, which is successfully linked with the systems of the entities concerned.
The Customer Zone portal features also include complete submission of applications electronically along with electronic payment features for customers.
5. Ashghal contact centres
Ashghal receives customers on working days at the contact centres in two locations - Ashghal Tower in the West Bay and at the Asset Affairs Building on Central Market Street. The contact centres deal with all types of customer issues - both individuals and companies - including enquiries, requests and comments, where customers are served by qualified staff members who are fluent in Arabic and English.
6. Ashghal’s official website
Until the end of December 2020, Ashghal's official website received more than 428,000 visitors, while the number of page views reached more than 10mn. With Ashghal opening the opportunity to register individuals and companies, more than 23,000 people and 5,000 new companies have registered on the website.
Wwith the aim of monitoring all customer feedback and evaluating the performance of the Customer Service team, Ashghal has been implementing the 'Excellence in Customer Service' programme for years. It is an ongoing programme designed to position Ashghal within the best customer-focused entities in Qatar and the region, applying best practices in government services excellence.
