Government Contact Centre completes more than 9 mn transactions

While ensuring uninterrupted services for the public in various sectors, the Government Contact Centre (GCC) of the Ministry of Transport and Communications (MoTC) completed more than 9 mn transactions in the last four years. A tweet by MoTC said the ministry achieved 90% first call solutions while offering support services through hotline 109. The ministry said the hotline marks at least 3 mn transactions a year.

Complying with the vision outlined in Qatar Digital Government 2020 Strategy and seeking to enrich Qatar residents with government e-services experience, the e-Government Steering Committee decided to apply a single sign-on platform for all government e-services and unify all e-services supported through QGCC to receive public inquiries and complaints 24x7. The hotline answers all public queries and issues related to government services.Services are available in eight languages and seven channels with 4 minute average call duration and 20 second average speed of answers.The project was introduced in a bid to provide support services to the public and communicate with customers and with government and semi-government entities in 2007. Also, the initiative was established to support the services provided on Qatar e-Government Portal - Hukoomi.It was set up by MoTC to become a technical support center for various e-services provided by MoTC and other government agencies, in addition to becoming the first governmental line of support to respond to inquiries and complaints from the public. The facility has become a link between all government agencies participating in it and the public.It’s one of the MoTC’s initiatives that enables Qatar’s government to be more efficient, effective, accessible, and customer-centric. In addition, they allow the public to better interact with the government, and executives to have access to information and tools that promote better-informed decision-making.MoTC developed QGCC with the highest level of technology and service as well as the highest quality standards to suit the requirements and services of all government entities and provide the greatest diversity of services to the public. It’s one of the largest government contact centers in the Gulf region, and it accommodates a large number of government entities and institutions.