Abu Dhabi contact centre ready with Serco

ABU DHABI: Abu Dhabi Systems and Information Centre recently launched the Abu Dhabi Government contact center helpline 800555 in association with Serco.

The highlight of this centre, as shared in a press note, is a 100 per cent Emirati workforce - a significant milestone in the Emiratization policies adopted by the Abu Dhabi Government.

The Abu Dhabi Systems & Information Centre (ADSIC) was formed by the Abu Dhabi Government and its mission is to enable the modernization of government services through Information Technology, using multiple channels of delivery. It adds that it envisions a high-performance government delivering world-class services to its citizens.

Serco has commenced delivery at the Al Ain facility, the second largest city in the Emirate of Abu Dhabi specially created for ADSIC. The deal is to initially provide citizen contact and issue resolution management in the public services realm. This initiative was aimed at enhancing the quality and speed of services provided to customers and to accelerate the response process to all their calls and comments.

Under this partnership, Serco provides contact centre and support services on a unique multi-channel basis, including voice, email and web chat. The centre offers services in both Arabic and English consolidating its foothold in the region by serving clients in the Middle East . Abu Dhabi Government contact center provides the government entities' services through a number of channels, where the center receives the calls from Nationals, residents, visitors, companies and other government entities, responding to their inquiries and providing them with necessary information.

The main goals for the center is to increase the number of government entities that use its services, since it is considered as a link between these entities and citizens, and is responsible for solving incoming cases in due time, and maintaining the quality of provided services, at the same time.

Susir Kumar, Chief Executive, Serco Global Services, said, "This is an important development for us as we will now be able to offer our world class services to the people of Abu Dhabi."

H.E. Rashed Lahej Al Mansoori, ADSIC's Director General stressed the importance of strengthening cooperation steps between the public and private sector, in a way that would provide more career opportunities for Nationals. Al Mansoori also highlighted the strategic partnership with Serco, leveraging their global expertise and customer service excellence to be able to deliver world class services to the residents of Abu Dhabi Emirate.

As outlined in the note, the Middle East BPO market is estimated at £1.75b and growing at about 17 per cent (Datamonitor).The United Arab Emirates (UAE) and the Kingdom of Saudi Arabia (KSA) are the two largest BPO markets in the Middle East region and together represent three-quarters of the market.