DOHA: Public Works Authority (Ashghal) has completed the first phase of Customer Relationship Management System (CRMS), which enhances the services offered to customers.
CRMS also combines social media channels to create a comprehensive and efficient experience for customers, according to Nasser bin Ali Al Mawlawi, President, Ashghal.
CRMS is implemented in cooperation with Microsoft.
In addition, the Customer Zone at Ashghal headquarters in West bay and Assets Affairs headquarters in Salwa Road, receive customers and offer services under one umbrella effectively and swiftly, including answering enquiries, dealing with complaints and suggestions, receiving service requests and providing and receiving permit forms.
Al Mawlawi received a Central Municipal Council delegation headed by Hamad Lahdan Al Muhannadi, Vice-Chairman and Head of Public Utilities Committee, who were briefed on services offered by Ashghal to customers through its Contact Centre and Customer Zones.
Al Mawlawi said: “We are delighted to have CMC vice-chairman and head of the public utilities committee and committee members visit the authority. The visit is an ideal opportunity to strengthen cooperation and coordination between Ashghal and CMC members. We in Ashghal are glad to receive CMC suggestions and comments to be able to develop services we offer to people and serve our customers to the best of our abilities, because our ultimate goal is to serve citizens in a better way.”
The delegation visited Traffic Control Room in Ashghal where they attended a presentation by Yousef Al Emadi, Manager, the Roads Maintenance Department, who gave a detailed explanation on the role of the control room which mainly includes monitoring, controlling and maintaining traffic signals.
The Traffic Control Room monitors traffic and signals and adjusts them using advanced technological systems and cameras.
The system currently covers about 92 intersections out of 200 across the country and is being installed to include other intersections. The Traffic Control Room also monitors Emergency Vehicle Pre-emption System (EVPS).
There are about 80 intersections across the country with EVPS, while more are being added.
The Over-Height Vehicle Detection System is also monitored, which is a system installed at tunnels and bridges to detect vehicles that violate the maximum legal height before entering tunnels or passing under bridges. The Traffic Control Room works closely with the Central Operation Room at the Ministry of Interior, and is part of a wider model that includes a National Intelligent Traffic Control System.
After the presentation, the delegation went on a tour of the Customer Zone where they were introduced to its operating mechanisms.
The Customer Zone is a walk-in service facility for the public to engage and directly interact with Ashghal staff. It offers 14 interactive services such as providing service request forms and receiving forms and permits needed to implement these services. The delegation concluded the visit at the Contact Centre where members attended a presentation that introduced them to working mechanisms of the centre.
The Contact Centre works seven days a week and deals with about 5,000 calls a month.
Last year, the centre received and dealt with more than 22,000 requests and complaints, and is being developed to enhance Ashghal’s ability to provide multi-channel engagement with citizens and residents through social media and mobile phone.
The Peninsula
