Ministry of Information and Communications Technology in partnership with CrysTelCall launches the National Contact Center for Government Services

The launch of the center was announced after awarding a 2-year outsourcing contract to CrysTelCall; the first independent outsourcing contact center in Jordan that is specialized in providing a full range of contact center services.

The announcement took place during a press conference that was held on Tuesday, December 16th, 2008 at the Grand Hyatt Amman Hotel.

In his speech, H.E. Eng. Bassem Al-Roussan, the Minister of Information and Communications Technology, stated that the National Contact Center for Government Services is a unique milestone in how Jordanian citizens will experience revamped governmental services in terms of availability, accessibility and reliability.

The NCC will adhere to the highest global standards and will utilize the most advanced technologies in order to achieve optimum synergy between the citizens and the government.

Additionally, the E-Government Program Director, Mr. Hassan Al Hourani, asserted the significance of this program and reported

"The NCC aims primarily to reduce the time for citizens and businesses to attain access to information related to government services and to simplify and boost transparency of delivering such information. The NCC will deliver information during and after government entities business hours through multiple channels including telephone, email and SMS. This will, in return, reduce the need for visiting governmental entities and will provide extended hours of support throughout the weekends and holidays."

His Excellency Mr. Ayman Majali Chairman of CrysTelCall expressed his appreciation with the government in promoting Jordan as an outsourcing hub in the region and its role in creating job opportunities and strengthening the ICT sector.

Furthermore, Mr. Rami Sweis, CEO of CrysTelCall stated "The awarding of the contract to CrysTelCall for operating and managing the National Contact Center reflects the acknowledgement of our wide experience in the local and international markets as a truly specialized outsourcing organization that focuses on customer relationship and customer experience management. Moreover, The NCC has also proved to be an important landmark in building successful partnerships between the government and the private sector. By combining human resource management, training, change management and technology, the NCC will become an indispensible resource for citizens and businesses in their daily interaction with the government."

It is worth mentioning that the National Contact Center for Government Services will serve 15 government entities covering over 70 services some of which will be informational and other transactional.