Dubai eGovernment launches a unified Contact Center '7000 40000' to assist government departments in managing customer relationship

Dubai Development Board, the government housing agency that facilitates construction of safe and affordable rental units in Dubai, has become the first public organization to join the Dubai eGovernment Contact Center, a full-fledged Customer Relationship Management (CRM) solution created to service its customers 24 hours a day, 7 days a week.

'The Contact Center is yet another pioneering project by Dubai eGovernment to centralize all government departments under a unified customer contact center. This set-up will provide service excellence to users of government services instantly, by responding immediately to their demands' said Salem Al Shair, Director eServices, Dubai eGovernment.

'CRM forms a crucial component of business management in today's Information Age. It is a challenging issue, one that can be addressed only through dedicated solutions that integrate various communication channels to provide wide options for customers. The Dubai eGovernment Contact Center has been set up using leading edge technologies that ensure that every call is attended to either through an associate or through automated voice response systems,' added Al Shair.

The Dubai Development Center has been proactive in adopting hi-tech solutions for property management. 'We are delighted that Dubai Development Board has become the first user of our dedicated Contact Center and we are positive that it will see the results within a short time, by way of improved feedback, quicker transactions and an increase in the number of customers. We are proud that the Board is leading the way in showing the benefits of using the Contact Center to the other departments of the government sector,' Al Shair said.

The Contact Center is staffed by attendants trained to answer all types of questions, by telephone, fax or email, including property management services, investment property financing, new projects and general services.

'Dubai Development Board is living up to its promise of delivering high quality services to the people by joining the Dubai eGovernment hi-tech Contact Center,' said Al Matrooshi, Director General of Dubai Development Board.
'The rapid developments on the property front and the expanded role the Board is called upon to play has made it essential to adopt integrated communication and feedback mechanisms in order to upgrade the levels of service. The Dubai eGovernment Contact Center is a fully-equipped advanced communication resource available round the clock. Its aim is to provide instant answers to queries through multiple channels, including the Internet.'

'The Contact Center will deliver high quality services to all our customers, including owners, tenants and contracting companies,' said Al Matrooshi. 'Customers can dial the toll free number 7000 40000 and submit any question they may have pertaining to property management, investment property financing and general services'.

Those interested in Property Management Services can seek information on leasing of units, as well as availability and price; procedures concerning renewal of contracts; procedures for transfers and exchanges and maintenance services, in addition to reporting of faults and technical problems.

The Contact Center will also respond to queries on Investment Property Financing, such as procedures, documents required and conditions for investment plus the statement of loan account.

On ongoing projects, the Contact Center can find answers on issues relating to registration of suppliers and contractors as well as information on procedures, participating conditions and tender documents.

As for general services, the center is equipped to provide complete information on all other services offered by the Board. Tenants, owners and contractors can have their data updated or corrected. They are welcome to offer suggestions or even lodge complaints.

Customers can submit their requirements through the portal www.dubai.ae by using different options. Those wishing to post comments can go to 'Feedback.' There is a facility to chat online with one of the attendants. Users can also go to the 'Schedule a Callback' link to be called back at an appointed time. They can choose 'Chat and Talk' link if they want a representative to call them back on the telephone while they are still chatting online.

'Dubai Development would like to compliment Dubai eGovernment on setting up this Contact Center that provides a centralized customer service to all users of government services,' said Al Matrooshi. 'It takes us closer to the goal of breaking down bureaucratic procedures and easing the lives of the people by providing information by telephone or through the Web, eliminating the need to physically visit offices of different departments. The high technology used at the Contact Center ensures that people can select various options to get answers to their queries' added Al Matrooshi.