Smart Dubai Government Establishment Call Centre named Middle East's Best Government Call Centre

UAE, June 11, 2016 - The Smart Dubai Government Establishment’s (SDG) call centre was recognised as the ‘Best Government Call Centre in the Middle East’ during the 2016 INSIGHTS Middle East Call Centre Awards held recently on the side lines of the Middle East Call Centre Conference 2016 (MECC’16). INSIGHTS is a leading organization with over 20 years of experience in the call centre and professional services industry.

H.E. Wesam Al Abbas Lootah, CEO of SDG, expressed his pleasure on receiving the prestigious award. He said: “At SDG, we follow an integrated and well-defined strategy which complies with Smart Dubai Roadmap to make citizens and residents of Dubai happier and more confident of the services offered to them in line with the vision of its wise leadership to employ the state-of-the-art technologies in service of its people. This can only be achieved through ongoing innovation and development of all services and activation of robust partnerships that work together as one team to ensure the provision of smart and pioneering solutions.”

“SDG’s Call Centre replies to all inquiries regarding the establishment’s smart services through a highly qualified team. A total of 95.7 per cent of calls to the Call Centre were answered in 20 seconds, while only 2 per cent of calls were unanswered in the last three months. The Centre is keen to provide Dubai citizens, residents and visitors with unique experiences through its portfolio of smart services, on a par with our vision to make Dubai the happiest city on earth,” Lootah added.

The Call Centre features well-trained work teams that are specialized in answering inquiries related to SDG’s smart services and apps around-the-clock in both English and Arabic via various channels including toll free line – 600 560000 and email – help@dsg.gov.ae with the goal to raise the bar on Dubai’s smart services and ensure community happiness. 

In addition, the Call Centre offers the service of enquiring about a wide range of innovative smart applications and services including Dubai Now App, which recently won the ‘Best Government Mobile App of the Year,’ in recognition of its role in meeting customers’ daily needs through more than 50 smart services provided by several entities. Some of the services offered by Dubai Now App are bill payments, renewal of car registration, Salik and Nol services, parking fee payment, tracking of flight arrivals and departures and local prayer timings and mosques. The call centre also provides information on mPay and ePay which were awarded the 21st Middle East Smart Government and Smart Cities Excellence Award in the category of ‘Smart ePayment Gateway Excellence Award.’

The Call Centre’s highly professional team provides customers with the help needed to register in the MyID service which enables them to access more than 250 electronic and smart services using one login (username and password), eliminating the need to register with all governmental entity separately. The team also helps customers to register in the mJobs app which allows users to view all the job vacancies in the participating government entities, submit their applications and track them later in a smart and effective way.

Smart Dubai Government has been conferred with many prestigious awards that recognise its excellence in various smart services and applications, including the ‘Best Government Mobile App of the Year’ awarded to Dubai Now App at the ‘.GOV Awards 2016.’ It also received several prominent awards in 2015, such as the Smart Card & Payment Awards Middle East 2015 for the ‘Best Smart Government Payment Initiative’ for its ePay gateway and for the innovation of its mobile payment app called mPay. Other awards include the ‘Information Security Award’ in the category of the ‘Best Information Security Program Implementation’ in the field of Payment Card Industry Data Security Standard (PCI DSS), and two awards at the ITP Technology. Gov Awards 2015 for its CX Lab and its MyID service.