By Mark Sutton
Majal to provide CRM and contact centre solutions to improve RAK eGA services
The Ras Al Khaimah e-Government Authority (RAK eGA) is to improve the quality of its customer care, with the launch of CRM solutions and integrated contact centres.
The solutions will be selected and implemented by Majal, the ICT arm of the Government of Ras Al Khaimah, and will aim to track all user interaction with government services, to improve delivery.
Dr Hashem Ar-Refaei, RAK Govt. Advisor on I & T and Director General of RAK- eGA said: "The agreement will help in the realization of the vision of H.H. Sheikh Saud bin Saqr Al Qasimi, Crown Prince and Deputy Ruler of Ras Al Khaimah, to implement the RAK Intelligent City concept by harnessing ICT technology to improve service delivery to constituents and grant them easier access to an array of more personalized public services. The deployment of modern CRM technology is critical in realizing this vision and will help RAK Government deliver exceptional customer experiences and services."
Through integration of the CRM with call centres, and turning them into contact centres, the will be able to interact with customers online and by telephone, with enquiries routed to the appropriate departments.
Chief Operating Officer for Majal, Engineer Kay Olateru said: "The Government and private organisations in RAK will benefit by connecting to this network of systems as it increases interoperability and it establishes a fixed level of standards across the board."