Eng. Ali bin Saleh Al-Soma, Director General of the e-Government Program (Yesser) received the Middle East Call Center Award 2015 that has been awarded to the National Call Center (Amer) as the best non-profit call center that provides support. Held at Yesser head office in the presence of Mr. Dominick Keenaghan president of Insights Company that offers the award every year, the ceremony was attended by Yesser department managers.
The Middle East Call Center Award, a nine years old award, is an indicator of quality and compliance with international standards.
Eng. Al-Soma indicated that (Amer) depends on partnership with government agencies for supporting of e-services delivered through multiple easy-to-access channels. (Amer) has become of substantial value to the increasing number of government agencies linking to the center. Endeavors are underway to ensure more government agencies link to (Amer) so that its services will be expanded to include the largest possible number of government agencies.
Eng. Abdullah Maigil, Director of Shared Products & Services said (Amer) responded to more than 800,000 inquiries and customer reports since its establishment through eight different channels at the rate of approximately 650,000 telephone calls, 65,000 immediate calls, 40,000 responses through the Center’s website, 62,000 through e-mail and more than 300 facsimile responses. Response through text message amounted to 30,000 messages. More than 52,000 responses were made through the Center’s formal accounts on social media i.e. Twitter and Facebook.
Eng. Maigil explained that the center provides response to inquiries and delivers support services to ten government agencies in Saudi Arabia including “Saudi” portal, Ministry of Civil Service, Zakat & Income Tax, Saudi Postal Service, in addition to e-Government Achievement Award, e-Payment (SADAD), National Certification Center, Communications & IT Commission, Centennial Fund and the Saudi Electronic University.
Eng. Maigil urged the e-Government community in Saudi Arabia to visit (Amer) website (www.199099.gov.sa ) or use the universal telephone number 199099 to utilize the services provided by the center.
Yesser Director General decorated the work team comprising members from all departments that contributed to winning the award. While commending their great efforts, Al-Soma signaled a greater objective to extend the Center’s services to all segments of the Saudi society who use e-Government services.