President and members of Public Utilities Committee at Central Municipal Council visit Ashghal

A delegation of members from the Central Municipal Council (CMC) visited the headquarters of the Public Works Authority to get introduced to services offered by Ashghal to customers through its Contact Centre and Customer Zones, on Tuesday 17 November 2015.

The delegation was headed by CMC Vice-Chairman and Head of Public Utilities Committee Mr. Hamad Lahdan Al Muhannadi. The Public Utilities Committee delegation consisted of Mr. Khaled Bin Abdullah Al Hitmi, committee vice president, Mr. Abdulrahman Bin Abdullah Al Khulaifi, Mr. Khaled Bin Abdullah Al Ghali Al Marri, Mr. Nasser Bin Hassan Al Kubaisi, Mr. Abdullah Bin Salem Al Khuwar, in addition to Mr. Nasser Bin Rashed Al Muhannadi Assistant Manager of Meeting and Member Affairs at CMC, and Mr. Ghanem Saleh Al Kuwari, Assistant of the Public Relations Manager and Mr. Taleb Ali Al Ethbah from Public Relations at CMC.

The visit started with a meeting with H.E. Eng. Nasser bin Ali Al Mawlawi President of the Public Works Authority, during which he welcomed the delegation and commended the CMC efforts to coordinate and cooperate with Ashghal to develop municipal work.

H.E also showcased a number of projects and initiatives launched by the authority that aim to enhance communication and direct interaction with people through the Contact Centre and the Customer Zones at Ashghal. He also pointed out the completion of phase I of Customer Relationship Management System (CRMS) implemented by Ashghal in cooperation with Microsoft. The CRMS enhances the services offered to customers, in addition to combining the system with social media channels to create a comprehensive and efficient experience for citizens and residents.

In addition, the authority’s Customer Zone located at Ashghal headquarters in West bay area and Assets Affairs headquarters at Salwa Road, receive customers and offer services under one umbrella effectively and swiftly, including answering enquiries, dealing with complaints and suggestions, receiving service requests and providing and receiving permit forms.

On this occasion, H.E. Eng. Nasser bin Ali Al Mawlawi said “We are delighted to have CMC Vice-Chairman and Head of Public Utilities Committee and the esteemed committee members visit the authority. This visit is an ideal opportunity to strengthen cooperation and coordination between Ashghal and CMC members. We in Ashghal are glad to receive the CMC suggestions and comments to be able to develop the services we offer to people and to serve our customers to the best of our abilities, because our ultimate goal is to serve the citizens in a better way.”

CMC Vice-Chairman and Head of Public Utilities Committee Mr. Hamad Lahdan Al Muhannadi expressed his pleasure with the effective services Ashghal offers to nationals and residents through its Contact Centre and Customer Zone, and he commended the authority’s continuous efforts to enhance and develop these services using advanced technology. After meeting the President, the delegation visited the Traffic Control Room in Ashghal where they attended a presentation by Eng. Yousef Al Emadi, Manager of the Roads Maintenance Department, who gave detailed explanation on the role of the control room which mainly includes monitoring, controlling and maintaining traffic signals.

It is worth mentioning that the Traffic Control Room monitors traffic and traffic signals and adjusts them using advanced technological systems and cameras. The system currently covers approximately 92 intersections out of 200 across the country,and is being installed to include other intersections. The Traffic Control Room also monitors Emergency Vehicle Pre-emption System (EVPS). There are approximately 80 intersections across the country with EVPS, while more are being added. The Over-Height Vehicle Detection System is also monitored, which is a system installed at tunnels and bridges to detect vehicles that violate the maximum legal height before entering tunnels or passing under bridges.

The Traffic Control Room works closely with the Central Operation Room in the Ministry of Interior, and it is part of a wider model that includes a National Intelligent Traffic Control System. After the presentation, the delegation went on a tour of the Customer Zone where they were introduced to the operating mechanisms of the zone.Ashghal’s Customer Zone is a walk-in customer service facility for the public to engage and directly interact with Ashghal staff. The Customer Zone offers 14 interactive services such as providing service request forms and receiving forms and permits needed to implement these services.

The delegation concluded its visit at the Contact Centre where members attended a presentation that introduced them to the working mechanisms of the centre. The Contact Centre works around the clock seven days a week and deals with approximately 5000 calls a month. During 2015, the Contact Centre received and dealt with more than 22 thousand requests and complaints, and it is currently being developed to enhance Ashghal’s ability to provide multi-channel engagement with the citizens and residents in the State of Qatar through social media and mobile phone.