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Tribune News Network
Doha
The Public Works Authority (Ashghal) has announced the completion of the automation of all its services and the development of its new-look and upgraded official website and Customer Zone portal to provide a better online experience.
Ashghal strives to stay up-to-date with the latest technological developments that contribute to improving its services and meeting the needs of its customers. This is achieved by developing a number of programmes and solutions to improve the content of Ashghal’s online channels while linking customer data to the National Authentication System (NAS) to facilitate the registration process.
In August 2020, Ashghal activated its online payment feature in order to allow customers to access all of Ashghal’s services remotely and maintain customer safety during the COVID-19 pandemic.
To complement these efforts, Ashghal provides all its services to individuals, companies and the government through a standardised online customer zone portal.
Using this portal, visitors can register their information and fill out the online form that is linked to the databases of the concerned authorities to facilitate access to the service and submit requests from anywhere at any time.
Abdulla Saad Al Saad, Public Relations and Communication Department manager at Ashghal, said: “In order to facilitate the customer’s access to our services, we have activated the standardised registration system to simplify registration and link individuals’ transactions with the National Authentication System. In addition, when visiting Ashghal’s website or customer service portal, customers only need to log in once with the same account without having to re-enter their information again.”
Saad added, “Customers can fill out their information for each service through the corresponding online application form, which includes all the information needed for each service which the customer can upload online.
“It is worth noting that despite the challenges we have been facing since the start of the ongoing pandemic, Ashghal’s customer service team has dealt with these by taking several actions to ensure the delivery of customer service with the same efficiency and competence.
Following the precautionary measures taken by the country during the COVID-19 pandemic, the contact centres were shut down to protect public health. Despite that, the customer service team continued to receive observations and inquiries around the clock through the call centre and online channels.
In 2020, the call centre assisted nearly 90,000 customers across all of Ashghal’s platforms.
Ashghal has also made all its services fully available online through Ashghal’s website (customer zone portal). In 2020, 8,300 online transactions were received through the customer service portal and mobile application, compared to only 900 online transactions submitted in 2019.
Abeer Al Hajri, Information Systems Department manager at Ashghal, said that Ashghal’s engagement with customers has expanded over the past years to include many channels through which customers can apply for services, communicate and submit their comments or inquiries in the easiest and fastest way possible. These channels are based on a modern integrated CRM system that was implemented in cooperation with Microsoft and is constantly being developed.
Hajri added, “One of the most important features added to the website is the ability to browse it easily through any device, whether it is through mobile, tablets or a computer. This is in addition to the preexisting 19 services that the customer zone portal offers, including eight for roads, 10 for drainage and one for Infrastructure service.
“Besides receiving suggestions, inquiries, complaints and reports, we have also added two new services - overflowing rainwater drainage and connecting buildings and facilities to the surface and ground water network.”
The efforts made to develop Ashghal’s website and the customer service portal comes as a new step towards adapting modern technology to facilitate access to Ashghal services. In addition, it allows all customers to stay in touch with Ashghal’s news and the progress updates on infrastructure projects.
Important channels of communication with Ashghal include Call Centre (188) and email: [email protected] to handle various inquiries; social media channels - Twitter, Facebook, LinkedIn, Instagram and YouTube; 24/7 mobile application in Arabic and English languages available on ‘Android’ and ‘iOS’ operating systems; customer zone portal - customerzone.ashghal.gov.qa; contact centres at Ashghal Tower in the West Bay and at Asset Affairs Building on the Central Market Street; and official website.
Doha
The Public Works Authority (Ashghal) has announced the completion of the automation of all its services and the development of its new-look and upgraded official website and Customer Zone portal to provide a better online experience.
Ashghal strives to stay up-to-date with the latest technological developments that contribute to improving its services and meeting the needs of its customers. This is achieved by developing a number of programmes and solutions to improve the content of Ashghal’s online channels while linking customer data to the National Authentication System (NAS) to facilitate the registration process.
In August 2020, Ashghal activated its online payment feature in order to allow customers to access all of Ashghal’s services remotely and maintain customer safety during the COVID-19 pandemic.
To complement these efforts, Ashghal provides all its services to individuals, companies and the government through a standardised online customer zone portal.
Using this portal, visitors can register their information and fill out the online form that is linked to the databases of the concerned authorities to facilitate access to the service and submit requests from anywhere at any time.
Abdulla Saad Al Saad, Public Relations and Communication Department manager at Ashghal, said: “In order to facilitate the customer’s access to our services, we have activated the standardised registration system to simplify registration and link individuals’ transactions with the National Authentication System. In addition, when visiting Ashghal’s website or customer service portal, customers only need to log in once with the same account without having to re-enter their information again.”
Saad added, “Customers can fill out their information for each service through the corresponding online application form, which includes all the information needed for each service which the customer can upload online.
“It is worth noting that despite the challenges we have been facing since the start of the ongoing pandemic, Ashghal’s customer service team has dealt with these by taking several actions to ensure the delivery of customer service with the same efficiency and competence.
Following the precautionary measures taken by the country during the COVID-19 pandemic, the contact centres were shut down to protect public health. Despite that, the customer service team continued to receive observations and inquiries around the clock through the call centre and online channels.
In 2020, the call centre assisted nearly 90,000 customers across all of Ashghal’s platforms.
Ashghal has also made all its services fully available online through Ashghal’s website (customer zone portal). In 2020, 8,300 online transactions were received through the customer service portal and mobile application, compared to only 900 online transactions submitted in 2019.
Abeer Al Hajri, Information Systems Department manager at Ashghal, said that Ashghal’s engagement with customers has expanded over the past years to include many channels through which customers can apply for services, communicate and submit their comments or inquiries in the easiest and fastest way possible. These channels are based on a modern integrated CRM system that was implemented in cooperation with Microsoft and is constantly being developed.
Hajri added, “One of the most important features added to the website is the ability to browse it easily through any device, whether it is through mobile, tablets or a computer. This is in addition to the preexisting 19 services that the customer zone portal offers, including eight for roads, 10 for drainage and one for Infrastructure service.
“Besides receiving suggestions, inquiries, complaints and reports, we have also added two new services - overflowing rainwater drainage and connecting buildings and facilities to the surface and ground water network.”
The efforts made to develop Ashghal’s website and the customer service portal comes as a new step towards adapting modern technology to facilitate access to Ashghal services. In addition, it allows all customers to stay in touch with Ashghal’s news and the progress updates on infrastructure projects.
Important channels of communication with Ashghal include Call Centre (188) and email: [email protected] to handle various inquiries; social media channels - Twitter, Facebook, LinkedIn, Instagram and YouTube; 24/7 mobile application in Arabic and English languages available on ‘Android’ and ‘iOS’ operating systems; customer zone portal - customerzone.ashghal.gov.qa; contact centres at Ashghal Tower in the West Bay and at Asset Affairs Building on the Central Market Street; and official website.
