As part of its ongoing efforts to enhance corporate efficiency, the Public Works Authority (Ashghal) has launched a Shared Services Affairs Contact Centre.
The facility receives staff calls, responds to employees’ inquiries, meets their requests, and follows up with them. A team of four employees are trained to deal with inquiries from callers and to meet their requests.
The team also processes, registers and classifies each request with a sequential number, in special databases and follows up on those requests until they are processed.
The centre answers requests regarding IT, general services, financial affairs, and human resource. Shared Services Affairs director Meshaal Sultan al-Hitmi said that the number of self-service operations provided by Ashghal for its employees has reached around 40.
The portal eases the electronic submission of applications such as training courses requests, performance assessment procedures, and many others. The development and expansion operations will continue and new will be added in accordance with the work requirements.
Al-Hitmi explained that paper use in the authority has fallen significantly since the launching of the shared services affairs contact centre and the employees’ self-services system became operational.
Since the launch of the Shared Services Contact Centre, it has been taking around 1,150 and 1,300 staff requests and inquiries per month.
IT department manager (planning and quality) Abeer al-Hajri said Ashghal adopts the latest technology to strengthen the operational efficiency.
