Reflecting success of transformation from conventional to digital governance in the country, over 9 million transactions have been executed in last four years by the Government Contact Center (Hotline 109), a project of the Ministry of Transport and Communications (MoTC) under Qatar Digital Government initiative. The Government Contact Center Hotline 109 offers support services for the public and answers their inquiries relating to all government services.
“Government Contact Center is one of the government’s shared services and is a key element in achieving the strategic objectives of Qatar Digital Government 2020. One contact ‘109’ answers all public queries and issues related to government services,” Hukoomi Qatar tweeted yesterday. According to information on the MOTC website, complying with the vision outlined in Qatar Digital Government 2020 Strategy and seeking to enrich Qatar residents with government e-services experience, the e-Government Steering Committee decided to apply a single sign-on platform for all government e-services and unify all e-services supported through Qatar Government Contact Center (QGCC) (109) to receive public inquiries and complaints 24/7.
Meanwhile another recent tweet of the Ministry of Transport and Communications reveals that as many as 35,188,700 SMSs by government entities via SMS Gateway were sent during first half of 2020. The Ministry of Transport and Communications (MOTC) has implemented the “Government Call Center” project to provide supporting services to the public and communicate with customers, on one hand, and with government and semigovernment entities, on the other hand. It is worth mentioning that MOTC has developed the Government Contact Center with the highest level of technology and service as well as the highest quality standards to suit the requirements and services of all government entities and provide the greatest diversity of services to the public, the MoTC adds on its website about the project.
The 109 QGCC is one of the largest government contact centers in the Gulf region, and it accommodates a large number of government entities and institutions. SMS Gateway service allows government entities to send notifications to their customers and users through SMS, which provides rich service experience for the customers and increases the efficiency of e-services. The SMS Gateway provides a two-way SMS (send/receive); sending bulk SMS; creating queue messages; developing priority SMS. The SMS Gateway delivers benefits like increased efficiency of government services; quick and easy integration approach through standard protocols and reduced cost and efforts for government entities by providing a plug-and-play SMS gateway.
