Doha, Qatar: United Development Company (UDC), the master developer of The Pearl Island and Gewan Island, has been announced winner of the Communitas Award 2023 - Community Services Excellence Award concurrently with winning the SEAL Environmental Initiatives Award 2023 for the second consecutive year.
These awards recognize UDC’s dedication to delivering an outstanding customer experience through sophisticated and intelligent methodologies inspired by global best practices in community services. Moreover, they highlight UDC’s unwavering commitment to sustainability and the successful implementation of environmental initiatives.
The award recognises exceptional community service businesses, initiatives, community engagements, organizations, and individuals that generously give of themselves and their resources, and those that are changing how they do business to benefit their communities.
UDC’s The Pearl Island Master Community was nominated and won the award following the careful evaluation of the judging panel that declared UDC as a winner, due to its all-encompassing role in serving the community through UDC’s official contact center on The Pearl Island “ITTISAL”.
ITTISAL offers challenging and diverse services for The Pearl Island community, co-owner association, residential tenants, visitors, IPTV, and limousine services, and hence the award was granted for The Pearl Island ITTISAL services, in recognition of the last three years of development a progress that took customer experience to a new level; a progressive customer satisfaction score of more than 90% and where ITTISAL handled more than 228, calls (in bound and out bound) up to date in 2023.
The judging panel reviewed key projects constructed for The Pearl Island such as community gardens and enhanced facilities including pet park, playgrounds, beach centrale, etc. The panel considered UDC efforts to transform traditional work methods into automated ones and was impressed with the community complaints management and effective measurement, SLA and service contract management, customers’ ability to reach out to a single point of contact and reaching resolutions in a timely manner.
Community services has deployed a strategic approach to addressing complaints, with a success rate of more than 95 percent while maintaining a customer effort score of 96 percent. This showcases how quick the community services department is at registering, following up and tracking complaints. Contact Regulation scored 88% in terms of resolutions made by community services.
With UDC receiving this international award, UDC affirms its commitment and ability to provide premium, high-end customer-centric services, effective complaint handling and optimization.
Additionally, the Communitas award recognizes The Pearl Island community services for the luxury level of service provided in terms of cleaning, maintenance, and waste management. It also recognizes behind the scenes operations to maintain the community at a high level.
The award acknowledges the extensive quality measures and assessments implemented to achieve different customer satisfaction levels thus far. ITTISAL complies with ISO 10001: Quality management — Customer satisfaction, ISO 9001: Quality management systems, and COPC standards. The Pearl Island community is the first to receive ISO 22301 Business continuity and resilience certification from the British Standard Institution (BSI), which demonstrates the strict measures in place to ensure community services operate efficiently and with minimal disruption while controlling associated risk.
It is worth noting that this year, UDC’s ITTISAL received a silver Stevie Award for its outstanding customer service operations. This was at the 17th annual Stevie Awards for Sales & Customer Service. This achievement is a testament to UDC’s success in customer centricity through training and coaching techniques implemented to improve agent performance and quality, meeting customers’ needs and expectations in the very competitive market it operates in.
This award is part of the SEAL Business Sustainability Awards which stand for sustainability, environmental achievement, and leadership; and recognizes organizations in four award categories: environmental initiative, sustainable innovation, sustainable product, and sustainable service.
Once again, UDC demonstrates its commitment to sustainability and the success of its environmental initiatives, it was honored amongst 50 global companies with sustainable impact, making it a true leader in sustainability.
