Qatar Government Contact Center
From the implementation of the Qatar digital government strategy 2020, which aims to accelerate the pace of digital transformation of government agencies and raise the efficiency and effectiveness of their services, the government contact center was established by the Ministry of Communications and Information Technology to be a link between government agencies in the country and the general public benefiting from the services provided by these Governmental entities and provide support to them through the unified number 109, where the government contact center represents a reliable source of information since the first day of its establishment in 2007 when the center was providing its services to the government portal and the center continued to develop until it became more correct. The Center serves the various sectors of the state, and an effective way to respond to public inquiries and solve problems related to government services without the need for a physical presence The public is served by a group of employees who have been trained and prepared under the supervision of the center around the clock, seven days a week, and at the highest international standards recognized throughout the call centers. The center also provides its services in 9 different languages, in addition to different channels to communicate with the public, as it was directed Efforts to launch a sign language service, To serve the largest number of different societal groups, in addition to that, the government contact center is one of the largest contact centers in the Gulf region.
109 QGCC is the official and unified hotline to support all government services In the State of Qatar 24/7.Compaines, citizens, residents, and visitors can contact ‘109’ any time to ask about all government information or complaint on any government e-service. The center is one of the largest government contact centers in the Gulf, and it accommodates a large number of government entities and institutions.
The operational efficiency of the center:
- 99% Readiness and availability Infrastructure
- 90% solution rate from first contact
- 9 living languages
- 80% average Response to calls during Twenty seconds
- 7 channels of interaction
- 4 minutes average call time
- 30 seconds Average wait