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Communications and ITReligion and Community

Government Contact Center Receives 4 Million Calls Annually

24 Mar, 2020 12:00 AMAl Raya NewspaperIntended Audience
Visitor: Student, Tourist, Business Owner
Citizen: Parent, Business Owner, Employee
Resident: Parent, Employee


The Ministry of Transport and Communications (MOTC) confirmed that the government contact center “109” receives 4 million calls annually, around the clock, seven days a week, noting that the center, which is one of Qatar Digital Government (QDG) initiatives, receives a great support from the ministry to provide distinguished services by communicating with customers, and supporting government entities.  

The center receives 350 thousand calls per month, and that 98% of the calls were answered, indicating that 34 government entities have been linked to the center, to provide more than 60 services, including primary health care (107), government entities (109), customs (184), Qatar Post and others.

MOTC said that the total number of call center employees to support government entities amounts to 300 employees distributed over 6 different centers who provide service to the public in 9 different languages, in addition to achieving a solution of more than 90% of problems from the first call, with an average answering speed of no more than 20 seconds.

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