Kuwait, 24 November 2016
The General Authority for Regulating the Telecommunications Sector (TRA) has won today the informatics award in the government sector category, one of the categories of Salem Al-Ali Al-Sabah Informatics Awards in its sixth 16th session. The results were announced today at a special ceremony held under the patronage of H.H. Sabah Al-Ahmad Al-Jaber Al-Sabah, Amir of Kuwait in Bayan Al Amer Palace in the capital of Kuwait
In particular, the Customer Relation Management project, developed by the TRA, was awarded the best technical project in the Arab World. The project is based on an advanced infrastructure contributing to a system uptime of over 99%. Best international practices were used in information security and technology supported by virtual service providers and business continuity. The system features a combination of data about customers including their behaviours, needs and preferences, which help in classifying customers into specific groups to better serve and deal with their needs. The system can also be linked with the single sign-on (SSO) service that permits a user to access all government services in UAE by using one set of login credentials. Additionally, this system can be linked with the social media management system, as well as the interactive auto answering system.
Commenting on participating in and winning of this prestigious award: H.E. Hamad Obaid Al Mansouri, Director General of the TRA said: “I am pleased to be present today on the territory of the State of Kuwait in this global event, which brings together some of the best talents and minds that work together to provide solutions and technologies for the good of humankind. We in the United Arab Emirates recognize the importance of cooperation and coordination with all Arab brothers in order to promote joint action efforts in the development of smart solutions that contribute to the happiness of all customers, and enhance our reach in one of the most important areas in our time. “
He added: “This system was developed based on customer feedback, where we dedicated a week for customer happiness to identify their needs and preferences. Based on the survey made for this purpose, we were able to determine a set of factors, which are time required to access the service representing 40% of customer happiness. Clarity of service and procedures come at the second place followed by employee treatment with customers and service accessibility, which comes at the third place.”
H.H. Salem Al-Ali Al-Sabah Informatics Awards is a global independent non-profit organization with a developmental approach towards developing human capabilities and reinforcing the role of organizations and entities in the development of informatics. The award was administered by an Arabic arbitration board that featured a distinguished group of technical experts and info specialists from government and academic entities, as well as international organizations in the Arab world.
© Press Release 2016
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