The Ministry of Municipality, represented by the Customer Service Department and the Unified Call Centre, obtained three ISO certifications. The certifications are namely ISO 18295-1:2017, ISO 9001:2015, ISO/10002/2018 in the field of applying best practices in customer service and service recipients, quality management system, customer contact Centres and handling of public complaints.
On this occasion, Eng Hani Saleh Al Obaidli, Director of Customer Service Department and the Unified Call Centre stressed that on the basis of the strategy of the Min-istry of Municipality and in line with Qatar National Vision 2030, the Ministry, represented by the Customer Service Department and the Unified Call Centre, has attached utmost importance to the satis-faction of its customers, as it seeks to intensify its effortsIn order to raise the levels of customer service and enhance its capabilities, to move forward towards greater excellence in its operations.
He said that the department’s obtaining these certifications in the areas of quality management system, management of customer contact Centres and handling of complaints, contributes to raising the level of providing distinguished service to customers, by adopting the best international standards that ensure the highest levels of satisfaction with service provision, and enabling the ministry to deal with complaints effectively and professionally, and address them as quickly as possible, by establishing a culture of transparency in dealing.
The department obtained the ISO certification in the quality management system (ISO 9001: 2015) last May, which focuses on customer service, meeting their requirements and measuring their satisfaction in terms of raising the efficiency of employees, improving management and its responsibilities, in addition to managing rela-tionships between all parties.
The Customer Service Department and the Unified Call Centre also obtained the ISO cer-tification in the Customer Contact Centre Management Systems (ISO 18295-1:2017) last May. Customers are provided with services that meet their needs continuously and distinctly, and in cooperation with various parties.
The department had obtained the ISO certification for the Complaints Handling System and Increased Customer Satisfaction (ISO 10002:-2018) in June of the year 2021, which aims to provide integrated services to customers with high accuracy and efficiency, and strive to increase their satisfaction by meeting their requirement.
