United Arab Emirates, Dubai, May 29, 2013: A delegation from the Abu Dhabi Distribution company recently visited the Dubai Health Authority's Call centre and Information Technology (IT) division.
The delegation headed by Mohammed Yousuf, director of IT at the Abu Dhabi Distribution Company was received by Mubaraka Ibrahim, Director of IT at the DHA and her team members.
The delegation visited the DHA to understand the functioning of the DHA's call centre and its latest IT services.
Ibrahim provided an overview of the call centre and mentioned: “Since its inception in December 2011, we have handled 245,000 calls, of which 60 per cent of the calls were from international customers located across 70 countries.”
She said on an average the DHA call centre ( 800 342) which is operational from 8am to 6 pm, on weekdays, receives 750 calls per day.
Khawla Lootah, assistant director of IT at the DHA provided an overview of the IT services at the DHA and highlighted the importance of including latest IT services that benefit customers such as the DHA i-phone application which provides users with several features including synchronizing their children's vaccination calendar to receive reminders for vaccination dates.
Hayat Al Hammadi, head of IT services section at the DHA said that the DHA IT department takes into consideration a long-term roadmap of the needs of the IT services of its internal and external customers and provides customers with convenient IT solutions.
Qassim Abuhantash, project manager of the DHA Call Centre elaborated on the importance of the call centre that serves as a dedicated channel to address customer queries. He added that by the end of 2012, the call centre had achieved a 95 per cent answering capability and that the call centre has several measures in place to evaluate its functioning so that it consistently provides customers with high-quality of services.