Sharjah City Municipality's hotline service received 45,090 phone calls during the period from the starting of the year till the end of last September, 16,553 of them were complaints and notes, while 37,537 were other inquires, 90% of them were dealt with, according to Abdulla Al Buraimi head of Hotline division at the municipality.
Mr. Al Buraimi pointed out that the Municipality’s Hotline service operates round the clock to receive complaints and suggestions from the citizens and residents, even during weekends and official holidays, as the municipality is keen on responding fast to customers' complaints and dealing with them in a timely manner. This comes within the municipality's strategy to be in lead of service departments and harness all of its potentials to serve customers and achieve their satisfaction.
He added many services that can be applied for through the hotline service are also available for customers online through the municipality website to facilitate customers transactions, the most important of these services are provided by The Department of Transportation such as Landfill, land levelling, soil removal, landfill request to support the fence, establishment of a new dirt road or maintenance of older road and agricultural soil application. Also, The Environmental Services Department offers new 18 services that can be applied for online instead of contacting the Hotline service such as: sewage suction service for residential houses, disposal of general domestic remnants or metallic remnants such as aluminum and tin, disposal of crops residues and many other services that can be checked on the municipality website.
He clarified that the job of the Hotline agent is not limited to answering phone calls but also he has other tasks such as entering complaints into computer system which sends an SMS to the caller after finishing from registering his comment in the system. Moreover, the agent answers the enquiries and communicates with the concerned department regarding the complaint to take all the necessary procedures to solve this problem, if the problem does not fall within the municipality responsibility, the complainant will be guided to the concerned department.
Al Buraimi stressed that the Hotline service team is chosen very carefully, whereby the agent has to be of high skills in communicating and dealing with customers of different types, especially that some customers sometimes call in an anger or in a bad mood, but the agent works on calming them and responding to solve their problem which achieve the highest rates of customers' satisfaction.
He urged people to contact the municipality via the hotline service on 993 from inside the city and on 06 5162596 from anywhere in the country in case of any complaint or an enquiry and to contact Sharjah Call Centre on 80080000 to inquire about any services, events and information concerning Sharjah city.