RAK EGA Drives Modernisation of Government Services With Avaya

Mobilk - The Ras Al Khaimah Electronic Government Authority (RAK EGA) is accelerating the modernisation of the Emirate’s government services by adopting customer and team engagement solutions from Avaya to transform how departments interact and how employees can effectively collaborate and provide the best omnichannel service to customers.

RAK EGA has taken the lead in equipping itself with a number of new technology solutions, which also enables it to help other government departments ensure the quality of operations, and to provide the best ‘smart solutions’ across departments, as well as communication solutions for staff. The solutions suite implemented by RAK EGA recently received the Network ME award for ‘Unified Communications Implementation of the Year’.

Engineer Ahmed bin Saeed Al Sayah, General Manager of the RAK E-Government Authority, said: “The UAE has taken great strides in E-Government, and we are proud to continue this strong push in Ras Al Khaimah as well. Having Avaya as a partner offers us a wealth of customizable designs and solutions to meet the specific requirements that will lead to the outcomes we desire. This ensures that we are able to make our Government services accessible to our citizens and residents in the way they prefer – electronically. The added benefit is in terms of operational efficiency and closer collaboration between and within Government departments.”

Mohammed Areff, Vice President, Middle East, Africa, and Turkey, Avaya, said: “It is an honour to provide Ras Al Khaimah Electronic Government Authority with the technological means to evolve its service offering in its period of digital transformation. As the Authority’s technology partner, we are proud to work hand in hand with them to develop customised solutions that will facilitate a smoother, more streamlined way of working, benefiting both employees and customers alike.”

RAK EGA’s key investment in customer satisfaction enables multi-format engagement avenues for department customers, promoting the ‘always open for business’ concept. To drive collaboration and service delivery innovation, RAK EGA has invested in a video conferencing system that helps government employees remain in touch with their teams and stakeholders even when on the move, and from any device. Due to the rich user experience, the simplicity of use and the ability to use one’s own mobile device, there is increased usage for interactions between teams and with customers.

Engineer Aliya Al Kendi, Manager, IT Services, RAK EGA, said: “The collaboration and customer service technology provided to us by Avaya will serve as a tool that enables us to deliver excellent results. With this engagement solution investment our agents are no longer tied to a single location, and they are both equipped and motivated to provide the best services and solutions for their customers.”