Doha: The Ministry of Municipality, represented by its Customer Service and Unified Call Center Department, has inaugurated a new call center dedicated to serving clients of the Urban Planning Affairs sector. This initiative aims to enhance service quality, streamline public access to urban planning services, and improve transparency and efficiency in processing transactions, aligning with global best practices.
According to Qatar News Agency, Head of the Unified Call Center at the Customer Service and Unified Call Center Department, Rakan Mohammed Al Marri, stated that the new center will serve as a direct link between the public and the Urban Planning Affairs sector. The center is designed to handle inquiries, feedback, and service requests promptly and professionally, reinforcing public confidence in government services and supporting the country’s urban development efforts.
Al Marri emphasized that the launch is part of the ministry’s broader strategy to upgrade communication channels with the public and integrate digital services with call center operations. This move is expected to boost competitiveness, increase customer satisfaction, and position the ministry among the region’s leading institutions in customer service. It also aligns with the ministry’s commitment to innovation, leadership, and sustainability, as outlined in Qatar National Vision 2030.
He further noted that the center marks a qualitative leap in service delivery through its direct integration with Urban Planning Affairs systems. This connection has reduced response times from up to ten days to a current efficiency rate exceeding 75 percent, significantly enhancing user experience and communication effectiveness.
The call center is equipped to handle thousands of calls monthly, reflecting the ministry’s dedication to placing customer needs at the heart of its priorities. The facility provides immediate responses to public inquiries across 37 services related to urban planning, including land allocation and planning transactions. Its integration with sector systems enables faster, more efficient processing through a unified communication channel that saves time and effort for both citizens and residents.