‘Call and explain your problem’
KUWAIT CITY, June 26: The services provided by the “153” Customer Service Call Center, during the first week of its inauguration, received positive feedback from the customers of the Ministry of Electricity, Water and Renewable Energy who wished to complete the transactions related to entering their meter reading, paying their bills, and others. This confirms the unparalleled success of the idea of its establishment, reports Al-Rai daily. Director of Customer Services Department Falah Al-Mutairi said, “The ministry, based on its orientation towards digital transformation through electronic automation of its services and diversification of e-service provision sources, has adopted and implemented this project to facilitate procedures for various customer segments and to complete their electricity and water transactions without the need for them to attend in person”. The phone call service has given customers, who are not proficient in dealing with electronic applications that the ministry provides through its website, the opportunity to complete their transactions without any complication. All it takes is to call the number 153 and follow the steps to complete their transactions as quickly as possible”.
Al-Mutairi highlighted the center’s success in completing about 200 to 300 transactions per day, despite its launch not too long ago, in addition to the inquiries it receives daily, which range from 400 to 600 inquiries. He explained, “The establishment of the customer service center will ease the pressure experienced in the ministry’s head office and its external sector offices, and will allow the employees to work on developing work mechanisms for reducing the documentary cycle and completing the largest number of transactions.
The center provides its services through a national cadre trained to deal with customers through the telephone service without the need for the latter to visit the ministry or its affiliated offices. The idea of establishing the center was born within a set of ideas that were developed with the aim of digital transformation of the ministry’s services, especially to help customers who are not good at dealing with the services provided by the ministry through its website, in order to facilitate them and help them complete their work from their homes, workplaces or wherever they are”. The daily conducted a test call with the Director of Customer Services Department on the number 153 to inquire about the value of the invoice and the method of payment. The entire transaction was completed in less than two minutes. Al-Mutairi explained that the call center provides five main services among other services.
1. Inquiries about electricity and water bills
2. Entry of meter readings
3. Payment of bills
4. Issuance of clearance
5. Receipt of meter check requests