Abu Dhabi: A new call centre at the Ministry of Education (MoE) aims to target 90 per cent of Information Technology (IT) complaints and issues involving all schools in the UAE, Rashid Salem Al Nuaimi, Director-General of the MoE, told Gulf News.
A call centre with 24 bi-lingual employees is now available for the first time at the MoE to help service both private and public schools. This initiative focuses on improving the technical infrastructure in schools.
"We have a strong team of 15 IT agents who will be able to handle any technical problems across schools in the UAE without the need of a physical checkup. Our aim is to reach 90 per cent efficiency in that field, and only require to visit a school site for technical problems with a ten per cent probability," Al Nuaimi told Gulf News.
During the inauguration ceremony held yesterday morning, Dr Hanif Hassan, Minister of Education, said the call centre is one of the most important steps taken by the ministry to help create more transparency and communication with society.
When Gulf News dialled the toll-free number at the newly inaugurated call centre for trial purposes, a call centre agent, Fairuz Ali, answered the phone and confirmed that the centre can now officially offer three services — facility management, complaints and suggestions and information technology (which consisted of 15 dedicated IT engineers and call centre-agents).
"For now we are 24 agents, but this number is expected to reach 30 by the end of the month," said Fairuz, who said the facilities and complain/suggestions department had already received ten phone calls from the public during the morning.
Training
Al Nuaimi told Gulf News that the ministry has trained all its agents and employees in the last month due to the departments' importance and very soon a human resources and inquiry department will be added.
"I prefer to call the initiative a call centre and technical support department since most of our employees are engineers who are especially recruited to handle technical problems across schools," said Al Nuaimi, who added that the ministry is in the process of gathering demographic statistics and data base on all public schools across the UAE.
Details: Helpline
If you are a teacher/professor/school principal with a technical problem in your school, or a parent, feel free to file a complaint/suggestion/issue by phoning toll free number: 800-MOE-UAE (800-663-823)
Timings: 7.30am – 4pm every day except Friday and Saturday (timings are set in coordination with school timings).
