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GCC Initiatives Towards eGovernment & Sustainable Public Services

Consumer’s eComplain Public Authority for Consumer Protection (PACP) Presented by: Nasser bin Said Almubaihsi. Sultanate of Oman. GCC Initiatives Towards eGovernment & Sustainable Public Services. Agenda . GCC Initiatives Towards eGovernment & Sustainable Public Services. Who We Are?

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GCC Initiatives Towards eGovernment & Sustainable Public Services

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  1. Consumer’s eComplain Public Authority for Consumer Protection (PACP) Presented by: Nasser bin Said Almubaihsi Sultanate of Oman GCC Initiatives Towards eGovernment & Sustainable Public Services

  2. Agenda GCC Initiatives Towards eGovernment & Sustainable Public Services • Who We Are? • Our Challenges • eComplain Solutions • Complaint & Inspection Management System • Inspectors Personal Digital Assistant (PDA) • Web Portal • Mobile Apps • Contact Center • Social Media • Future Plan • Conclusion

  3. Who We Are?Public Authority for Consumer Protection (PACP) GCC Initiatives Towards eGovernment & Sustainable Public Services • The Public Authority for Consumer Protection was established at the Royal Decree No. 26/2011in February 2011. • The objective of the establishment of the Commission: • Monitor and work to protect consumers from price fluctuations. • Ensuring that the rules of the consumer's freedom of choice, equality and fair treatment, honesty and credibility. • Development of public awareness. • Find quick solutions to consumer complaints. • Combating commercial fraud and counterfeiting and anti-monopoly. • Establishment of associations for consumer protection.

  4. Build consumer confidence in the abilities of the Authority, protect their rights in every mean possible and considered as a source of knowledge for consumer awareness and guidance whichprovide Efficient, Transparent and Satisfactory service to the Consumers. GCC Initiatives Towards eGovernment & Sustainable Public Services GCC Initiatives Towards eGovernment & Sustainable Public Services Vision

  5. GCC Initiatives Towards eGovernment & Sustainable Public Services GCC Initiatives Towards eGovernment & Sustainable Public Services Our Presence • Started with one Branch in Muscat • Currently, We are serving with 12 Branches in all over the Sultanate

  6. Statistics GCC Initiatives Towards eGovernment & Sustainable Public Services Number of Registered Complaints, Reports and Violations in 2012: Total = 31636

  7. GCC Initiatives Towards eGovernment & Sustainable Public Services

  8. GCC Initiatives Towards eGovernment & Sustainable Public Services

  9. GCC Initiatives Towards eGovernment & Sustainable Public Services

  10. GCC Initiatives Towards eGovernment & Sustainable Public Services

  11. Challenges GCC Initiatives Towards eGovernment & Sustainable Public Services GCC Initiatives Towards eGovernment & Sustainable Public Services • Handling of a Large Number of Complaints • Service level Sustainability • Multiple Communication Channels • Maximum Reach • Operational Efficiency • Anywhere, Anytime

  12. Solutions GCC Initiatives Towards eGovernment & Sustainable Public Services To achieve this vision and overcome the challenges, • Convert the Paper-based Procedures to Electronic • Use of the latest technology and procedures • Efficient and integrated system for complaints received: • Telephone Hotline • Official Website • Smart Phone Applications • Social Media • Email

  13. eComplain Solution GCC Initiatives Towards eGovernment & Sustainable Public Services

  14. Workflow GCC Initiatives Towards eGovernment & Sustainable Public Services

  15. Complaint & Inspection Management System(CIMS) GCC Initiatives Towards eGovernment & Sustainable Public Services • CIMS is central repository for consumer Information • Central store for all consumer related information, issues, resolutions, call records. • Line of Business (LOB) and other applications are integrated with CIMS to store and retrieve the consumer records

  16. CIMS Objectives GCC Initiatives Towards eGovernment & Sustainable Public Services • Provide Accurate & real time status information about complaint • Time & effort savings for PACP employees • Electronic record of fines issuance • Statistical reports for management tracking and monitoring.

  17. GCC Initiatives Towards eGovernment & Sustainable Public Services

  18. Inspectors Personal Digital Assistant (PDA) GCC Initiatives Towards eGovernment & Sustainable Public Services • Provides assistance in field to Inspectors • Connected Online • Integrated with CIMS • Supported by Mobile Printer

  19. PACP Web Portal GCC Initiatives Towards eGovernment & Sustainable Public Services GCC Initiatives Towards eGovernment & Sustainable Public Services • Presence over Web www.pacp.gov.om • Availability for Different Platform • Desktop/Laptops, Tablets, Phones • Accessibility • Arabic • English

  20. PACP Web Portal Objective GCC Initiatives Towards eGovernment & Sustainable Public Services GCC Initiatives Towards eGovernment & Sustainable Public Services • Provides unique identity over Web • Provides information to consumer about PACP in general and its activities in specific • Provides a centralize place for PACP information collection and dissemination • Provides up-to-date information about commodities prices at different retailers/vendors location • Educate consumers about market trends, listed prices and take informed decision about day-day shopping

  21. Web Portal Functionalities GCC Initiatives Towards eGovernment & Sustainable Public Services • Announcements • Awareness Campaigns • Complaint and Suggestions • Consumer Guides • Laws and Decisions • Media Center & Press Releases • Price Index • News & Updates • Studies and Research • Surveys

  22. GCC Initiatives Towards eGovernment & Sustainable Public Services

  23. Mobile Application (eConsumer Guide) GCC Initiatives Towards eGovernment & Sustainable Public Services • PACP information on hand held devices • App is available for leading Mobile OS like Android, iOS, Windows, BlackBerry • Lunched in 5th March, 2013

  24. Mobile Application (eConsumer Guide)Objectives GCC Initiatives Towards eGovernment & Sustainable Public Services • Provides unique identity to PACP for Mobile Platforms • Provides information to consumer about PACP • Provides up-to-date information about commodities prices at different retailers/vendors location on Hand Held Devices • Educate consumers about market trends, listed prices and take informed decision about day-day shopping • Enable consumers to lodge complaints and observations

  25. GCC Initiatives Towards eGovernment & Sustainable Public Services

  26. Contact Center for Consumer Complaints GCC Initiatives Towards eGovernment & Sustainable Public Services • Established 1st of January 2012 • Consumer Can call to register the complaints, observatory and suggestions • Initially, Available for 16 Hours per day • Available for both Arabic and English Consumers • Integrated with CIMS for complaints and call tracking

  27. Contact Center System Main Features GCC Initiatives Towards eGovernment & Sustainable Public Services • Web based system supports all the modern Contact Center features • Allow agents to use various media types (voice, email, and web chat sessions) • Provide a single unified interface for handling all media types • Multilingual IVR and Conversation recording facility • Integrated with Email, and CISM for Consumer Information • Real-time Reports, User statistics, KPIs & Management Dashboard • Integrated quality assurance and reporting features i.e. supervisor intervention, logging, screen monitoring, remote control.

  28. Contact Center System Main Features (cont.) GCC Initiatives Towards eGovernment & Sustainable Public Services • Ability to autodial campaigns to start with a simple IVR then direct to agent • Ability to broadcast dial to customers with a pre-recorded message • Conditional and Skill based routing • Routing all media types in a mixed fashion with others such as voice calls, Emails and web sessions

  29. Social Media Objectives GCC Initiatives Towards eGovernment & Sustainable Public Services • Strong Presence in Social Media • Help the consumers by use of social media such as blogs, wikis, social networking websites, forums, message boards, or comments on web-articles. • Enormous amount of users can be reach very efficiently • Information, pictures, videos, and news sharing with consumers • Online surveys to gather information and performance of PACP from Consumer

  30. PACP Social Media Accounts GCC Initiatives Towards eGovernment & Sustainable Public Services • List of social media platforms PACP is currently managing. • Facebook (pacpomani) www.facebook.com/pacpomani • Twitter (pacp_oman) www.twitter.com/pacp_oman • YouTube (PACP Oman) www.youtube.com/channel/UCAjOB3QcXkP-EH1f7OGDTcQ • Sablat Oman http://avb.s-oman.net/forumdisplay.php?f=317

  31. Social Media Response GCC Initiatives Towards eGovernment & Sustainable Public Services • Four Support Levels for Consumers • Level 1 • Direct response to question about PACP functions and inquiries Resolution Time: 20 Min to 4 Hours • Level 2 • Question requiring legal answers to relevant departments ResolutionTime: 2 Hours to 4 Hours • Level 3 • Response to some complaints and required field visits, or case study. Resolution Time: One (1) to Four (4) Days • Level 4 • Contact other relevant authorities (such as Ministry of Health, Municipality etc., ) Resolution Time: Depends on review

  32. Future Plans GCC Initiatives Towards eGovernment & Sustainable Public Services • Consumer can track the status of their complaints/suggestion and can send a follow-up request • Integration with Ministry of Commerce and Industry for suppliers registration (Real-time) • Integration with Public Prosecution for the resolution of complaints • Enable Handicap accessibility. • Integration with International prices source to provide side by side comparison for commodity prices (e.g. Reuters)

  33. Conclusion GCC Initiatives Towards eGovernment & Sustainable Public Services Public Authority for Consumer Protection working strongly to satisfy consumers in all parts of the Sultanate!

  34. GCC Initiatives Towards eGovernment & Sustainable Public Services Thank You

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