The Public Works Authority launched e-services portal, provided by the Customer Zone to Ashghal’s customers, including a range of 23 services and applications that can be easily reached and submitted by individuals and businesses through the new portal (customerzone.ashghal.gov.qa). The e-services portal was launched as per the timeline given to Ashghal by the Qatar E-Government 2020 Strategy Management Office.
The launch of e-services portal comes as part of Ashghal’s initiatives and projects it launched during the past two years that aim to enhance communication and direct interaction with all customers. It aims to create a comprehensive and efficient experience for customers, whether through the contact centre that receives calls around the clock, 7 days per week, or through the Customer Zone Centres in Ashghal’s headquarter in Westbay and on the Wholesale Market Street near Salwa Road. Those initiatives depend on a new integrated system to manage customers’ relations that was implemented by the programme team in Ashghal in cooperation with Microsoft.
Ashghal’s customers, whether individuals or businesses, can access those services through the new portal by registering on Ashghal’s website, if they haven’t registered before, and move to the Customer Zone Portal or through the portal link customerzone.ashghal.gov.qa, that has all the information and services it provides.
The new interface has an organized and accurate design that enables customers whether they are individuals or businesses to easily access the services they need. The services are categorized in lists based on their type, including: Roads Services which contain 11 services, Drainage Services which contain five services, Infrastructure Services which include three services, in addition to the Complaints, Suggestions, Enquiries, and Notifications lists.
The application process is easy and fast; it only requires selecting the service and clicking on application’s icon, then filling the required fields of information. In addition, documents can be uploaded and attached with the application to finish the process and submit complete applications electronically.
Roads Services include a number of services and permits such as Dedicated Parking Permit, Road Events Permit, Scaffolding Permit for Contractors, Road Space Booking - for Skip, No-Objection Certificates, Traffic Diversion Plan (TDP), Directional Signage Request, Street Light Installation Request, Practical Completion Certificate (PCC) Request, Removal/Relocation of Street Light Request, Speed Hump Application.
Drainage Services include a number of services such as Grease Trap Permit, Groundwater Dewatering Permit (for Contractors), Treated Sewage Effluent (TSE) Tankers Permit, Tankers Permit (for Individuals / Compounds), Treated Sewage Effluent (TSE) – New Connections.
While Infrastructure Services include Plot Demarcation, Road Level Enquiry, House Connections to Drainage Networks.
Following is an overview of the e-Services provided by Ashghal’s Customer Zone Portal:
First: Roads Services:
11. Dedicated Parking Permit
This service enables customers to apply for a permit for a dedicated parking bay in front of their homes or businesses, provided that they have prior approval from the Ministry of Interior (MOI) before submitting the application to Ashghal along with the required documents. Once the application is submitted and the information provided are verified, the relevant work will be implemented as per MOI’s instructions.
2. Road Events Permit
This service enables customers to apply for the necessary permit to carry out an activity or event on a road, in order to maintain smooth traffic flow. Ashghal provides the required support for the management of various events, by coordinating with stakeholders, ensuring the necessary permits are obtained (such as traffic diversion plans and road space booking), and communicating with external customers and road users, in addition to ensuring that relevant directional signage is in place.
3. No-Objection Certificate for Ashghal’s Damaged Assets (3rd Party Claim)
In order to release a vehicle from the MOI after a traffic accident that has affected Ashghal’s assets, customers need to obtain a No-Objection Certificate (NOC) from Ashghal, which they can apply for through the Customer Zone Portal and submit a number of required documents.
Ashghal may conduct an inspection to verify the damaged assets, of which results may or may not be the same as what is noted in the police accident report. If Ashghal found damage to its assets, it will send an invoice to the customer. Once this is paid in full, either personally or through insurance, Ashghal will issue the NOC. If no damage occurred to Ashghal assets, the NOC will be issued directly.
4. Traffic Diversion Plan (TDP)
Customers can apply for permit to conduct safe traffic diversions either through the Customer Zone Portal or by visiting the Traffic Diversion Plan Office on the Wholesale Market Street to register. This would require some paperwork, signatures, timelines, or advice on the Work Zone Traffic Management Guide and Ashghal Standards.
It should be noted that all Traffic Diversion Plans (TDPs) are submitted to the Traffic Diversion Plan Approvals Office prior to implementing any works within the Right of Way. A TDP is a set of documents containing full details of the work zone Temporary Traffic Management (TTM) operation, which covers all processes required to plan, implement, maintain and decommission the TTM in a safe and efficient manner.
5. Directional Signage Request
Ashghal offers this service to obtain a street, district or building sign by submitting an application on the Customer Zone Portal along with accurate location details, in order for an inspection to take place by the concerned Ashghal employees. Once the inspection is completed, Ashghal will make a decision regarding the application. If approved, the required sign(s) will be installed. If rejected, the applicant shall be informed.
There are several reasons that may cause the application to be rejected, including future projects already planned in the mentioned area, meaning that signs will be installed on completion of the project.
6. Street Light Installation Request
Ashghal offers this service for customers who want to apply for the installation of street lighting. Customers must submit an electronic letter addressed to the Roads Maintenance Department Manager at Ashghal in order for this request to be considered, in addition to accurate location details and justification for the request.
Ashghal will conduct an inspection to verify the location and justification provided, then the request will either be approved or rejected. If approved, the street light shall be installed.
7. Practical Completion Certificate (PCC) Request
To obtain Practical Completion Certificate (PCC), customers can submit an application through the Customer Zone Portal confirming the completion of construction work and site clearance. To approve the application, applicants must submit lab test results of the asphalt, concrete, and materials used.
Based on this, Ashghal will conduct a site inspection and ensure it has been reinstated as per the code of practice. If all elements are deemed satisfactory, a PCC will be issued. If there is still work remaining, a rejection letter will be provided detailing the pending work required to receive the PCC.
8. Removal/Relocation of Street Light Request
Ashghal provides the service of requesting the relocation or removal of street lights through the Customer Zone Portal, where customers are required to submit a letter to the Manager of Roads Maintenance Department at Ashghal, in addition to providing accurate location details on why a street light should be removed or relocated. Ashghal will then conduct an inspection to verify the location and justification provided. The request will then either be approved or rejected.
9. Scaffolding Permit for Contractors
This service enables contractors to apply for a permit to allow the use of necessary scaffolding. This will include applying for a Road Space Booking Permit, which requires approval from all concerned Qatari government entities including Kahramaa, Ministry of Municipality and Environment (MME) and Ministry of Interior (MOI).
10. Road Space Booking - for Skip
This service enables customers to apply for a permit to place a skip on Ashghal’s roads network. This includes applying for a Road Space Booking Permit which requires approval from all Qatari Government Entities including Kahramaa, MME, and MOI.
11. Speed Hump Application
Through this service, customers can apply for a new or replacement or removal of a speed hump, provided that they submit a copy of their Qatari ID.
On submitting the request, an inspection will take place by Ashghal’s Road Safety experts, taking into account the current road condition and any existing safety measures in place, the length of the road and the surrounding areas.
Following this inspection, the application will be presented to the Speed Hump Committee, which is made up of Ashghal, Ministry of Interior and Municipal Council Representatives. The Committee will make a decision on each speed hump request. Once the decision is made, the customer shall receive a notification of the outcome.
Second: Drainage Services
1. Grease Trap Permit
Through this service, an application for Grease Trap permit is submitted by restaurants, bakeries, hotels, car repair garages, petrol stations, printing presses and others.
Customers should fill out the request form on the Customer Zone Portal and attached the required documents, including the permit form stamped by the municipality.
2. Groundwater Dewatering Permit (for Contractors)
This service enables customers to apply for a permit to use Ashghal’s assets for the purpose of withdrawal of groundwater at construction sites. This service is managed by Ashghal’s Drainage Networks Operation and Maintenance Department (DNO&M), provided that only Ashghal approved contractors may apply for a Dewatering permit.
3. Treated Sewage Effluent (TSE) Tankering Permit
Through this service, customers can apply for a permit to use tankers to transfer Treated Sewage Effluent (TSE) supplied by Ashghal according to the approved specifications of treated water. Full explanation about documents to be paired with the application is available in the relevant section on the website, in addition to detailed information about obtaining permits related to tankers and their specifications.
4. Tankers Permit (for Individuals / Compounds)
This service enables customers to apply for a permit to unload sewage collected from a customer’s septic tank and take it to a treatment plant. There are two types of permits: Residential (a single home owner) and a Camp/Compound.
5. Treated Sewage Effluent (TSE) – New Connection
Through this service, customers can apply for a connection to the Treated Sewage Effluent (TSE) network for cooling or industrial use. Customers must follow a number of steps to complete the application, which are explained in details on the service’s online page.
Third: Infrastructure Services
1. Plot Demarcation
Through this service customers can request an NOC letter from Ashghal addressed to the Land Survey Department at the MME, in order to complete the demarcation process on land plots.
The request can be submitted and demarcation can proceed whether the property or the area is already graded or does not require grading, provided that the land plot is not within the new subdivisions that are governed by the new agreement between Ashghal and the MME regarding the release of Building Permits in new subdivisions.
To make such a request electronically, customers must fill out forms and attach all the required documents. Ashghal will then issue an NOC to the MME’s Land Survey Department.
2. Road Level Enquiry
Customers can use this service to apply for the verification of road levels in order to proceed with the construction of property according to the approved road design and level. In some areas that are newly developed or subdivided, this information may not be readily available as the design, grading and construction of infrastructure works could take few years to complete.
2. House Connections to Drainage Networks
This service enables customers to submit a request to connect their houses to the drainage network through house connections. If the house is new, a manholes map is required, which must be stamped by the DNO&M at Ashghal, and can be obtained from the contractor.
3. Road Level Enquiry
Customers can use this service to apply for the verification of road levels in order to proceed with the construction of property according to the approved road design and level. In some areas that are newly developed or subdivided, this information may not be readily available as the design, grading and construction of infrastructure works could take some time to complete.
4. House Connections to Drainage Networks
This service enables customers to submit a request to connect their houses to the drainage network through house connections. If the house is new, a manholes map is required, which must be stamped by the DNO&M in Ashghal, and can be obtained from the contractor.
Fourth: Suggestions
Customers, citizens and residents, can use this service to provide opinions and suggestions that would help Ashghal improve and enhance its services and the projects it implements. Suggestions and opinions are captured and sent to Ashghal’s Customer Relationship Management System, after being assessed by Ashghal experts. Customers will then be informed of the assessment results; whether the suggestion is viable or is already in Ashghal’s plan, or it is invalid and cannot be implemented.
Fifth: Enquiries
Through this service customers can submit an enquiry or request data or information related to Ashghal, or any of its services. Ashghal’s customer service agents will respond to all enquiries received from customers.
The process of submitting enquiries includes filling a number of fields, which enables the customer service agents to respond accurately to each enquiry.
Sixth: Complaints
Through this service, Ashghal’s customers can submit a complaint related to any problem they face in any of Ashghal’s projects or services. Complaints are received and entered into Ashghal’s Customer Relationship Management System, and are then directed to responsible personnel who will complete the procedure. Customers are kept informed of the progress throughout this process.
Seventh: Notifications
Through this service, Ashghal’s customers can submit a notification or a piece of information to inform the authority of any problem, failure, or issue that might affect Ashghal or any of its services or projects, in order for Ashghal to take corrective actions.
Notifications are different from complaints in that they are not related to a personal matter but rather to anything that might cause a public hazard or damage, such as matters that may cause traffic accidents, injuries to others, or bad practice by Ashghal’s workers or contractors.