The Public Works Authority continues to implement its Customer Service Excellence Programme, which was launched in 2013 with the aim of developing the services offered to customers of all categories and facilitating access to these various services. In this context, Ashghal launched its e-services portal, provided by Ashghal’s Customer Zone, which includes a range of 18 services and applications that can be easily reached and submitted by individuals and businesses through the portal (customerzone.ashghal.gov.qa).
Eng. Ali Abdullatif Al-Kuwari, Assistant Manager of Information Systems Department in Ashghal, stated that the e-services portal has an organised and accurate interface that enables customers, individuals or businesses, to easily access the services they need. The services are categorised in lists based on their type, including: Roads Services, Drainage Services, Infrastructure Services, Complaints, Suggestions, and Enquiries lists, in addition to Notifications which 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.ervices portal has an organised and accurate interface that enables customers, individuals or businesses, to easily access the services they need. The services are categorised in lists based on their type, including: Roads Services, Drainage Services, Infrastructure Services, Complaints, Suggestions, and Enquiries lists, in addition to Notifications which 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.
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.
Eng. Ali Al-Kuwari added that the Roads Services include seven services and permits which are: Road Events Permit to carry out an activity or event on a road and maintain smooth traffic flow, No-Objection Certificates in order to release a vehicle from the MOI after a traffic accident that has affected Ashghal’s assets, Traffic Diversion Plan (TDP) to conduct safe traffic diversions, Directional Signage Request to obtain a street, district or building sign, Street Light Installation Request, Practical Completion Certificate (PCC) Request for completion of construction work and site clearance, and the Removal/Relocation of Street Light Request.
Drainage Services include six services which are: Grease Trap Permit for restaurants, bakeries, hotels, car repair garages, petrol stations, printing presses and others, Groundwater Dewatering Permit (for Contractors) to use Ashghal’s assets for withdrawal of groundwater at construction sites, Treated Sewage Effluent (TSE) Tankers Permit to use tankers to transfer TSE supplied by Ashghal according to approved specifications of treated water, Tankers Permit (for Individuals/Compounds) to unload sewage collected from a customer’s septic tank and take it to a treatment plant, Treated Sewage Effluent (TSE) – New Connections, and the House Connections to Drainage Networks Request.
Infrastructure Services include one service which is Plot Demarcation, through which 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.
Eng. Ali Al-Kuwari noted that Ashghal’s customers, whether individuals or businesses, can access those services through the e-services 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.
It is worth mentioning that the e-services portal is part of the initiatives and projects launched by Ashghal during the past four years in an 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 through its new short number “188” which Ashghal launched recently, or through the Customer Zone Centres in Ashghal’s headquarter in Westbay and in Ashghal’s office in 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.