Sharjah24: Sharjah Electricity Water and Gas Authority (SEWA) participated in the second edition of the Sharjah Contact Centers Forum by reviewing best practices in crisis and emergency management and the experience of the authority's call center in dealing with 18,000 reports within days.
During the first session of the forum, Mohammed Abdullah bin Ali, Director of the Contact Center Department at Sharjah Electricity, Water and Gas Authority highlighted the authority’s strategy for 2025, the importance of pre-crisis planning, the role of positive cooperation between departments and emergency teams in the authority, team formation, implementation, follow-up, auditing, review of results and performance indicators.
Mohammed Abdullah bin Ali, underscored the experience of the Sharjah Electricity, Water and Gas Authority's call center in best practices during crises and disasters, which was based on the experience that the authority went through during the past week in the rainy weather , where the center received more than 18,000 calls within days, referring to the vast majority of communications resulting from it.
He pointed to the registration and classification of communications according to priority, the recall plan, the integration of electrical engineers and technicians into the support fleet, the division of regions into parts, the identification of a leader for each region, and continuous monitoring by the operations, control and control room equipped with the latest technology for data analysis, artificial intelligence, resource planning, guidance and follow-up, and the importance of the role of effective communication with the masses.
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