The establishment of this new center stems from an extensive study conducted by the GPSSA to identify core operational challenges and analyze customer feedback captured through various experience measurement tools.

To address certain challenges rapidly, the Authority executed 12 strategic initiatives that serve as the foundation for the new call center. Developed under a comprehensive automation plan, these initiatives systematically resolve existing customer issues through fast, constructive and forward-thinking solutions.

A primary focus of the plan was embedding an AI-driven technical framework into the center's core operations. Key solutions included deploying an advanced knowledge base and empower human resources through a comprehensive digital repository that delivers unified, instantaneous legal and operational responses to agents during live calls. Furthermore, the center introduced a Unified Agent Interface, which is a centralized screen displaying a customer’s complete cross channel interaction history the moment they connect, successfully eliminating the need for customers to repeat their issues.

The modernized roadmap features an upgraded Interactive Voice Response (IVR) system, staff expansion, and intensive professional qualification programs. Operational governance was reinforced by establishing 37 Key Performance Indicators (KPIs), an automated quality evaluation framework, and a dedicated workforce management system.

To further streamline operations, the GPSSA introduced "Smart Agent Assistant" technology. This AI system listens to active calls, transcribes them in real time, and dynamically suggests accurate answers and legal links from the knowledge base to accelerate resolution times. Additionally, a 24/7 Smart Virtual Chatbot (AI Chatbot) was deployed to analyze customer inputs, predict conversation context, and autonomously execute repetitive requests without human intervention.

These combined initiatives have resulted in an instantaneous improved response process with inbound inquiries. In April 2026, the center achieved unprecedented performance gains, managing 15,126 calls and driving its service delivery level to 95.29% against its monthly target.

Operational metrics revealed a First-Contact Resolution (FCR) rate of 77.25%, alongside a dramatic reduction in average handle time from six minutes down to just 14 seconds. Consequently, customer satisfaction surged to 90.78%, while dissatisfaction plummeted to a record low of 7.40%. Agent occupancy dropped to 59.23%, a highly positive operational shift demonstrating optimized capacity and zero call backlogs due to exceptional transaction processing speed.

During an inspection tour of the new facility, His Excellency Faras Al Ramahi, GPSSA’s Director General, stated: "The opening of this upgraded call center embodies GPSSA's absolute commitment to the directives of our wise leadership to deliver government services that exceed customer expectations. This center shifts our service delivery model from a traditional reactive approach to a proactive, AI-powered operation, ensuring our stakeholders receive exceptionally fast and precise support."

His Excellency noted that this milestone validates the Authority's strategic blueprint, which fuses cutting-edge artificial intelligence with specialized human capabilities to elevate the call center into an agile, data-driven smart ecosystem.