Serco seals Abu Dhabi BPO contract
Abu Dhabi, September 12, 2013
Abu Dhabi government has awarded a major four-year contract to Serco, a global services company, for providing shared services to more than 50 government departments within the emirates.
As per the deal, Serco will be partnering with Abu Dhabi Systems & Information Centre (ADSIC), the governmental body overseeing the UAE capital’s Information technology agenda.
The contract, expected to commence in first quarter of 2014, will see Serco provide citizen contact and issue resolution management in the public services realm.
As a first step, Serco has created a delivery facility in Al Ain, the second largest city in Abu Dhabi for ADSIC.
Under this new partnership, Serco will provide contact centre and support services on a unique multi-channel basis, including voice, email and web chat.
Serco will also provide employment to more than 100 UAE nationals. The centre will offer services in both Arabic and English consolidating its foothold in the region with over 3000 dedicated employees serving Middle East clients.
Susir Kumar, the CEO of Serco Global Services, said, “We are pleased to have been chosen by ADSIC to deliver these important services to the citizens. Serco brings forth substantial expertise in the transformation of customer contact services, operational excellence and cost efficiency whilst maintaining the highest levels of customer service.”
The ADSIC was formed by the Abu Dhabi Government and its mission is to enable the modernization of government services through Information Technology, using multiple channels of delivery. It envisions a high-performance government delivering world-class services to its citizens.
Commenting on the win, Bhupender Singh, the CEO of Serco Global Services - Asia, Middle East, and Australia (AMEA) said the company's expansion of operations in the UAE further supports our strategy of bringing global BPO expertise to rapidly growing economies.
"Serco’s solutions are supported by deep insights and process expertise that will enable ADSIC to realize its vision of being a comprehensive platform for streamlining governmental procedures and delivering customer-oriented services in an efficient and user-friendly manner," he added.-TradeArabia News Service