Contact center consolidation at Government of Ras Al Khaimah

Contact center consolidation at Government of Ras Al Khaimah | con4PAS

con4PAS, a leading provider of consulting services for SAP Customer Experience (CRM), and RAS Al Khaimah e-Government Authority (EGA) has successfully launched the contact center built on SAP technology.

June 12, 2020

The Electronic Government Authority (EGA) is a provider of centralized services for government departments in Ras Al Khaimah, UAE.

To provide a unified citizen experience, RAK EGA has considered a consolidated contact center being built on SAP technology. Having already SAP IT landscape (SAP ERP/SAP CRM), SAP Contact Center has seemed to be the natural step forward. The main reasons for these steps were:

  • Seamless process flow for inbound and outbound scenarios with deep integration into already existing SAP CRM Interaction Center
  • Flexible solution allowing RAK government to start with a relatively small team and dynamically expand as per its needs
  • Proven technology within the SAP portfolio


The SAP Contact Center was delivered and made operational within 2 months with full processes scenarios like e.g. outbound and inbound call processing, email management, or service request processing.


The Centralization of the contact center allows RAK government faster response increasing citizens' satisfaction through regular contact with one operator and higher efficiency of agents utilization.

Creation of the unified contact center for inbound and outbound communication with our citizens is the first step towards a complete multichannel communication and harmonization of Ras Al Khaimah one-voice approach across all its departments“, said Eng Ahmad Al Sayyah, Director General, Electronic Government Authority (EGA)



Ras Al Khaimah is one of seven emirates that joined to form the United Arab Emirates (UAE).

The Electronic Government Authority (EGA) provides centralized services to the government departments in Ras Al Khaimah in the following areas: Technical project management, technical services management, training programs, and digital services. The EGA is also keen to develop an IT strategy for the Government of Ras Al Khaimah, and implement it in cooperation with government departments in the emirate, and to promote information security through the application of international security standards in the Government of Ras Al Khaimah Information Centre.

EGA assures excellence and leadership in providing services to all its customers, and puts them on top of its priorities, to meet the needs and requirements of customers, and always strive for the implementation of best international practices in the field of information technology, to increase the institution's technical performance and meet the current and future needs and requirements of government departments, and provide an efficient working environment for employees to improve their performance and simplify business processes and enhance customer satisfaction.

The online portal of the Government of Ras Al Khaimah is the shared window of all electronic services for the local departments in the Emirate of Ras Al Khaimah, also mRAK App is the smart services platform for government services, with the participation of some federal institutions that provide their services to all citizens and residents of the Emirate of Ras Al Khaimah in particular, and UAE in general.


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