The setting up of Silah Gulf came to satisfy several objectives; first was the establishment of the National Contact Centre (NCC), one of five service delivery channels under the Bahrain eGovernment Authority programme that aimed to bring government services closer to the citizen whilst improving quality of service. The establishment of Silah Gulf also came in line with Bahrain Vision 2030, which aims to make the Kingdom of Bahrain a unique hub for foreign investments in the Middle East as it has a solid financial situation that attract businesses and investments, in addition to the different facilities provided out of its commitment to diversify its national revenue sources. By embedding a contact centre service provider of supreme quality with international expertise and whilst taking into account numerous other factors, it is seen that such an initiative will help in catalyzing the BPO (Business Process Outsourcing) service industry in the Kingdom.
Specifically for the NCC, the concept was to consolidate as many government services as possible into a centralized call centre. By centralizing the call centres within government bodies, the government would save valuable resources by reaching economies of scale, whilst ensuring an easy access unified service to the public. In addition, the high quality of service is ensured for all government organizations. The benefit to the citizens and residents of the Kingdom is that they will have access to numerous government services by calling just one toll free number. i.e. single point of contact that is easy to be remembered (8000 8001), whether someone is enquiring about an application for a government service or calling to make an appointment at the local public health centre, all they have to do is to call one number.
The initiative had to improve quality of services, create efficiencies in the delivery of services whilst maintaining self-sustainability.
The national contact centre (NCC) was seen as one of the channels that would both support the other three eGovernment service delivery channels in addition to acting as a service delivery channel itself. With the high teledensity in the Kingdom, the NCC was foreseen to be the channel of closest reach to the citizens utilizing different communication technologies such as IVR, SMS, , etc. Part of its social responsibility, eGovernment Authority has recently taken initiative to establish the capability to conduct a video call in NCC with experts in sign language for deaf and hearing impaired people.
Furthermore, being a 24/7 contact centre, the NCC will act as a channel of communication between the citizens and government in which suggestion and complaints can be conveyed to the relevant bodies in the government.