In the early phases of the initiative (2008 – 2009), the eGovernment Authority conducted a study to assess the need for call centre services within the government. Such step was undertaken to assess the viability of establishing the initiative as a business.
In 2009, once the viability was clear, the authority began its search phase in order to find the most suitable partner, out-of-which the company Merchants LTD. was selected.
Once selected, a joint venture company was established between both companies to create the Silah Gulf entity (in 2009).
An international team from Merchants was mobilized to setup the necessary infrastructure for the company in order to meet its objectives. This included the development of the technology platform, all processes and know-how’s of operating call centres using the best practices.
The calling centre was operating prior to 2010 as an eGA support line, managed internally by eGA staff. On September 5th 2010, NCC took its first call from the revamped best-in-class technical and operational platform. The new platform catered for multi-contact channels including telephone, interactive voice response (IVR), web chat, email and fax.
On November 28th 2012, the centre launched its latest contact channel, the Video Contact Centre, which aimed to widen NCC user-base by including auditory disabled members of the society. Through this channel, government services are made closer to this particular segment via sign-language interaction with the centre’s trained staff.