Your Smart Consultant Customer Service, Call Center Hub Fleet Management, Project Management, Managed Services

Your Smart Consultant Customer Service, Call Center Hub Fleet Management, Project Management, Managed Services

TABLE OF CONTENTS 1. City Services Consultancy LLC (CSC)... 3 1.1. Our Company:... 3 1.2. Our Vision... 3 1.3. Our Mission... 3 1.4. Our Expertise:... 4 1.5. Achievements:... 4 2. CSC services and Products:... 9 2.1. CUSTOMER SERVICE SOLUTIONS:... 9 2.1.1. Assemble Call Center Hub... 9 2.1.2. Helpdesk Management... 10 2.2. PROJECT MANAGEMENT SOLUTIONS:... 11 2.2.1. Managed Services... 12 2.2.2. Outsourcing Services... 12 2.3. FLEET MANAGEMENT SERVICES:... 13 2.3.1. Vehicle Tracking System (VTS)... 13 3. Showcase... 14 4. Appendix... 15 4.1. Appendix A:... 15 4.2. Appendix B:... 15 4.3. Appendix C:... 16 4.4. Appendix D:... 16 5. Contact Details:... 17 6. Affiliated Companies... 17 City Services Consultancy LLC Page 2

1. CITY SERVICES CONSULTANCY LLC (CSC) 1.1. OUR COMPANY: City Services Consultancy L.L.C (CSC) is an ISO 9001:2008 certified consultancy firm that was founded in United Arab Emirates in the year 2006. CSC offers an effective software solution for Customer Services, Facilitate Call Center Hubs and also provides managed services. CSC is a geographical leader in providing customer contact management solutions and services in the business process outsourcing (BPO) arena. CSC provides an array of sophisticated customer contact management solutions, primarily in the communications, technology and transportation industries. CSC specializes in providing flexible, high quality customer support outsourcing solutions with an emphasis on inbound technical and customer support services. What sets us apart from others is not just the diversity of our skills and expertise, but the quality of employees we attract. CSC' people are real people - motivated, intelligent, resourceful, caring, and, most important, committed to quality service and pride in performance. We only aim to serve our clients with excellence and help businesses in order to reach their full potential. 1.2. OUR VISION Our prime vision is to strive to be the leading industry player in today s competitive and challenging market by providing world class quality standard in services for our client. 1.3. OUR MISSION To customize the response with end to end services to add value to business by implementing our innovative management solutions to optimize the clients services management processes and providing them with sustained cost reductions and enhancing our competitive strength s. City Services Consultancy LLC Page 3

1.4. OUR EXPERTISE: At CSC, we are dedicated to total customer satisfaction and believe that it can be made only with a specific quality focus and by finding out their needs and wants. All our employees are trained professionals in their related fields and prove to possess copious knowledge and experience that help them to excel in their work. As for technology infrastructure, we have an in-house development team who can design and develop tailored made software solutions as per clientele request for their business needs. We provide complete software implementation process, starting with software design and development, software quality assurance testing, up to further software upgrades and enhancements. We believe that listening and understanding our clients need is the key component for us to deliver excellent quality products and services. We are committed in meeting our clients quality expectation and actively adopt relevant quality standards in enhancing the business process. As a result we are able to provide excellent customer satisfaction to our major clientele, like Roads and Transport Authority (RTA), Department of Transport (DOT), ETISALAT, Ministry of Interior (MOI), Ministry of Labour (MOL), DU Telecommunications and Emirates Aluminum (EMAL). We play a major role across sectors of governmental and semi-governmental in succeeding to provide them with our services wherever and whenever they needed them. We focus on capturing synergies, balancing technology, services and cost-saving measures, and standardizing requirements across business units. Our objective is to help you build, align and achieve the standard goals of an organization. Also, we believe in working with a high level of professionalism and perfectionism. Our uniqueness is in our innovation and the will for continuous learning and improvement. 1.5. ACHIEVEMENTS: CSC was one of the first customer service outsourcing companies in the United Arab Emirates to receive ISO certification, earning ISO 9001:2008 in 2010. This certification proves to third-party assessors, as well as our customers, that we follow a set of internationally recognized quality standard procedures. This year (2013) CSC MOL (Ministry of Labour) Contact Center was presented Customer Care Excellence Awards at the 7 th Middle East Government and Business Organizations. City Services Consultancy LLC Page 4

Last year (2012) CSC bagged Best Recruitment Program Award in the Middle East Call Centre forum held in June 2012 and Best in Quality Assurance. Figure 1 Best Recruitment Program Figure 2 Best Quality Assurance In addition, CSC received recognition award from RTA/PTA of being the Best Vendor in 2011. Figure 3 Best Vendor in 2011 City Services Consultancy LLC Page 5

Furthermore, CSC received an award from EMAL for the Best Service Provider for Central Maintenance Services Year 2011. Figure 4 Best Service Provider for CMS - Year 2011 Figure 5 CMS-HS Contractor Employee of the Month Best Call Centre Technology Platform was awarded to CSC in the year 2011 which was a turning point for CSC s technology platform. Figure 6 Best Call Center Technology Platforms City Services Consultancy LLC Page 6

CSC is honored to have valuable appreciations from clients for different services. This definitely boosts our confidence and commitment to sustain the services with high standards. To underline more on CSC recognitions, please find the newspaper link below or refer to its corresponding appendixes: Recognition of the Company: Albayan dated on 17 June 2012 1 http://www.albayan.ae/economy/companies-businesses/2012-06-17-1.1670767 Alkhaleej dated on 14 April 2012 2 http://www.alkhaleej.ae/portal/458eb53f-bd29-48a8-80fa-555314ef2392.aspx Recognition of the Employees: Albayan dated on August 2011 3 http://www.alba To underline more on CSC recognitions, please find the newspaper link below:yan.ae/five-senses/occasions/2011-08-05-1.1482875 Elmarat Alyoum Dated on 2 August 2011 4 http://www.emaratalyoum.com/life/society/2011-08-02-1.413451 1 Refer to Appendix A 2 Refer to Appendix D 3 Refer to Appendix B 4 Refer to Appendix C City Services Consultancy LLC Page 7

A few of appreciations from Dubai Taxi and RTA which acknowledges our competency and effectiveness in the service industry are enclosed below: City Services Consultancy LLC Page 8

2. CSC SERVICES AND PRODUCTS: 2.1. CUSTOMER SERVICE SOLUTIONS: Customer Service Solutions Assemble Call Center Hub Helpdesk Management 2.1.1. ASSEMBLE CALL CENTER HUB We provide Managed services We provide project management consultancy for building call centers We have our own tailored software products for call center. We provide out-sourcing of employees regardless of its nationalities or locations Figure 7 Abu Dhabi Call Center We build a user-friendly application to properly managed, collate data information and boost performance of the services and client. The following are the software we use: Customer Relationship Management Module CSC (CRM): It moves your business from a product-centric focus to a customer-centric focus. CRM is an application coupled with cases, request, complaints information management and support methods that are used to retain and improve customer loyalty. Our client who uses this service: City Services Consultancy LLC Page 9

2.1.2. HELPDESK MANAGEMENT It offers everything you need to manage helpdesk tickets and service request in an intuitive and easy configure environment. It is a solution for all organizations looking for an easy way to improve their efficiency and streamline helpdesk and support operations. Great Features: 1. It can be used for any Administrative, IT support (ITIL) or Facility Management services. 2. Helpdesk Ticketing: It provides ticket classifications, tickets prioritization, tickets escalations, and tickets history using unique reference number/cases for all individual incoming calls. 3. Knowledge Base: It provides a web-base application portal for internal users to solve frequent or known issues for easy reference and support. 4. Automatic Email Notifications: It provides an automatic response via email to the customer for the status of reported request or issue. 5. Configurable Service Level Agreement: It provides real-time performance of helpdesk agents if cases/request has met its required support within the allotted time. 6. Multichannel Communication: Incoming helpdesk tickets sent via-email, web or phone support are kept in a single repository for a uniform processing. 7. Automatic Escalation: It sends a heads-up to the escalation department if tickets or cases where not met to its expectation. 8. Easy Application: System is a user-friendly. Advantages: 1. Improved Customer Service perception and satisfaction. 2. Improved teamwork and communications. 3. Improved usage of support resources and increased productivity of business personnel. 4. Service Level Agreement is always monitored. 5. Service Performance and target achievement are as well monitored. Our client who uses this service: RTA Administration and Facility Management Department City Services Consultancy LLC Page 10

2.2. PROJECT MANAGEMENT SOLUTIONS: Professional Services Managed Services Outsourcing Project Management This offers assisting Operational and Business Management. We follow Project Management Professional (PMP) framework, prince 2 methodology which encompasses planning, organizing and managing resources that leads a project to its objectives successfully within time and budget constraint. We also ensure quality control; quality assurance and quality improvement are met. We provide continuous quality improvements within a quality system. We then supply technicaleconomic modeling framework and modules used in feasibility and costing studies, price negotiation and other applications. The following are the services we offer under the management solutions: Develop a business case Undertake a Feasibility study Build a Project Charter Create a project plan, resource plan, quality plan, risk plan, acceptance plan, communications and procurement plan Contract Suppliers Setup the Project Office Perform Project Closure Review Project Completion Figure 8 RTA GYM Benefits of the Project Management Solutions is that we deliver projects faster, save clients time and effort, boost the quality of clients documentation and improve clients project success. City Services Consultancy LLC Page 11

2.2.1. MANAGED SERVICES Managed services are the practice of transferring day-to-day related management responsibility as a strategic method of improved effective and efficient operations. We follow the Service Level Agreement (SLAs) and Key Performance Indicator (KPIs) indicated by the client. 2.2.2. OUTSOURCING SERVICES We provide the contract resources you need to implement crucial projects, handle short-term assignments, or to fulfill long-term placements. Our outsourcing service frees the client from the challenges of sourcing, recruiting, training and retaining, allowing our client to focus on managing the business growth. We are flexible in replacing resources as per clients request Our client who uses this service: City Services Consultancy LLC Page 12

2.3. FLEET MANAGEMENT SERVICES: Fleet Management Services Public Transport Management Dispatch Services Vehicle Tracking System Fleet management is the management of a company's transportation fleet. Fleet management includes commercial motor vehicles such as cars, vans and truck. Fleet (vehicle) management can include a range of functions, such as vehicle financing, vehicle maintenance, vehicle telemetric (tracking and diagnostics), driver management, speed management, fuel management and health and safety management. Fleet Management is a function which allows companies which rely on transportation in their business to remove or minimize the risks associated with vehicle investment, improving efficiency, productivity and reducing their overall transportation and staff costs, providing 100% compliance with government legislation (duty of care) and many more. We provide taxi operation management, offer call center and dispatch management. The application used for this kind of services is called the Vehicle Tracking System. 2.3.1. VEHICLE TRACKING SYSTEM (VTS) The main objective of the VTS is to gain access to real time position information and relevant activity reporting. There are a lot of benefits of our robust vehicle tracking system. It dynamically add/remove unlimited locations, completely automate notifications (alerts & alarms), graphical and visual reports. Our client who uses this service: Figure 49 Abra City Services Consultancy LLC Page 13

3. SHOWCASE Figure 10 MECC 2012 Figure 11 MIR 2012 Figure 12 MECC 2011 Figure 13 GITEX 2011 Figure 14 CSC Staff Awarding 2012 Figure 15 MECC Award 2011 City Services Consultancy LLC Page 14

4. APPENDIX 4.1. APPENDIX A: 4.2. APPENDIX B: City Services Consultancy LLC Page 15

4.3. APPENDIX C: 4.4. APPENDIX D: City Services Consultancy LLC Page 16

5. CONTACT DETAILS: Registered Office : City Services Consultancy L.L.C. License No: 533418 Al Wasl Building Suite 201 Baniyas Street P.O Box 89035, Dubai UAE Telephone No : 00971 4 2277444 Fax : 00971 4 2273171 Email : info@cityservices.ae URL : www.cityservices.ae 6. AFFILIATED COMPANIES Light City A. Facility Management Services City Services (CS) A. Green Solution for the Environment B. Energy Saving City Services Outsourcing FZ L.L.C. (CSO) A. Outsourcing Services City Services Consultancy LLC Page 17