Your Smart Consultant - City Services Consultancy...

Your Smart Consultant Customer Service, Call Center Hub

Fleet Management, Project Management,

Managed Services

City Services Consultancy LLC Page 2

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


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.


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 7th

Middle East Government and Business

Organizations.


Figure 1 Best Recruitment Program

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”.

In addition, CSC received recognition award from RTA/PTA of being the “Best Vendor in

2011”.

Figure 2 Best Quality Assurance

Figure 3 Best Vendor in 2011


Furthermore, CSC received an award from EMAL for the “Best Service Provider for Central

Maintenance Services – Year 2011”.

“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

Figure 5 CMS-HS Contractor Employee of the Month Figure 4 Best Service Provider for CMS - Year

2011


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 20121

http://www.albayan.ae/economy/companies-businesses/2012-06-17-1.1670767

• Alkhaleej dated on 14 April 20122

http://www.alkhaleej.ae/portal/458eb53f-bd29-48a8-80fa-555314ef2392.aspx

Recognition of the Employees:

• Albayan dated on August 20113

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 20114

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


A few of appreciations from Dubai Taxi and RTA which acknowledges our competency and

effectiveness in the service industry are enclosed below:


2. CSC SERVICES AND PRODUCTS:

2.1. CUSTOMER SERVICE SOLUTIONS:

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

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:

Customer Service Solutions

Assemble Call Center

Hub

Helpdesk Management

Figure 7 Abu Dhabi Call Center


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 help-

desk 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


2.2. PROJECT MANAGEMENT SOLUTIONS:

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 technical-

economic 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

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.

Project Management Outsourcing

Professional Services

Managed Services

Figure 8 RTA GYM


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



Fleet Management Services

Public Transport

Management

Dispatch Services

Vehicle Tracking

System

2.3. FLEET MANAGEMENT SERVICES:

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.


Figure 4 Abra Figure 9 Abra


3. SHOWCASE

Figure 12 MECC 2011 Figure 13 GITEX 2011

Figure 14 CSC Staff Awarding 2012

Figure 10 MECC 2012 Figure 11 MIR 2012

Figure 15 MECC Award 2011


4. APPENDIX

4.1. APPENDIX A:

4.2. APPENDIX B:


4.3. APPENDIX C:

4.4. APPENDIX D:


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 : [email protected]

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

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