Gate into «Submitted»DecisionGoDate6 May 2026DraftComplete
Gate into «Initial review»DecisionGoDate15 June 2026SubmittedComplete
Gate into «Feasibility»DecisionGoDate26 July 2026Initial reviewComplete
Gate into «Evaluation»DecisionGoDate4 September 2026FeasibilityComplete
Gate into «Committee review»DecisionGoDate14 October 2026EvaluationComplete
Gate into «Approved»DecisionNot held yetNext gateCommittee reviewCurrent stageCurrent stage
Gate into «Prioritized»DecisionNot held yet7ApprovedNot started
Gate into «Converted to project»DecisionNot held yet8PrioritizedNot started
9Converted to projectNot started
The request as filed
What the requester wrote on the intake form
Problem
The unified contact centre takes 3,400 calls a day from contractors and project owners with 60 agents, and up to 22% of calls are lost at peak, especially before membership-renewal deadlines.
Current state
Average wait is 7 minutes, there is no chat or WhatsApp channel, and the system is not linked to the membership file in Muqawil.
Objective
Grow the centre into an omnichannel service (phone, chat, WhatsApp) with smart routing, and cut abandoned calls below 5%.
Expected scope
A cloud contact platform, 25 more seats, chat channels, and a link to Muqawil so the agent sees the membership and request status.
