The “Customer Services Center” or “Call Centre” is one of the main departments in the Department of Social Services in Sharjah. It can even be considered the “dynamo” of the department. All communications, regardless of their type, are received by this center and then classified into the appropriate channels, 24 hours a day. The hour number is 800700. Sakina Hassan, Director of the Department’s Customer Services Center, indicates that the center received 40981 calls during the first half of this year. She stated that the center receives customer requests from all members of society for reports, services, inquiries, observations, complaints and suggestions, and then they are transferred to the relevant department affiliated with the department, and one of its tasks is to receive the department’s response and inform the applicant of it. The Customer Service Center aims to support customers when submitting their requests, obtaining the service or information and data they need, responding to their inquiries, and receiving comments and complaints related to the department. It also supports applicants applying for social assistance and communicating with the case manager. It is worth noting that all transactions are carried out electronically, as a request to receive papers and documents is submitted by sending a link to the customer via an SMS text message on his mobile phone in order to complete his transaction or inquiries. Customers’ inquiries are also answered and they are connected to the competent authority in the department to receive and archive the required customer papers. Update their data electronically. In addition to dealing with complaints and suggestions received by the department. The center is divided into 3 sections: telephone services on the number 800700, where the customer is answered by the service options and is divided into protection reports, social assistance, home care for the elderly and people with disabilities, consultations, Sharjah Volunteer Center services, complaints and suggestions, and finally speaking with the switchboard. . The second division is the customer satisfaction division, which includes two programs. The first is customer feedback, which includes evaluating services by choosing very good, very bad, good, and bad. The second program is the customer portal, where inquiries, complaints, and customer comments are received and transferred to the relevant department, which answers the customer’s required inquiries and also thanks them. The third division is the reception division, which is connected to the express vehicle service, and during which bank transactions related to social assistance are cleared, in addition to the exchange.