Minister of Transport
Ministry of Transport - Republic of Sudan
Total des années d'expérience :25 years, 4 Mois
- Formulating a short-term strategic plan (5 years) based on maximizing the benefits of our country from its geographical location as a gateway to the African continent by providing multimodal transit transport services to landlocked countries and enhancing its role in the movement of internal, regional and global trade through the following:
1. Implementing feasibility studies for the finding and operating logistics corridors and multimodal transit transport lines, such as:
a. The water motorway corridor starting from Egypt up to the Republic of Kongo (VIC-MED).
b. The multimodal corridor linking Port Sudan and the Republic of South Sudan.
c. The multimodal corridor linking Port Sudan and the Republic of Ethiopia on the one hand, and the Republics of Chad and Central Africa on the other hand.
2. Raising the efficiency of current Sudanese seaports and develop an executive program to put the old ports into operation and establish new ports to benefit from the length of the Sudanese coast and utilize them for the development of the local communities.
3. Formulating executive programs serving the blue economy projects in the Sudanese coastal cities in cooperation with the IGAD organization and starting to implement them.
4. Improving the international land transport system for passengers and goods with neighboring countries (Egypt / South Sudan / Ethiopia) by improving the performance of land border crossing posts.
5. Completing technical and economic feasibility studies to restarting the suspended railway lines.
6. Signing a contract for financing, constructing and operating a standard-gauge continental railway line with a length of 2, 467 km between Sudan and Chad, funded by the Qatari Arabian Gulf company.
7. Completing technical and economic studies for a standard gauge Railway Line connecting Sudan to Ethiopia, funded by the African Development Bank.
8. Completing the arrangement to begin technical and economic studies for the construction of a railway line of standard width to connect Sudan and Egypt, funded by the Kuwait Development bank.
- ٌRedraft the memorandum of projects which were presented to the international community in the name of the Ministry of Transport at the Paris Club in August 2021, and presenting it again to the international community and donors.
- Formulating development programs for local communities in eastern Sudan within the framework of the Ministry of Transport, which contributed to creating job opportunities for 3, 000 young men and women in various specializations.
- Reviewing and updating the organizational structure of the Ministry of Transport, adding a number of specialized departments such as engineering and technical departments, follow-up and coordination departments,
- Creating a unified legal department that supervises the work of the legal departments in the units affiliated with the Ministry.
- Developing systems and procedural sequences to tighten executive processes to achieve integrated communication between the ministry’s nine units.
- Raising the volume of financial revenues of the Ministry of Transport (all units of the Ministry) by a total rate estimated at more than (300%) during the years (2021 - 2022 ) and achieving an increase in the size of the transportation sectors’ contribution to maximizing the local national product.
- Signing 2 agreements and 3 memorandums of understanding with deferent entities, in order to enhance the transportation sectors in Sudan.
- Draft bilateral agreement between the Republic of Sudan and the State of Qatar for cooperation in the fields of maritime, air and railway transport.
- Draft an amendment of the bilateral agreement between the Republic of Sudan and the People’s Democratic Republic of Ethiopia in the areas of maritime and railway transport.
- Launching a number of national projects under the public sector partnership system in various recognized partnership formats, boarder posts projects, Railway project, Free-Zoon project, and Maritime projects.
- Representing the Government of Sudan in my capacity as Undersecretary of the Ministry of Transport and a specialized expert in the following bilateral committees:
1. Sudanese-Russian Bilateral Committee.
2. The Sudanese-Saudi Bilateral Committee.
3. Sudanese-Qatari Bilateral Committee.
- Preparing and publish a scientific paper on the role of transportation in the national macroeconomy.
- Chairmanship of the Board of Directors of Four government institutions and membership of the boards of directors of some other institutions outside the scope of the Ministry of Transport.
1. Land Boarder’s Posts:
• Determine the locations of the land border crossings ports in cooperation with the competent authorities.
• Establishing general policies for operating and managing land border crossings.
• Build organizational structures for the required workforce along with the necessary job description.
• General supervision for operations of the land borders’ ports.
2. Domestic Transportation ports - intercity :
• Determine the location of the ports in all states within the republic of Sudan.
• Establishing general policies for operating and managing land ports.
• Build organizational structures for the required workforce along with the necessary job description.
• Communicate & coordinate with the National Chambers of Passenger / Goods Voyages.
• Supervising the application of quality and safety standards in travel vehicles for both passengers/goods.
• Granting licenses and work permits for vehicles to work in transporting passengers and goods.
• Authenticate license for intercity transport operators annually.
3. International Representation:
• Representing the Republic of Sudan in international and regional gatherings related to land transportation such as LEAGUE OF ARAB STATES, COMESA, and IGAD.
• Drafting MoU’s, Agreements & Protocols related to land transport with the international and regional levels.
• Supervising the implementation of articles of signed agreements & protocols.
• Responsible for smoothing Land Transit cargo movements via executing operational plans and determination of processes and procedures
4. Reports & Strategic planning:
• Preparing the strategic plan for the Land Transport Authority.
• Participate in preparing the ministry's strategic plan.
• Preparing periodic reports for the Land Transport Authority
1. Fleet Management:
• Supervising all operational systems and daily work flow.
• Distributing the working fleet on all work axes according to the volume demand guidelines.
• Supervising manpower management systems including drivers according to the expected workload.
• Overseeing the maintenance management system, risk management system and other related systems
2. Transportation Management:
• Determine public transport routes and the number of vehicles operating in each of them.
• Calculate the value of the tariff used for each trip according to the specified route.
• Measuring the volume of demand for the public transport sector, user segments and their gathering sites
• Building the operational plan and general maintenance plans for the fleet and public transportation services, and updating them monthly.
3. General administration & management tasks:
• Leading and directing operational team and distributing tasks and responsibilities to them.
• Conducting necessary coaching sessions to implement required treatments to the work flow
• Establishing special policies and procedures required for the conduct of work in the department
• Creating an employee procedures manual and a driver’s procedure manual.
• Building a system to manage fuel purchasing, distribution & consumption control.
• All other office and administrative work.
o Negotiate on behalf of the Minister with the foreign enterprises & international corporations.
o Handling all issues related to foreign companies and corporations whom working with the ministry of Water & Infrastructures (the partners).
o Reception the delegations of the foreign corporations & investors, and convey the vision of the ministry about the foreign investments.
o Represent the Minister in meeting with the foreign corporation & enterprises whether locally or overseas.
o Responsible for coordination’s between the Governor office & the Minister.
o Coordinate between Ministry of Water & Infrastructures and other Ministries in Government of KRT Stat, other Governmental organizations.
o Represent the Ministry in the board of “Investment Encourage Commission”.
o Design and draft the process of the administrative work in the Minister’s Executive Office.
o Follow up with all Authorities belong to the Ministry of Water & Infrastructures (Road & Bridge Authority - Khartoum Stat Water Corporation - Sewage Authority)
o Represent the Ministry when it’s needed with other partners & co-partners and involved Authorities.
o Handling the public relation issues with other associations, organizations, and corporations. (Government & Non Government) and negotiate on behalf of the Minister when it’s required.
o Discuss & Prepare the Memorandums of understanding and related protocols with the foreign companies & corporations and present it to the Minister & the Governor.
o Create, establish & direct Department of Customer/citizens Care (a prestigious Call Center) belong to the Ministry, with capacity of 10, 000 calls per day and manpower of 120 staff (Toll free No. 3131).
o Create and direct Department of customer/citizens relation (help desks face-to-face / citizens complaints & suggestions
Managing, controlling and handling responsibility of the contact centre team (520 Agent, 24 Supervisor & 4 Team Leaders)
Set and agree sales and customer retention targets with the Contact center staff
Contribute to the development of Contact Centre Business Plans
Liaise closely with internal customers/colleagues to ensure that Marketing Campaigns are planned to minimize the risk of de-stabilization to the business.
Be fully accountable for the Zain Contact Centre operational budget - its control, management, monitoring and reporting on variances
Ensure that the Contact Centre annual operational plan accurately reflects customer priorities and goals and that these are regularly reviewed and up-dated.
Managing the Work Force Management team within the Contact Center, and set the forecasting plans (Manpower & headcount Vs Expected Calls) biweekly based on the analysis of the historical data.
Ensure a planned set of activities that balances staff workload to achieve the business targets.
Manage recognition and rewards programs linked to customer satisfaction measures
Monitor and liaise with marketing on the campaigns that are being planned for launch or service through the Contact centre and customer care dept and undertake any necessary corrective actions by closely monitoring and managing changes, issues, risks and dependencies.
Establish and maintain Contact Centre standards for customer service SLA.
Establish new skill groups within the contact center (Outbound & Tele-Marketing, Data & SIM Swap)
Reviewing company’s targets quarterly in association with Marketing team and re adjust/set the operational plans according to the results.
Design & set the Contact centre Quality standards in align with international standards based on global COPC factors and Six Sigma standards.
Cascade the strategic plans into facts and translate them in clear business objectives that can be communicated and understood by the Contact centre staff.
Achieve superior quality in all of our customer care initiatives by defining standards, establishing processes, taking timely and appropriate actions and measuring the results
Monitor, coach, and provide feedback to Call Center staff for the purpose of their own development as well as enabling them to enhance the performance of their teams.
Maintain and enhance the department’s quality standards among the CC teams.
Create operating processes with the appropriate measures and monitors to ensure accurate reporting and continuous improvement
Standardize the QA evaluation scores across all monitoring segments.
oMeasuring CC Individual’s performance through quality monitoring tools such as (witness application, QM viewer) which facilitate remote call monitoring and providing feedback sessions accordingly.
Applying the Sex Sigma Methodology/Technique to Define, Measure, Analyze, Improve and Control the Quality Level all over the CC.
Determine the correct sample size for a specific study/Evaluation per Segment/Roll, and customize limitations of different data types on the sample size.
Cascading the monitoring results to the FO management in order to help them evaluate and ameliorate behaviors necessary for a successful customer interaction.
Using both Monitoring/Coaching & Coaching/Counseling through side by side coaching session for improving individual performance.
Compare the external measures of performance with the internal measures of performance, to determine if CC is using resources to meet customer’s demands, and design coaching sessions accordingly.
Listening, ascertaining and recommending training for each individual team member 1:1.
Handle & fulfill the Management’s requirements (provide analyzed historical data & Information)
Measuring the forecasted KPI’s for the call center.
Build & maintain the Data W. House, to store all the historical data & Information.
Provide all type of Reports that covers the entire Customer Care Department
o Keep and improve technical awareness of (GSM, 3G, fixed, TV, wireless services, ect) industry, and Call Center technology, to be able to advise subordinates when needed.
o Create and develop action plans that ensure the precision of the team performance in order to match the line manager requirements.
o Providing team members with the necessary tools and requirements such as system usernames & ID's.
o Managing the team’s rosterning and sourcing alternative measures for any conflicts.
o Organizing the team annual leaves and sick leaves.
o Liaising Work Force Management regarding my team member related issues - providing updates and resolved issues.
o Ensuring the team is updated on the latest issues related to Call Centre and du, the business.
o Prioritizing required tasks, daily duties, Management expectations.
o Meeting deadlines and priorities.
o Mentoring and being a Role Model for all Call Centre Agents
o Maintain team's adherence, performance and productivity.
o Evaluate the calls quality through the call monitoring procedures.
o Provide the required coaching for all team members individually & collectively.
o Report the evolution's result to the line manager with recommendations.
o Support the floor and help agents to solve the critical issues - escalating when necessary.
o Handling the escalated issues such as complaints and angry customers.
o Ensuring all information from the line manager and the contact center management is cascaded to the Call Centre agents.
o Handling the daily/weekly/monthly administration work such as taking attendance, liaising all information/issues to the concern departments and following up.
o Reporting the System/Computer/Network/Wireless related issues to the IT Service Desk.
o Fulfill the Line Manager's requests and expectations & handling the management's requirements.
o Support the Existing Business division whenever they need arises.
o As Reservation & distribution Section has fleet of 500 Vehicles “Taxis”, I was responsible of the following Units within the section:
I. Key Room Unit: (team of 5 employees in this unit)
A. Assigned drivers to vehicles.
B. Determine Oil Change & maintenance schedule for each vehicle in association with the workshop department.
C. Distribute & collect car keys to\from drivers.
D. Controlling & monitoring Drivers working hours & shifts (2 drivers in each vehicle)
E. Driver’s performance daily report (No. of Trips, Revenue, Speed used during the day & distance, Traffic tickets, complaints against driver And Accidents)
F. Revenue Daily Report:
Revenue per Shift.
Revenue Per vehicle.
Revenue per driver.
Revenue generated per day compared with the running coast (Distance made, Fuel, etc).
II. Call Center Unit: (team of 40 employee in this unit)
A. Handling customer’s calls/request/complaints
B. Guide teams to enter customer’s orders into the system to be redirect to dispatching unit for execution.
III. Dispatching Unit: (team of 15 employee in this unit)
A. Assigned vehicles\drivers to their ranks within the city (working areas)
B. Direct drivers through radio communications to their customers/distracts/etc.
C. Distribute Jobs to drivers and direct them to their address.
Managerial Tasks & Duties:
o Forecasting the needs of the Reservation & Distribution section either staff or equipments.
o Staff\employees evaluation.
o Utilize with the system provider (Raywood Communication Co.) to implement new programs, software, maps, and integrate Map through GPS with desired Ranks/distracts/ main locations.
o Managing & designing the fleet dispatching plans according to vehicles monthly cost and other expenses calculation.
o Checking Supervisor's reports before presenting them to the Head of Section & Operation Director.
o Checking Accuracy of all entered jobs.
o Make sure taxi booking to be dispatch within limit range time
o Follow up pending jobs.
o Coordinating with dispatch operators.
o Informing Customers of taxi arriving time.
o Follow up Customers queries.
o Ensure efficient service to customers.
o Create, modify, and delete templates of customer’s addresses.
o Solving drivers problems & assist them on line.
o Check all Problems & Report it to Head of Section.
o Answering Hot Line calls from (managers, police operation Etc.) and follow up there quires.
o Follow up Lost & Found & complaint Reports.
o Follow up with quality control officers in case of arranging big number of taxis to exhibitions, Dubai festival, and other special Functions.
o Distributing calls coming on main operator after 14:30 (official Duty Time).
o Preparing the monthly statistics analysis report.
o Preparing the reservation Section’s monthly report, including the operational statistics & information of the month.
o Answering incoming calls with the required speed.
o Entered customer’s address to the system and make the taxi bookings for them.
o Providing customers with required information that they ask for.
o Transfer customer enquiries to concerning Dep.
o Talk to Drivers through the (Dispatching system) and guide them to their orders.
o Answer Drivers queries through (Dispatching system) and help them on line.