Striving to Achieve Ultimate Customer Satisfaction

ABU DHABI, United Arab Emirates - Saturday, April 5th 2014 [ME NewsWire]
The MoI has announced that four of its customer service centers have obtained a 4-Star Rating, as part of the Customer Service Centers Classification Project, according to the Stars Rating System. The centers are: the Customer Service Center at the Residency and Foreigners' Affairs Department in Al Ain; the Customer Service Center at the Traffic and Licensing Services Department in Umm Al Quwain; the Customer Service Center at the Residency and Foreigners Affairs Department in Ajman; and the Customer Service Center at the Civil Defense Station in Al Qusais, Dubait.
The Customer Service Centers Classification Project, launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE vice President, Prime Minister, and Ruler of Dubai in 2011, aims to achieve a quantum leap in upgrading government services efficiency, on par with  international standards.
Exporting Best Practices
Commenting on the issue, Major General Nasser Lakhrebani Al Nuaimi, Secretary General of the Office of HH Deputy Prime Minister and Minister of Interior said that the achievement made by these centers have been attained thanks to incentives provided by the police leadership, with a view to develop and enhance the various services offered by the Ministry of Interior to the public. This falls in line with the UAE's national agenda for the next seven years, which aims to make the UAE the safest place in the world, in addition to achieving a four-minute response time for all emergency calls. .
Major General Al Nuaimi added that the Customer Service Centers Classification Project increases the UAE’s chances of becoming one of the leading exporting countries of international best practices, in terms of government services provision., “The Ministry of Interior is the key provider of government services, and is always keen to enhance the quality of these services, as per international best standards in order to increase customers satisfaction,” he said.
Major General Al Nuaimi emphasized that the Ministry of Interior is implementing internationally approved standards in service delivery, and is utilizing all means that contribute to the processes of development, improvement and to increase staff members’ skills and performance. This would help position the various service centers at the ministry in an advanced position in the Customer Service Centers Classification Project.
Supporting the Government's efforts
Lieutenant Colonel Nasser Khadem Al Kaabi, Head of the Customer Service Department at the Strategy and Performance Development General Directorate, said that the ministry's participation in the Customer Service Centers Classification Project reflects Abu Dhabi Police General Headquarters' keenness to supporting the efforts, programs and development projects launched by the federal government, in the field of services development and customer service.
Head of the Customer Service Department added that the ministry has established an integrated plan to qualify its various customer service centers and staff members according to the standards of the Emirates Distinguished Government Services Program, and to implement a number of tools and programs to develop services. These include the self-evaluation of servicing centers, which yielded a number of improvement opportunities based on the classification criteria. Moreover, customer service centers’ employees were trained according to service quality guidebook and international standards of excellence in customer service.
Customer Service Charter
Lieutenant Al Kaabi added that the MoI has applied the Customer Service Charter at its centers. “The Customer Service Department handles the follow-up and implementation of the Charter, as well as assessment of the services quality and customers' satisfaction. This approach allows the ministry to identify areas of strength and improvement opportunities where needed, and implement them in collaboration with the sectors, based on certified mechanism, in addition to implementing initiatives and development projects in electronic and smart services, in order to improve them.
Lieutenant Colonel Al Kaabi added that the MoI will be participating this year with 21 customer service centers in the Customer Service Centers Classification Project. Additionally, work is underway to follow up on the rehabilitation process of the centers and their staff, and developing the electronic systems that support the services and customer service development systems, through the Customer Service Department and the services development team at the MoI, the various sectors and service centers.
Enhancing the MoI Services
Commenting on the above, directors of the service centers that recently obtained the 4-Star Rating lauded the achievement, which improves the MoI services in general, and enables customers to easily benefit from these services. Brigadier Mohammed Abdullah Alwan, Director General for Residency and Foreigners Affairs in Ajman, explained: “To achieve this, a plan has been established and a team was formed to develop the services as per the distinguished services standards. Special services, such as the "Aounak" project, were also offered, to meet customers’ banking needs, instant photography, and library services, among others. The plan also includes spreading the distinguished services culture and the 7-Star Rating Project, in addition to providing customer service facilities that serve all society segments, especially people with special needs.
High Quality of Life
Colonel Khalifa Matar Balquba' Al Humairi, Director of the Residency and Foreigners' Affairs Department in Al Ain, said that the department has made this prestigious achievement for implementing a  comprehensive administrative approach in customer service. This falls in line with a strategy that includes the best advanced practices to strengthen efforts aimed at maintaining customers’ confidence, coordinate national efforts and improve the standards of government services offered by local and federal entities, with a view to achieve a high quality of life for all, according to the UAE Vision 2021.
Colonel Al Humairi added that the department has adopted  a comprehensive methodological assessment approach that echoes the vision of the Emirates Distinguished Government Services Program: Providing  7-star Rating government services based on several standards, mainly; the strategic linking, through awareness and commitment to develop government services’ quality; the ability to create change; and understanding the customer and his needs, using a database that ensures the best provision of services. He also emphasized the department’s commitment to ensuring high service efficiency by presenting the services within a full package to provide added value for customers, as well as adopting innovation in presenting the services with the best design and management to improve services quality.
Colonel Al Humairi noted that the center has implemented the Emirates Distinguished Government Services Program under the slogan (Empower to Succeed). He emphasized the department’s keenness to pursue diligent efforts towards excellence and sustainable development to attain the highest levels of customer satisfaction, and achieve excellence in the delivery of government services.
Quality Services
Colonel Khamis Salem Buharoon, Director of the Traffic and Licensing Services Department in Umm Al Quwain, stressed the department’s keenness to implement improvement opportunities proposed by residents. "By developing the services, we are looking forward to achieving better evaluation, which in turn, would help customers easily process their transactions in the coming years,” he said
Lt. Colonel Jamal Ahmed Ibrahim, Director of the Preventive Safety Department for Dubai Civil Defense, said that the Emirates Distinguished Government Services Program represents a platform towards developing services, in a way that meet customers’ needs and exceeds their expectations.  This approach is inspired by the hotel system Star-Rating, which aims to achieve customers' expectations of high-quality services, based on advanced international standards. It covers all aspects of customer service, with a view to earn the reputation of offering the finest services on the regional and international levels.
Lt. Colonel Ibrahim explained that the gradual stages of the Emirates Distinguished Government Services Program has encouraged the participating federal entities to spread this system  and promote its culture, as well as to highlight its added value that benefits all partners, when the related standards are implemented on the services offered to customers. He also praised the program which was established on short notice, whereas customer service delivery according to international standards is a newly implemented approach. Hence, the program is an important factor of the UAE’s success in maintaining the substantial development in all areas, and consolidating the UAE’s position as a leader in excellence and innovation worldwide.
Boxed Text
Achieving a Quantum Leap in Services Efficiency
Lieutenant Colonel Nasser Khadem Al Kaabi, Head of the Customer Service Department at the Strategy and Performance Development General Directorate at the Ministry of Interior, said that the Federal Government Customer Service Centers Classification Project  aims to achieve a quantum leap in terms of government services’ efficiency, with a view to upgrade the standards of these services, on par with international best standards, and achieving the highest levels of customer satisfaction with the provided services.
He reiterated the MoI’s commitment to improve its customer services to the highest levels, by making good use of the various development programs, initiatives, and projects launched by the Federal Government to provide high quality services that exceed customers' expectations.
In conclusion, Lieutenant Colonel Al Kaabi explained that the Emirates Distinguished Government Services Program is a world-leading program, which includes the Customer Service Centers Classification based on the Star Rating System, in order to enhance the standards of government services provision to compete with private sectors, namely; the aviation and hotel services companies. The program aims to develop the service standards, such as service delivery procedures, creativity in service delivery and customers' treatment, qualification of customer service staff, and use of modern technology to streamline the processes and procedures of government service provision.

Contacts
The UAE Minister of Interior's General Secretariat, Tactical Affairs and Security Media Department
Abu Dhabi Police GHQ - Security Media
Chris Cron +971-(0)-50-987-1317
E-mail: cron.media@hotmail.com
 
 
 
 
Permalink: http://me-newswire.net/news/10561/en