Customer Satisfaction Stands at 97.4%
ABU DHABI, United Arab Emirates - Sunday, April 20th 2014 [ME NewsWire]

The Abu Dhabi Police Operations Room received 867,367 phone calls on the 999 emergency number in the emirate of Abu Dhabi during the first quarter of this year. Of these phone calls there was 234,761 tipoffs including 145,832 traffic tipoffs and 88,929 criminal tipoffs. This means an increase of 10% compared to the same period of 2013. The customer satisfaction rate stood at 97.4% due to the standards of excellence that are stated by procedures of the Detection, Monitoring and Analysis Guide in monitoring the performance sale of staff in the operations room.

Lt. Colonel Nasser Suleiman Al Maskari, Head of the Operations Department at the General Directorate of Central Operation in the Abu Dhabi Police GHQ stressed that the utmost keenness of the police leadership in developing and providing modern equipment and developed technologies has led to facilitating the police procedures and services in order to keep pace with the geographic expansion and the increase in security tasks and preserving the achievements of security and stability.

He explained that the policing tasks of the Operation Room reside in implementing the security response system through receiving phone calls on the emergency number; and dispatching patrols to accident locations, as well as managing other sectors in cases of crises and accidents by coordinating with the traffic patrols, ambulance, rescue, air wing department and community police. Other tasks include quick intervention, Saeed Patrols, Civil Defense, crime scene and others.

Lt. Colonel Mohsen Saleh Al Yafe'i, Deputy Head of the Operations Department said that the effective response system of the operations room helped in raising the performance level. This was realized through the quick answering of phone calls and the management of accidents and tipoffs, dispatching police forces, and holding a number of workshops and trainings under the group knowledge program plan of the operations room.

He called upon the public to not hesitate contacting the operations room when coming across any emergency or to ask for help. He referred to the text message service for the persons with special needs at number 5999 to report any accident, tipoff, or health conditions. He explained that a text message should include the type of report, its place, and the kind of injury. When the report is received through a special program which is equipped with a data base that includes all categories of persons with special needs who are registered with the Zayed Higher Organization for Humanitarian Care and Special Needs, the operations room then classifies the report according to its type whether it is criminal or traffic related. It then sends a patrol to the location of the incident and takes the necessary procedures.

For his part, Major Issa Abdullah Al Marzouqi, Strategic Planning Branch Manager at the Operations Department said that operating the excellence laboratory at the department formed a point of strength for the Operations Room, which helped in detecting and analyzing cases of deviation through practical repeated models by the staff (the radar 999 model, self-evaluation model, response system model, and quality improvement map model). He pointed out that the mentioned laboratory is an interactive administrative center which includes administrative equipment; and its staffs belong to strategic planning, as well as specialists in corporate excellence.

He explained that during the first quarter of this year, approximately 29 workshops and brain storming sessions were organized, with the participation of 244 employees. A total of 45 improvement opportunities were detected, 13 complaints were addressed, and the added value of nine creative suggestions was clarified. During the second quarter of this year, a meeting for strategic partnership with the operations rooms will be organized, as well as a day for excellence and creativity.

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The Arabic-language text of this announcement is the official, authoritative version. Translations are provided as an accommodation only, and should be cross-referenced with the Arabic-language text, which is the only version of the text intended to have legal effect.

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

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