ABU DHABI, United Arab Emirates - Friday, July 5th 2013 [ME NewsWire]: The Ministry of Interior showed the Dubai Civil Defense's experience at the CustomerService Centers Classification Project to obtain a 7-star rating,which has been applied in 2012. The Ministry also tackled the Project impact in improving customer satisfaction.
For this end, Major General Rashid Thani Al Matrooshi, Acting Director General of Dubai Civil Defense met with a delegation from the Naturalization, Residency and Ports Sector, headed by Brigadier Mohammed Abdullah Alwan, Director General for Residency and Foreigners Affairs in Ajman. The delegation, which also includedColonel Salem Ali Al Qattam Al Zaabi, Director General of Residency and Foreigners Affairs Abu Dhabi, and a number of officers from the Naturalization, Residency and Ports Sector, was briefed by Major General Al Matrooshi on the experience.
The delegation toured the halls designated for customer service at the Dubai Civil Defense Directorate General, and reviewed the full process of services delivery provided to the customer from arrival until completion of the transactions.
Moreover, Major General Al Matrooshiexplained that the customer service hall was equipped with the necessary means to allow customers to accomplish their transactions easily, and in a record time of no more than 7 minutes. “The customer service center's reception desk greets customers and directs them to the required offices according to the service they seek. Customers can also provide their feedback through the electronic survey devices available at all service offices. The center is also equipped with the smart electronic complaints and proposals system in use at the Department, to receive customers' feedback; a key source of administrative development”, pointed out Al Matrooshi.
“We rely on ourcustomers' feedbackto assess our performance and overcome all obstacles that hamper the provision of an exceptional experience. For this end, we have launched the customers' hotline on (800997), to promote that concept and facilitate the flow of feedback, round the clock,” added Major General Al Matrooshi.
“This service is also provided to people with special needs, that vital segment of community, who is unable to come to the customer service centers. People with special needs can call the front desk officer to personally come to them to complete the transaction in the comfort of their cars, in the Centers' parking lots, according to easy measures taking into account the requirements of this category”, pointed out Al Matrooshi.
Moreover, Al Matrooshi shed light on the components and features of the Civil Defense's strategic plan in the State, which is based on six strategic components and trends, to implementthe best practices.
He also noted that the Dubai Civil Defense is committed to harnessing creativity to design development services and initiatives in the field of civil defense. He tackled the most important initiatives launched by the Directorate General, including the national awareness campaigns for households and industrial facilities; the Awareness Bus project; the Firefighter Salem character; the E-engineer initiative; the application of intelligent systems;the emergency procedure manual “Emirates Code book”, which is a local innovation and first-of-its-kind in the Arab World. Furthermore, Al Matrooshi pointed out that the idea of the model fire station was applied, based on the international-best practices in this area.
For his part, Brigadier Mohamed Abdullah Alwan expressed his thanks and appreciation to Major General Rashid Thani Al Matrooshi, for acquainting the delegation with the Directorate General's experience in the customer service centers classification project. He also stressed that the Naturalization, Residency and Ports Sector endeavors to leverage the best practices in customer experience, based on the concepts of partnership and complementarity between sectors of the Ministry of Interior to provide high quality services to customers. It is noteworthy that the Ministry's services account for 20% of Federal Government services, which requires all sectors to join hands to achieve the vision of the Ministry, to make the U.A.E one of the best countries in the world in terms of securityand safety.