Called for additional efforts in customer service
Abu Dhabi, United Arab Emirates - Wednesday, March 25th 2015 [ME NewsWire]
Lt. General HH Sheikh Saif bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Interior, officially inaugurated the service delivery follow-up system (Q-System) at the Ministry of Interior. The new system, which includes a central operations room to electronically keep track of customer service centers and staff members’ performance, is a first-of-its-kind in the world in the field of customer service, and is a valuable tool to oversee the provision of services across the various customer service centers.
His Highness toured the Vehicles and Drivers Licensing Department and the ICT Department, where he inaugurated the Operations Room, which is in charge of monitoring the key technical systems used at the Ministry of Interior. Sheikh Saif was accompanied in his tour by Lt. General Saif Abdullah Al Sha’far, Undersecretary at the Ministry of Interior; Major General Dr. Nasser Lakhrebani Al Nuaimi, Secretary General of the Office of HH Deputy Prime Minister and Minister of Interior; Major General Ahmed Nasser Al Raisi, Director General of Central Operations at Abu Dhabi Police; Brigadier Ali Khalfan Al Dhaheri, Director General of the Headquarters Affairs at Abu Dhabi Police; and Brigadier General Dr. Rashid Sultan Al Khodr, Vice Chairman of the Legal Council at the Ministry of Interior.
His Highness Sheikh Saif bin Zayed Al Nahyan invited the ministry’s staff members to exert additional efforts in the service of community members; to endeavor to improve the quality of services and to preserve excellence; stressing that “such practices would significantly contribute to upgrading police and security work to the highest levels,” he said.
Colonel Nasser Khadem Al Ka’bi, Head of the Customer Service Department, gave Sheikh Saif a detailed overview of the service delivery follow-up system project, which keeps track of customer visits and supervises the productivity and performance of customer service staff members. He said: “The system aims at achieving full customer satisfaction by regulating the flow of customers at service centers, to make sure they receive the required services promptly. It also allows performance measurement to ensure that customer service waiting time is no longer than 10 minutes, and that the average service processing time is less than five minutes, based on the number of customers served.”
The system is capable of determining the best customer service staff members at these centers, and rating the best service centers with respect to performance, and demand for services. It is also designed to send out smart alerts to the Ministry of Interior, highlighting the need to establish new service centers or to upgrade the capabilities of the existing centers. It is worth mentioning that the service delivery criteria were established according to the best international standards, and embody the UAE Government 2021 Vision.
Colonel Al Kaabi said that the project is in response to the directives of His Highness the Deputy Prime Minister, Minister of Interior, and was implemented as a first phase at 44 service centers at the Naturalization, Residency, Traffic, Licensing and Civil Defense sectors at the Ministry of Interior, and at the Comprehensive Police Stations Department at Abu Dhabi Police General Headquarters.
Adding further, he stressed that the project brings added value to the Ministry of Interior by developing best practices that regulate the flow of customers to service centers and improving customer experience during their face-to-face interaction with service providers. “The system allows customers to directly provide feedback to the ministry with respect to the received services and service providers’ performance via a set of devices that are linked to the system. This would ultimately contribute to improving the work system and achieving the coveted objectives,” he concluded. His Highness urged the people in charge of implementing the Q–System to continuously upgrade the system by introducing the best techniques and improvements, and to implement it across all customer service centers and border ports at the countrywide level. His Highness also inspected the modern facilities at the revamped Vehicles and Drivers Licensing and ICT Departments. These facilities, which meet all of the architectural, engineering and comprehensive quality requirements, will contribute to achieving the strategic objectives of police work and providing distinguished services to the public. Furthermore, His Highness reviewed the renovations undertaken at the visited departments’ sections and the operational framework for delivering excellent police services, in pursuance of the Abu Dhabi Police’s strategy, aimed at improving the quality of services and achieving customer satisfaction.
During his tour on the Licensing Department, Brigadier Mohammed Khamis Al Khaili and Brigadier Mohamed Mayouf Al Ketbi, Head of Vehicles and Drivers Licensing Department, briefed His Highness on the workflow at the different sections of the department, which implement the best standards in the provision of services, consistent with the work system’s developments.
His Highness also exchanged talks with a number of customers regarding the quality of services, their satisfaction level and the speedy processing of their transactions.
His Highness also toured the customer service control center at the ICT Department, which responds technical assistance reports from the Abu Dhabi Police GHQ. His Highness was briefed by Colonel Mohammad Abdullah Al Zaabi, Deputy Head of ICT Department on the valuable role undertaken by the customer service control center in promptly responding and handling assistance reports by directing them to the competent entity. His Highness also reviewed the technical malfunctions surveillance control room, equipped with the latest technologies.
His Highness also viewed the unmanned drone invented and developed by an Emirati staff member from the ICT Department, which can be used in traffic control.
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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.
The UAE Minister of Interior's General Secretariat, Tactical Affairs and Security Media Department
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