As Per the International Rating System for Services
ABU DHABI, United Arab Emirates - Tuesday, February 2nd 2016 [ME NewsWire]
Lt. General HH Sheikh Saif bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Interior unveiled on Tuesday the rating plaque at the MoI’s Vehicles and Drivers Licensing Department’s customer service center, which received a 5-star rating according to the accredited Star Rating System for government service centers.
His Highness Sheikh Saif urged the Customer Service Department at the ministry to accelerate progress towards achieving the Government's vision, to increase customer satisfaction and usage rate of smart services to 80 per cent by 2018, according to the deadline set by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai.
His Highness toured the Customer Service Center at the Vehicles and Drivers Licensing Department. He called upon staff members to streamline customers’ transactions as quickly and efficiently as possible, and achieve customer satisfaction beyond expectations. This approach is in response to the directives of the Ministry of Interior and the UAE Government in this regard; and supports their efforts to achieve the UAE Vision2021, and complete the full transition to smart government.
Sheikh Saif was briefed by staff members about the mechanism for transactions completion and service delivery, and inquired about their satisfaction with the level of services. His Highness also listened to a presentation by Brigadier Mohamed Mayouf Al Ketbi, Head of Vehicles and Drivers Licensing Department in Abu Dhabi, about the services provided by the center, which ensures prompt delivery of transactions quickly, and saves customers’ time and effort.
The Customer Service Center at the Vehicles and Drivers Licensing Department provides a set of government services for customers, and has completed a total of 383,528 transactions over the past year through simple and easy steps. This approach has increased customer satisfaction with the services that are provided via various channels, according to the Ministry of Interior's strategy, and falls in line with the UAE Government’s vision to streamline the provision of services to the public.
This milestone is the result of the leadership’s support and motivation towards developing customer services. This falls in line with the Customer Service Centers’ Classification Project, which was launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, and Ruler of Dubai in 2011, aimed at achieving a quantum leap in upgrading government services efficiency on par with international levels.
The plaque unveiling ceremony was attended by Major General Dr. Nasser Lakhrebani Al Nuaimi, Secretary General of the Office of HH Deputy Prime Minister and Minister of Interior; Major General Mohammed bin Al Awadhi Al Menhali, Assistant Undersecretary of Resources and Support Services; Major General Ahmed Nasser Al Raisi, Inspector General of the Ministry of Interior; Brigadier Ghaith Hassan Al Zaabi, Director General, Traffic Coordination Directorate General; and Colonel Mubarak Awadh Mubarak bin Muhairom Al Ameri, Director General of Community Protection and Crime Prevention at the Ministry of Interior.
Brigadier Eng. Hussein Ahmed Al Harithi, Director General of Central Operations at Abu Dhabi Police, emphasized that the landmark achievement made by the Vehicles and Drivers Licensing Department by receiving a five-star rating according to the accredited Star Rating System demonstrates the “excellence” in the delivery of superior services and comfort to customers. He said: “This achievement has been possible thanks to the unrelenting support provided to the various police sectors by Lt. General HH Sheikh Saif bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Interior, who has been keen to provide all of the incentives required to develop the services provided by the ministry to the public. This falls in line with the government’s vision to make the UAE the safest and most developed country in the world.”
Adding further, Brigadier Al Harithi noted that the process to improve and develop the levels of customer service at the Abu Dhabi Police’s Vehicles and Drivers Licensing Department was achieved according to the best international standards in this field. Moreover, he expressed his heartfelt appreciation for the efforts exerted by the department’s staff members, so as to accomplish this prestigious achievement, which constitutes a significant addition to Abu Dhabi Police’s record of distinguished services. He also urged staff members to maintain these gains, and continue to provide the best services to customers.
Brigadier Al Harithi underscored the importance of the Customer Service Center Classification Project in supporting the UAE chances of becoming one of the leading exporting countries of international best practices in terms of government services provision. He said: “The Ministry of Interior is the key provider of government services, so as to allow customers to avail easily of these services.”
For his part, Brigadier Mohamed Mayouf Al Ketbi, Head of Vehicles and Drivers Licensing Department at Abu Dhabi Police, emphasized that the Customer Service Center at the department managed to achieve a 5-star rating due to its commitment to implement best practices in the provision of services to customers, in line with the UAE Vision 2021.
Brigadier Al Ketbi attributed this achievement to the outstanding spirit of teamwork. He said: “The evaluation process was done via a systematic and comprehensive approach, which echoes the vision of the Emirates Distinguished Government Services Program: ‘Providing excellent seven-star rating government services’ that include all levels of provided service, in accordance with several criteria, leading up to this 5-star rating.” The Head of Vehicles and Drivers Licensing Department stressed the keenness of the ministry to pursue its quest towards making the best accomplishments in terms of developing and delivering services to provide added value for customers, and increase their satisfaction with the services.
Colonel Nasser Khadem Al Ka’bi, Head of the Customer Service Department, Head of the Customer Services Center Rating Team at the Ministry of Interior, stressed the importance of the International Stars Rating System, which aims to achieve a quantum leap in upgrading government services efficiency across all the Ministries and governmental entities in the UAE.
Colonel Al Ka’bi highlighted the comprehensive operational framework of the Star Rating System and the particular assessment process for customer service centers through eight pillars, which cover administrative and technical operations carried out by the centers to upgrade government services’ efficiency and achieve the UAE Vision 2021.
It is worth mentioning that the UAE is the first country in the world to adopt this star rating system for customer service centers, which was launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, to reinvent an innovative concept and a comprehensive framework for government services’ delivery, with the aim of upgrading these services’ efficiency, on par with the standards applied in banks, hotels and aviation companies. This would provide an outstanding customer experience via the different service delivery channels and platforms, as a part of the government’s efforts to achieve a distinguished model for future governments, commensurate with the objectives set forth in the UAE Vision 2021.
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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)-50-666-4891
E-mail: cron.media@hotmail.com
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