ABU DHABI, United Arab Emirates - Friday, July 5th 2013 [ME NewsWire]
The
Ministry of Interior showed the Dubai Civil Defense’s experience at the
Customer Service 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 included Colonel 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 Matrooshi explained 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 our customers’ feedback to 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 implement the 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 security and safety.
For more information about:
The Ministry of Interior, please click HERE
Abu Dhabi Police, please click HERE
Follow us and check our Social Media feeds on: YouTube, Facebook and Twitter
Photo Captions:
Photo: The Naturalization and Residency Delegation Visiting the Dubai Civil Defense
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)-50-908-5946
E-mail: cron.media@hotmail.com
Permalink: http://me-newswire.net/news/7873/en
No comments:
Post a Comment