ABU DHABI, United Arab Emirates - Saturday, December 28th 2013 [ME NewsWire]
In its inaugural edition, the Customers’ Forum at the Ministry of Interior’s Naturalization, Residency and Ports Sector stressed the importance of the Customer Service Charter in providing outstanding services to both institutions and individuals. It also emphasized the charter’s role in upgrading the services’ standards so as to be easily accessible for all.
The Forum was organized by the General Directorate of Residency and Foreigners Affairs in Abu Dhabi at the Dusit Thani hotel. The participants tackled the services provided by the Sector to the public. It was attended by Brigadier Ghareeb Al Hosani, Director General of Ports and Airports; Brigadier Saeed Rakan Al Rashedi, Head of Naturalization Department at the Ministry of Interior; and a number of strategic partners.
Colonel Salim Ali Al Qattam Al Zaabi, Director General of Residency and Foreigners Affairs in Abu Dhabi noted that customer satisfaction is a strategic value and the ultimate goal of all initiatives and projects, given that customer satisfaction is the criteria for success and excellence. “When the higher leadership gave its instructions to make the Emirates one of the best countries in the world by 2021, we set our sights to achieve this ambitious vision at the Ministry of Interior’s level. We adopted excellence as an approach and means to achieve this end,” indicated Al Zaabi. He also underscored an abiding commitment to improve and develop performance of staff members, transform challenges into strengths, and increase customer satisfaction, so as to position the UAE as a hub of excellence in terms of government services delivery.
“We, at the Naturalization, Residency and Ports Sector exert every possible effort to be leaders in excellence. We have the will and determination to attain this stature and maintain it. Our customer service staff members within the Naturalization, Residency and Ports Sector work out of the firm belief that excellence is the fruit of the efforts they exert in the service of their country’s progress and development. They are always ready to meet the challenges with an unwavering determination to provide quality and excellent services to the public, with a view to attain the 7-star level in the provision of government services, as per the Emirates Government Excellence Program,” concluded Director General of Residency and Foreigners Affairs in Abu Dhabi.
Procedures
The numerous work papers submitted at the forum highlighted the services offered by the Naturalization Sector to members of the public. Dr. Ahmed Abdullah Al Nuseirat, Coordinator General of the Dubai Government Excellence Program, submitted a work paper underlining the concept of customer service and the means to meet their requirements. Al Nuseirat listed a comparison between the customer satisfaction index of Dubai, Canada and Singapore, and explained the concept of Mystery Shopper and the challenges facing public services.
Another work paper was submitted by Colonel Saeed Salem Al Shamesi, Head of Information and Follow-up Department at Directorate General of Residency and Foreigners Affairs in Abu Dhabi. Al Shamesi highlighted the various procedures for issuing investment licensing and work approvals, and the various services provided by the Directorate General of Residency and Foreigners Affairs to investors. The services include obtaining initial approval for commercial licenses; issuance of establishment cards; activating commercial licenses; amendment of a private establishment card; canceling the private establishment card; issuing an agent card for private sector; as well as absconding reports and lost passports’ statement reports..
On the same note, Lt. Colonel Matar Kharbash Al Saadi, Head of Electronics and Telecommunications Services Department, at the Directorate General of Naturalization, Residency and Ports tackled the smart applications and the Fawri express smart system, adopted by the Residency and Foreigners Affairs Departments. He also highlighted the main features of the system and the services it provides.
The Charter
Lieutenant Colonel Nasser Khadem Al Kaabi, Head of Customer Service Department at the Ministry of Interior indicated that the Customer Service Charter highlights Ministry of Interior’s commitment towards customers, the customers’ responsibilities towards the federal government staff, as well as the means of communication and interaction. “The Charter also casts light on the service quality standards that can be expected by customers, and establishes an open and transparent approach to be adopted by all parties,” added Lt. Colonel Al Kaabi.
The Head of Customer Service Department also noted that the Customer Service Charter aims to enhance the efficiency and effectiveness of service delivery at the Ministry of Interior. This can be achieved by acquainting staff members with the unified service standards and customers’ expectations, as well as providing a measurement tool to assess performance and follow-up based on customer service results. Another objective of the Charter is to enhance customer satisfaction by acquainting customers with the service standards they must expect from the Ministry of Interior, and their duties towards the Ministry to receive outstanding service that exceed their expectations. The Charter also calls for providing the necessary contact information and collecting the customers views and feedback.
Entry Permits
Lieutenant Colonel Mohammed Sultan Al Dhaheri, Deputy Director of Al Ain Residency and Foreigners’ Affairs Department tackled the entry and residence permits issuance procedures. “There are many ways and channels to apply for an entry permit and residence; either by phone, the Visa Office at the Ministry of Interior, the call center, applying in person or online through the ‘Fawri’ service, visiting the customer at his preferred place, and through Empost, the Emirates Post,” added Al Dhaheri.
Lieutenant Abdullah Hamad Al Dhaheri, Manager of the Personal Status Affairs Branch at the Directorate General of Naturalization submitted a work paper on the work and procedures pertaining to naturalization and passport. He explained the difference between the old edition of the passport and the e-Passport. “The e-Passport differs from the ordinary passport for its high-quality security features. It includes an electronic chip containing the passport holder’s encrypted barometric data, with the automatic reading specification for data verification easily readable by all cutting-edge devices at all local and international border ports and airports. The new e-passport also prevents any fraud attempts and name duplications; and provides more personal data protection,” noted Lieutenant Al Dhaheri.
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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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