Emirates Post Group adopts global best practices to raise happiness index

‘Happiness of the community’ initiative

Dubai, February 15, 2016: Emirates Post Group has adopted global best practices in the delivery of services to customers, in response to the UAE leadership’s directives to boost the happiness of the community while using public services.

The measures are in response to the magnificent government initiative launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President and Prime Minister and Ruler of Dubai, to increase "the happiness of customers" through digital revolution and smart services.

Chief Commercial Officer of Emirates Post Group, Mr. Ibrahim Bin Karam, cited the example of Emirates Post Group providing multiple options for renewing individual and corporate P.O. Boxes, either at the 118 post offices across the country as well as through online channels.  More than 41,000 subscribers renewed their P.O. Boxes through the website and mobile application (www.epg.gov.ae).

Speaking about customer service and feedback mechanism, Bin Karam said the EPG Call Centre would soon be upgraded, with more user-friendly IVR options, as EPG continues its efforts to raise customer satisfaction and boost customer interaction. The EPG Call Centre won the ‘EMS Call Centre of the Year’ award in 2015 from the Universal Postal Union (UPU) for excellence in answering EMS-related queries.

“The EPG Call Centre is the main contact point for customers and average waiting time is just 1 minute,” said Mr. Bin Karam. “We have stringent quality control to ensure that all calls are attended to quickly and efficiently. We have been consistently raising the bar on the services offered by our call centre, and are in the process of further upgrading the system.”

In addition to the Call Centre, customers can interact with EPG through the website (www.epg.gov.ae), mobile apps and customer service email (custservice@epg.gov.ae).  The call centre also handles courier inquiries addressed to Empost through its call centre number (600 56 5555), which is now linked to the EPG call centre.