Ajman Residency: Workshop on Customer Service Centers Classification

ABU DHABI, United Arab Emirates - Friday, July 5th 2013 [ME NewsWire]: The General Directorate of Residency and Foreigners Affairs in Ajman organized a workshop to introduce the customer service centers classification project, which was launched in May 2011 by His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President, Prime Minister and Ruler of Dubai. The project aims to achieve a quantum leap in government services efficiency and promote them to international standards.

The project's objective is to ensure classification of government service centers according to the star rating system “2 to 7 stars". According to the system, each federal customer service center is required to put up a signboard at the door, indicating the level of services it provides, as per the criteria established by the program that aims to boost federal authorities to obtain a 7-star rating within 5 years.

The workshop, which was held at Khalifa Hall at the department,  was attended by Brigadier Mohamed Abdullah Alwan, Director General of Residency and Foreigners' Affairs in Ajman, in addition to department directors, heads of sections,  a number of personnel from the department.

For his part, Brigadier Mohamed Abdullah Alwan stressed the importance of the customer service centers classification project in line with the preparations to enable service institutions to provide services that exceed customers ' needs, as per the UAE vision. He pointed out that the Residency and Foreigners' Affairs Department in Ajman is ready to take part in the customer service centers classification project. For this end, it has harnessed all available resources, human resources, and knowledge to prepare its service offices for classification; in accordance with the schedule established for field visits and evaluation. This comes in line with the objective, to achieve the Ministry of Interior's vision, to have the UAE become one of the safest and most secure countries in the world.  

During the workshop, Major Tariq Al Midfa, Head of the Quality Section at the Strategy Department of the Sharjah Police GHQ, gave an overview of the project, which is considered the first of its kind in the world. He explained that it aims to improve both services and the federal customer service centers, so as to reflect the UAE vision, and unify service standards applied at these centers.

Moreover, the project aims to ensure coordination in the services delivery process, and between federal customer service centers. The latter are to be classified according to the star rating system (2 to 7 star).  According to the system, each federal customer service center is required to put up a signboard at the door, indicating the level of services it provides, according to eight criteria: strategic link; customers; services; service channels; customer experience; services efficiency and innovation; human resources, and technology.