The Emirates Identity Authority has launched the second phase of a project for its affiliated service centers across the UAE to qualify for the 7-star Emirates Distinguished Government Services Program, which is aimed at upgrading the services provided by these centers to customers and developing their efficiency in such a manner that contributes to strengthening the Authority's position at the level of the UAE service sectors.
This came during a workshop organized by Emirates ID at the Hamdan Bin Mohammed Smart University in Dubai and attended by executive directors of sectors, directors of departments and service centers and members of the teams charged with developing the services provided by the centers. The workshop included a brainstorming session which discussed ways to develop the performance of the centers' employees, motivate them to achieve excellence and encourage them to come up with creative ideas and innovative initiatives and contribute to implementing the project plan towards upgrading the services provided by Emirates ID to obtain a 7-star rating. The aim is to achieve the satisfaction of e Authority's customers, put smiles on their faces and meet the requirements of the program.
During the workshop, Dr. Eng. Ali Mohamed Al Khouri, Emirates ID Director General, reiterated Emirates ID top leadership's full support for the project and service centers to enable them to comply with the criteria of the program. He underlined the necessity for the work teams in each center to identify the most important challenges they were facing and start working immediately on developing solutions to surmount them completely as per the highest standards, thereby ensuring continuous development and improvement.
Through this project, Emirates ID is seeking to achieve a quantum leap in the efficiency of the services provided by its centers, enabling them to reach competitive levels locally and globally through applying a set of standards related to prompt procedures, smooth and clear steps, available information, multiple channels for providing services and easy access to them, and keen interest in providing them to customers in a creative manner, using modern techniques and innovative visions known for their vitality and viability, he said.
The project includes several phases through which the centers would be improved and the services and facilities, which are offered to customers and give a value-added to Emirates ID would be developed, Dr. Al Khouri added, noting that Emirates ID fulfilled many of the program's criteria in a number of its affiliated centers such as reducing customers' waiting time for their transactions to be completed at a record time, providing hospitality services, prayer areas, childcare areas, coffee shop and the Internet "Wi-Fi" and launching several ambitious initiatives for all its affiliated centers to get a 7-star rating over the next three years .
Al Khouri called on Emirates ID's leaders and employees to double their efforts and harness all their energies and capabilities to support its efforts aimed at achieving excellence in distinguished government performance, enhancing the efficiency of its affiliated service centers, focusing on customers, applying total quality standards and providing the best services as per the world's best and latest practices .
At the end of the workshop, Al Khouri urged all the directors, supervisors and employees of service centers to identify customers' needs, views and feedback about the way services were provided, using all means available - personal interviews, over the phone or through e-mails - to come up with the results that would contribute to upgrading these services and hence achieving the best levels of customer satisfaction .
The workshop reviewed key action plan of the project and explained its objectives as well as initiatives it contained, the value addition it made for the service centers and the timeline set by the Emirates ID for carrying out the project. The workshop also clarified methods and mechanisms of work to be followed for achieving the results aspired by Emirates ID towards putting a 7-star sign at the entrance to each of its affiliated service centers across the UAE.
By the end of last year, Emirates ID launched the "Director General Award for the Best Service Center" within the "Director General Excellence Award" with the aim of motivating all directors, supervisors and employees of the centers and encouraging them to positively compete over focusing on customers, working as one team, shouldering their responsibilities and achieving innovation and creativity, thereby realizing sustainable excellence in such a manner that contributes to achieving the aspirations of the UAE prudent leadership and is in line with the UAE Vision 2021.