The MoI has announced that four of its customer service centers have obtained a 4-Star Rating, as part of the Customer Service Centers Classification Project, according to the Stars Rating System. The centers are: the Customer Service Center at the Residency and Foreigners' Affairs Department in Al Ain; the Customer Service Center at the Traffic and Licensing Services Department in Umm Al Quwain; the Customer Service Center at the Residency and Foreigners Affairs Department in Ajman; and the Customer Service Center at the Civil Defense Station in Al Qusais, Dubait.

The Customer Service Centers Classification Project, launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE vice President, Prime Minister, and Ruler of Dubai in 2011, aims to achieve a quantum leap in upgrading government services efficiency, on par with  international standards.

Exporting Best Practices

Commenting on the issue, Major General Nasser Lakhrebani Al Nuaimi, Secretary General of the Office of HH Deputy Prime Minister and Minister of Interior said that the achievement made by these centers have been attained thanks to incentives provided by the police leadership, with a view to develop and enhance the various services offered by the Ministry of Interior to the public. This falls in line with the UAE's national agenda for the next seven years, which aims to make the UAE the safest place in the world, in addition to achieving a four-minute response time for all emergency calls..

Major General Al Nuaimi added that the Customer Service Centers Classification Project increases the UAE’s chances of becoming one of the leading exporting countries of international best practices, in terms of government services provision., “The Ministry of Interior is the key provider of government services, and is always keen to enhance the quality of these services, as per international best standards in order to increase customers satisfaction,” he said.

Major General Al Nuaimi emphasized that the Ministry of Interior is implementing internationally approved standards in service delivery, and is utilizing all means that contribute to the processes of development, improvement and to increase staff members’ skills and performance. This would help position the various service centers at the ministry in an advanced position in the Customer Service Centers Classification Project.

Supporting the Government's efforts

Lieutenant Colonel Nasser Khadem Al Kaabi, Head of the Customer Service Department at the Strategy and Performance Development General Directorate, said that the ministry's participation in the Customer Service Centers Classification Project reflects Abu Dhabi Police General Headquarters' keenness to supporting the efforts, programs and development projects launched by the federal government, in the field of services development and customer service.

Head of the Customer Service Department added that the ministry has established an integrated plan to qualify its various customer service centers and staff members according to the standards of the Emirates Distinguished Government Services Program, and to implement a number of tools and programs to develop services. These include the self-evaluation of servicing centers, which yielded a number of improvement opportunities based on the classification criteria. Moreover, customer service centers’ employees were trained according to service quality guidebook and international standards of excellence in customer service.

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