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The Customer Service Division at the Municipality of Abu Dhabi City has processed 279,925 transactions during 2011, recording a quantum shift in the volume and level of services rendered to the public through various service delivery points at the Head Office or External Municipal Centers.
This in itself is a record achievement in serving customers, and an indicator of the improved quality processes made over the past year, ADM said today.
In the last quarter of last year, the Municipality added 19 new services deliverable through its Customer Service Centers including 16 services pertinent to Urban Planning Division, two services for Procurement Division, and one service for Contracts Attestation Section.
Last December, the Municipality launched e-Kiosks self-service in a bit to enable customers process their transactions on the spot through these kiosks deployed at various locations including Customer Service Centers at the Head Office, Municipal External Centers, malls, and petrol stations. The move comes in manifestation of the Municipality’s Mission aimed at delivering superior, effective and customer-centric services as part of its strategy built on pursuing the development process, adopting modern technologies & performance-enhancement means, and meeting customer needs in a hassle-free environment at world class standards.
Earlier last year, the Municipality of Abu Dhabi City inaugurated 115 new online services including town planning sectors, infrastructure and municipal services enabling its customers avail themselves of these services wherever they are and whenever they want. These new services are in line with the Municipality’s commitment to facilitate, & streamline procedures and save customers’ time & effort as spelled out in the Municipality’s master plan to upgrade its services, reach out to customers and meet their requirements in a hassle-free and timing-saving process aligned with best international practices. Such a drive is poised to enhance the Municipality’s pioneering standing and corporate identity in the context of a comprehensive strategy aiming to build an integrated work system that constitutes a real addition to its spectacular service offerings.
In mid of 2011, the Municipality of Abu Dhabi City embarked on the implementation of Customer Relations Management policy with a view to linking customer service systems under one platform capable of delivering 70 e-services including land, properties, urban planning, roads, spatial data, and parks & gardens services; which echoes the Municipality’s strategy of sustained development, and introducing hi-techs & performance-enhancement means in a convenient manner ensuring smooth and effortless service delivery in keeping with the best-in-class global practices.
The Municipality of Abu Dhabi City has made a quality shift in the level of services delivered to the public through opening three external centers at Al Bateen, Al Wathba and Al Shahama early last year which are fully fledged to deliver all municipal services in the same quality and standards of the Head Office, except for the selling and purchasing services, thus easing the pressure on the Head Office and bringing services closer to customers residences to save their time and effort.
Earlier last July, the Municipality of Abu Dhabi City opened a new subsidized food distribution center to serve citizens at Musaffah, Mohammed Bin Zayed City, Khalifa City (A and B), Bani Yas and the neighbourhood, thus bringing the number of service outlets to nine.
The Municipality introduced observing duty on Saturdays at its External Municipal Customer in order to deliver best services to the public, and at the same time introduce a flexible mechanism customized to meet all preferences, and save customers’ time & effort in a way capable of enhancing the leading profile of the Municipality and reflecting its social responsibility.
In 2011, the Municipality launched the mobile car service to serve people with special needs, elderly, widows and divorcees to facilitate procedures, save efforts & costs and save time. The Municipality’s delegates reach out to them at their localities in vehicles equipped with electronic and comprehensive office equipment capable of fully processing their transactions at their doorsteps manned by competent and trained municipal delegates to provide best quality services to customers.
Sunday and Tuesday of each week have been designated to service clients from the Metropolitan area, and Monday, Wednesday & Thursday have been earmarked for external regions of Abu Dhabi city, starting from 08:00 am until the 04:00 pm.
Mohammed Ali Al Murar, Director of Customer Service at the Municipality of Abu Dhabi City said that the customer service strategy adopted by the Municipality contributed to processing this huge lot of transactions through offering services at the External Municipal Centers without obliging customers to report to the Head Office.
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