“Customer Councils” as an Opportunity to Improve Services and Enhance Transparency

The Federal Authority for Identity and Citizenship, Customs, and Ports Security is committed to enhancing government services and boosting transparency through regular “Customer Councils.” These councils provide a valuable opportunity for direct interaction with the public, aiming to involve customers in service development and reduce bureaucracy, thus streamlining their journey by simplifying procedures.

Customer Councils serve as a significant platform for fostering transparency by offering open sessions where citizens and residents can express their opinions and feedback clearly. The councils seek to gather insights and suggestions based on real customer experiences, thereby achieving satisfaction by addressing their needs and expectations. Additionally, they allow for direct interaction with officials, improving understanding of processes and enhancing communication effectiveness between the Authority and its customers.

The councils are held regularly at designated venues announced through official communication channels, covering topics of interest to customers. Representatives from various sectors of the Authority participate to provide comprehensive answers and clarifications on the raised queries.

Customer Councils greatly contribute to service improvement by collecting and evaluating customer feedback, helping identify strengths and weaknesses in the services provided. Based on the collected feedback and suggestions, necessary improvements can be made and future plans developed to better meet customer needs. The councils also assess the effectiveness of current programs and establish new strategies for continuous service enhancement.

At the end of each council, a summary of key points and actions based on discussions is provided, and responses to raised questions are given, thereby enhancing effective interaction and building trust between the Authority and its customers.

Customer Councils are a fundamental part of the Authority’s commitment to innovation and continuous development, aligning with the Government Services Development Guide 2.0 and the goals of the “We the UAE 2031” vision.