Consultation on Measuring Satisfaction with the “Shory” Platform as a Digital Health Insurance Intermediary
As part of the Federal Authority for Identity, Citizenship, Customs and Port Security’s commitment to enhancing customer experience and facilitating transaction processing, the Authority established direct digital integration with the “Shory” platform, recognised as an authorised intermediary for offering and purchasing health insurance from accredited companies in the UAE. This integration supports visa and residence permit requirements.
Recognising the importance of this integration in improving the customer journey, the Authority launched a consultation to measure customer satisfaction regarding the efficiency of the “Shory” platform and the effectiveness of this integration in streamlining procedures. Although the number of participants was insufficient to generate statistically precise satisfaction rates, the feedback received contributed to a better understanding of customer needs and identified areas for improvement.
In addition to the electronic consultation, the Authority collected input and feedback from customers during stakeholder councils held at service centres, alongside observations captured through the internal feedback system. Together, these inputs provided a valuable foundation for enhancing integration with the “Shory” platform and improving service quality.
Key Feedback and Improvement Actions Taken
The following summarises the main customer feedback alongside the actions implemented by the Authority in collaboration with the “Shory” platform:
| Action Taken | Customer Feedback |
| The Authority, in collaboration with the “Shory” platform, improved the speed at which health insurance data is reflected in the Authority’s systems, accelerating visa and residence permit processing. | Some customers reported delays in the appearance of health insurance data within the system. |
| Integration of the “Shory” platform will be deepened within the digital customer journey, ensuring it becomes a direct part of service procedures by 2026. | The need to make the insurance purchase process smoother and directly linked to transaction steps. |
| Continuous monitoring with service providers to ensure stable digital integration and minimise potential technical issues. | Minor feedback concerning intermittent technical issues. |
Media Coverage of the “Shory” Platform within the Authority’s Ecosystem
The “Shory” platform received positive media coverage across the Authority’s official channels, highlighting its role as an authorised digital intermediary contributing to:
- Supporting digital transformation in visa and residence services
- Providing a variety of accredited health insurance options
- Enhancing transaction speed through direct integration with the Authority’s systems
This media exposure raised customer awareness of the platform and its role in facilitating procedures.
Conclusion
Despite the limited data collected in the consultation, the Authority leveraged the feedback to accelerate system integration and improve the overall experience with the “Shory” platform, with plans to expand its role further within the customer journey by 2026.
A comprehensive survey to measure community happiness and satisfaction
In line with the Federal Authority for Identity, Citizenship, Customs and Port Security’s commitment to strengthening its societal role and enhancing quality of life, a comprehensive survey was conducted to measure community happiness and satisfaction with the Authority’s performance across several areas, including social responsibility, environment, health and safety, innovation, and community engagement.
A total of 634 individuals from across the Emirates participated in the survey. The sample included diverse age groups and nationalities, providing the Authority with a robust evidence base to better understand community expectations and identify opportunities for improvement.
Although some open-ended responses reflected individual opinions, recurring patterns provided valuable indicators for the development of community initiatives and the enhancement of quality of life.
Key Survey Results
1) Overall Happiness Level
The report findings indicated that overall happiness with the Authority reached 94%, a high rate reflecting strong community satisfaction with its services and initiatives.
The highest-rated areas of happiness were:
| Happiness Rate | Area |
| 87.79% | Communication, engagement, and knowledge |
| 86.92% | Environment, health, and safety |
| 86.57% | Innovation |
| 84.77% | Social responsibility and community participation |
Highest-Rated Indicators
- Innovation in community work – 94.78%
- Accuracy and clarity of information and open data – 88.60%
- Effectiveness of communication channels – 87.98%
- Awareness of the Authority’s achievements – 87.87%
From the report: “The findings indicate that overall happiness with the Authority reached 94%…”
2) Key Feedback from the Community
a) Need to Enhance Awareness of Initiatives
- Improving access to information for certain segments
- Increasing media and awareness campaigns
- Diversifying communication channels
From the report: “Increase community awareness of the Authority’s initiatives” and “Expand outreach through social media platforms”
b) Support for Priority Groups
- Enhancing support for People of Determination
- Supporting senior citizens
- Providing field services for individuals unable to visit service centres
From the report: “Greater focus on People of Determination” and “Providing expanded services to senior citizens and People of Determination at their homes”
c) Improving Quality of Life for Employees and Customers
- Allocating time for employees to participate in community initiatives
- Increasing workshops and training programmes
- Providing additional service centres
From the report: “Allocating dedicated hours for employees to participate in community initiatives”
d) Strengthening Community Participation
- Involving the community in designing initiatives
- Collaborating with other government entities
- Organising field events
From the report: “Engaging community members and listening to their views when developing services”
Conclusion
The survey demonstrated a very high level of happiness with the Authority’s efforts, alongside clear opportunities to enhance awareness, support priority groups, and expand community participation. The Authority reaffirms its ongoing commitment to improving quality of life in the United Arab Emirates and fostering a more cohesive and prosperous society.
Analysis of the Violators Status Adjustment Initiative – Consultation Results – 2024
Introduction
As part of the Federal Authority for Identity, Citizenship, Customs and Port Security’s commitment to service development and enhancing the customer experience, a public consultation was launched to assess procedures related to the regularisation of violators’ status. The objective was to understand the challenges faced by customers during the campaign period and identify opportunities for improvement.
The responses received contributed to forming a comprehensive view of the key challenges encountered by customers.
Key Findings
The consultation results revealed five main themes that accounted for the majority of customer enquiries and feedback:
- Expanding the scope of the campaign and clarifying eligibility criteria
- The need for clear guidance on status adjustment procedures
- Challenges related to children born within the country
- Humanitarian and financial cases requiring special handling
- Enquiries regarding re-entry into the country after departure and lifting restrictions
Table of Feedback and Actions Taken
| Corrective Action Taken | Feedback from Survey |
| Enhancing awareness messages and updating guidance content through official channels. The deadline was extended by an additional two months to allow customers sufficient time to understand the requirements and complete procedures | Expanding the scope of the campaign (fines, absconding cases, alerts, health insurance) |
| Updating guidance materials and publishing simplified steps based on the type of violation, while enabling service centres to provide guidance | Need for clear guidance on status adjustment procedures |
| Addressing special cases through exceptional decisions (newborns, elderly individuals, humanitarian cases) | Difficulties in obtaining documentation for children born within the country |
| Adopting flexibility in administrative criteria to support cases with special circumstances | Financial and humanitarian challenges (inability to pay fines or obtain passports) |
| Providing official verification channels and clarifying procedures for lifting restrictions | Enquiries regarding re-entry into the country after departure (bans, alerts, biometric restrictions) |
Consultation on the Customer Satisfaction Survey for the Authority’s Smart Application
As part of its commitment to developing its services and enhancing communication with all customers, as well as understanding their views on the services provided, the Authority conducted a customer satisfaction survey regarding its smart application. The overall result reached 84%, which is considered a positive outcome, noting that the number of customers surveyed was 125.
Although the majority of participants praised the ease of use of the smart application, 14% reported certain observations, including, but not limited to, system slowness and technical issues.
Key Feedback and Corrective Actions Taken
| Action | Feedback |
| The Authority updated the smart application during the last quarter of 2023. In addition, a session was conducted to present the application to a group of customers in order to gather their feedback and opinions | Simplifying the application, improving its design clarity, and reducing procedural steps |
| During the last quarter of the year, the Authority introduced new payment methods, including Apple Pay and Google Pay, across its smart application services | The application should provide multiple and secure payment options for users, such as credit or debit cards and electronic payment solutions such as PayPal or Apple Pay, with enhanced security measures including data encryption and protection |
Consultation on Customer Satisfaction with the Authority’s Website
As part of its ongoing efforts to enhance service delivery and strengthen engagement with customers, the Authority conducted a survey to measure customer satisfaction with the website of the Federal Authority for Identity, Citizenship, Customs and Port Security. The overall result reached 80%, which is considered positive, as most customers expressed a high level of satisfaction with the website in terms of design, content, and ease of navigation.
When asked whether they had encountered any technical challenges, the majority of respondents indicated that they had no observations.
Key Feedback and Corrective Actions
| Action | Feedback |
| The Authority introduced a system known as the “Customer Voice Portal” and integrated it with several channels, including the website and the electronic services portal, to provide support for customers in resolving feedback and complaints | Addition of further customer support channels |
| During the last quarter, the Authority enhanced several services to simplify application procedures and improved the service portal website by introducing a “Next Step” feature, which provides users with information on required subsequent actions (such as renewal or issuance). The feature is linked to the relevant customer, and upon selection, directs the user immediately to the service request | Ensuring that steps are simple and straightforward |
Consultation on the Customer Voice Portal System
As part of its commitment to improving service delivery and strengthening communication with customers, the Authority conducted a customer satisfaction survey on the Customer Voice Portal system. This system is used to receive customer feedback and provide responses through specialised teams. It has been integrated with several Authority channels, including the website, social media platforms, and the contact centre.
The overall result showed that 88% of customers were satisfied with their experience using the Customer Voice Portal system. When asked about the procedures for submitting feedback, responses indicated satisfaction with the speed of submission, the timeliness of responses, the clarity and ease of tracking complaints, and the comprehensiveness and promptness of responses provided.
Consultation on the Golden Residency
In 2021, the Authority conducted a survey regarding community awareness of the Golden Residency decisions. The results indicated that 85.50% of respondents demonstrated awareness and understanding of the decisions related to Golden Residency permits.
Regarding the preferred and most commonly used channels for submitting nomination applications for the Golden Residency, the website ranked first at 62.38%, followed by the smart application at 21.78%, and typing centres at 15.84%.
The level of awareness of opinions concerning the decision on residency for retired expatriates reached 57.63%, while 93.28% of respondents indicated that they would recommend their acquaintances to apply for the Golden Residency or the retired expatriate residency.
Proactive Services Survey 2022
| Feedback and Suggestions Received | Corrective Actions Taken |
|---|---|
| I would like individuals to be able to complete visa and residency transactions and issue identity cards directly on their own without the need to visit typing centres |
|
| Improving the upload of the applicant’s photograph, especially when accessing the service via a laptop |
|
| The current approach is merely a renewal reminder and does not constitute a proactive service. A direct service link should be provided, with all data pre-filled and ready for review and payment |
|
| The service for issuing identity cards and residency for domestic workers does not function through the smart application, despite being listed, requiring completion through Tadbeer centres |
|
| There is no clear user guide for services, which forces users to rely on typing centres. Additionally, there is insufficient awareness among staff to assist users in understanding how to utilise the system, resulting in unnecessary additional costs |
|
In 2021, the Authority launched electronic consultations on the following services:
- Consultation on the smart application
- Consultation on the contact centre
- Consultation on the Golden Residency
- Consultation on social media channels
- Consultation on the website
- Consultation on proactive services
- Consultation on awareness programmes to limit the spread of COVID-19
Electronic Consultation on the Contact Centre
| Feedback and Suggestions Received | Corrective Actions Taken |
|---|---|
| Employee adherence to greeting protocols and telephone waiting time |
|
| Improving the quality of contact centre services |
|
Electronic Consultation on Social Media Channels
| Feedback and Suggestions Received | Corrective Actions Taken |
|---|---|
| Enhancing the promotion of the Authority’s services, particularly the smart application, and clarifying service steps |
|
| Variation in service fees between typing centres |
|
| Need to diversify communication channels and provide multiple language options |
|
| Providing SMS notification services to customers prior to the expiry of ID packages, passports, or other services |
|
| Focusing on citizens residing outside the country regarding expired passports |
|
The Authority, in line with its user experience enhancement methodology, publishes the results of surveys, questionnaires, and electronic consultations on its website. This is done to inform customers of these outputs in a transparent and objective manner, enabling the public and users to contribute directly to decision-making in relation to the design and development of electronic and smart services, website design, customer understanding, customer journey improvement, and other proactive services that require development, so that they may be incorporated into future development and improvement plans.
The Authority has launched electronic consultations on the following services:
- Consultation on awareness and marketing channels
- Electronic consultation on website development
- Electronic consultation on the launch of the chatbot platform
- Electronic consultation on the launch of the gamification platform
- Electronic consultation on improving and developing the smart application
- Electronic consultation on gamification
Feedback and Suggestions Received and Decisions Taken
Electronic consultations were conducted to measure user satisfaction and awareness of the website, smart application, chatbot, gamification, and awareness initiatives. These consultations also aimed to gather user opinions regarding the homepage and other sections of the website and application, as well as other services requiring development, in order to incorporate them into future plans for design, development, and targeted improvements to meet user needs and consider suggestions and feedback that enhance the experience of visitors and users of the electronic services provided عبر the website or application.
Below are the most feedback points and suggestions received from customers:
Electronic Consultation on Website Development
| Feedback and Suggestions Received | Corrective Actions Taken |
|---|---|
| Providing an option to update the sponsored person’s profile data within the sponsor’s account | This option has been made available within the sponsor’s profile on both the website and the application |
| Applying emerging technologies on the website such as gamification and chatbot | Gamification and chatbot features have been implemented on both the website and the smart application |
| Adding investor services to the website | Golden residency services have been introduced in accordance with Cabinet Resolution No. (56) of 2018 concerning the regulation of residence permits for investors, entrepreneurs, and specialised talents |
| Difficulty in accessing priority services | Priority services have been highlighted on the homepage, and identity, citizenship, and residency services have been categorised more clearly to facilitate access, enabling users to view the service card and initiate services with a single click |
| Improving link speed and navigation between pages | Link performance has been enhanced to align with page titles, enabling smoother navigation across all levels, with the ability to return easily to previous pages. Broken and slow links have also been identified and resolved following link-checking mechanisms and security vulnerability assessments |
| Enquiry about application status عبر the website | Procedures for tracking transactions and application status have been developed |
| Request to update data عبر the website | This feature has been introduced through the “Your Data. Your Identity” campaign via the website and smart application. Data is entered by family book holders, and upon login, the application automatically directs the user to the head of household page to begin updates, followed by updating other family members’ data, and finally agreeing to the terms and submitting the request |
Electronic Consultation on Chatbot Platform
| Feedback and Suggestions Received | Corrective Actions Taken |
|---|---|
| Sending regular SMS messages to promote the use of the chatbot platform | Work is underway to implement SMS notifications to raise awareness among customers regarding the use of support services such as the chatbot and “Ask Hamad” for enquiries and service delivery |
| Including all anticipated frequently asked questions with comprehensive answers and updating them regularly in line with daily developments | Most frequently asked questions and newly launched services have been incorporated to keep customers informed of updates and decisions |
Electronic Consultation on Awareness and Marketing Channels
| Feedback and Suggestions Received | Corrective Actions Taken |
|---|---|
| Launching intensive marketing campaigns | The Authority has promoted priority electronic and smart services, future projects, events, activities, and initiatives عبر social media platforms (Facebook, YouTube, Instagram, and Twitter), as well as through external exhibitions, media briefings, and informational brochures.During the emergence of COVID-19, the Authority also raised public awareness of electronic and smart services عبر social media to improve awareness levels and guide users towards digital service utilisation. Marketing campaigns were also launched to promote population data update services عبر the website and smart application, as well as initiatives such as fine exemption campaigns, proactive services, golden residency services, and “Mabrook Ma Yak”. |
Electronic Consultation on Smart Application
| Feedback and Suggestions Received | Corrective Actions Taken |
|---|---|
| Slow loading of the smart application | The application’s loading speed has been improved through Apple and Android platforms |
| Introducing new services and improving accessibility to complete procedures without technical issues | Proactive services have been launched on both the website and smart application, including:
The system automatically generates the appropriate service request based on the customer’s data and status, notifies the customer, and allows them to approve the request without re-entering data or attachments, requiring only payment of the applicable fees. |
| Raising awareness بشأن smart application services | The smart application has been promoted عبر exhibitions and digital channels, leading to increased user numbers between 2019 and 2020. Customers have been directed towards digital channels to complete transactions, enhancing awareness and supporting full digital transformation |
| Difficulty accessing certain services | The application has been redesigned, with key priority services highlighted before login عبر the “General Services” section, enabling users to access service cards, departure fee payments, arrival registration, and other essential services |
| Applying emerging technologies such as gamification and chatbot | Gamification and chatbot features have been implemented to deliver awareness messages and updated notifications to users |
Electronic Consultation on Gamification
| Feedback and Suggestions Received | Corrective Actions Taken |
|---|---|
| Work is ongoing to develop the gamification platform using innovative and unconventional scenarios, as well as introducing diverse topics to support government initiatives and reflect reality in an interactive and creative manner with the community |
| Results | Download |
|---|---|
| Report on the results of electronic consultations | View |
E-consultation results for 2018
Using the ID number and the unified number in the electronic form system
Over 83% of the customers of ICA, expressed support for the use of the ID number and the unified number in the system of the electronic format for data retrieval rather than re – entering them when applying for renewal or replacement of identity card and other services. This was revealed in a poll conducted by ICA via its website, in which 44, 830 persons participated, and about 17% of them expressed their refusal of the procedure.
| Results | Download |
|---|---|
| Report on the results of electronic consultations | View |
Website Satisfaction Rate
76.42% of the Authority’s customers expressed satisfaction with the Authority’s new website, which was launched on the sidelines of its participation in the 37th edition of GITEX Technology Week 2017.
This was revealed in a survey conducted by the Authority via its website, in which 24,762 individuals participated. Approximately 14.37% expressed a neutral stance towards the survey topic, while 9.2% expressed dissatisfaction with the website in its new format.
Average Waiting Time Service in Centres
A survey conducted by the Authority via its website showed that 78.17% of participants confirmed that they had benefited from the “Average Waiting Time” service provided through the website, which enables customers to identify waiting times at its Customer Happiness Centres.
The survey, which included 27,900 participants, indicated that the proportion of those who did not benefit from the service did not exceed 9.84%, while 12% remained neutral regarding the question posed by the Authority. The waiting time enquiry service is a new and distinctive service provided by the Authority via its website, enabling customers to determine waiting times at each of its Customer Happiness Centres, identify the nearest centre to their location, and estimate the time required to reach it.
Browsing the “Identity and Citizenship” Website
A survey conducted by the Authority via its website showed that 87% of participants confirmed that they could obtain information easily and conveniently by browsing the Authority’s website. The survey, which included 8,465 participants, showed that those who encountered difficulty in obtaining information via the website did not exceed 7.32%, while 5.91% remained neutral regarding the question posed by the Authority.
Completing the “Form” via the Website
In a survey involving more than 5,600 participants, 13.39% indicated a preference for submitting their applications via the smart application, while 64% of “Identity and Citizenship” customers preferred completing the “form” via the website. A survey conducted by the Emirates Identity Authority showed that 64.42% of its customers prefer to submit applications for issuing, renewing, and replacing identity cards through the electronic form made available for this purpose on its website.
14.69% of participants stated that they prefer submitting their applications for identity card-related services through authorised typing centres, while 13.39% preferred submitting their applications via smart applications on mobile phones and tablet devices. Meanwhile, 7.5% preferred to obtain services through Customer Service Centres (urgent service). More than 5,630 website visitors participated in the survey as part of the Authority’s monthly survey conducted to measure customer satisfaction with its services and procedures.