Brigadier General Al Khaili: We work to upgrade the Citizenship Services to 5-stars rating

Tuesday 05 March 2019

Inspected Abu Dhabi Passports, Personal Status & Registration Departments

Excellence in providing services and achieving customer happiness become inevitable demands

Brigadier General Sohail Gomaa Al Khaili, ICA’s Acting Director-General, emphasized that excellence in providing services and achieving customer happiness became inevitable demands. They also became a constant approach adopted by the UAE government under the wise leadership directives that focus on enabling UAE to be the leader in the various fields and one of the best countries in the world by its golden jubilee.

He further said that the Customer Happiness Centers of the General Directorate of Nationality is ICA’s main front and an outlet through which it provides services to nationals. Thus, ICA gives priority to these centers, especially when it comes to providing support to human and material potentials. This in turn enables these centers to play their roles and carry out their tasks in accordance with the efficiency and competence standards by developing a plan of upgrading the service level to 5 stars.

He added that the accelerated technological developments experienced in the government services sector, particularly in the area of electronic and smart transformation, as well as the UAE government adoption of achieving people’s happiness objective as a basic pillar of the government action, became factors requiring institutions to redraft its programs and priorities. This aims at making them closer to people, their aspirations and ambitions, encouraging them to innovate unique services to be provided in a way that saves time and efforts, and replaces traditional theories and methods.

Al Khaili made these statements during his visit to Abu Dhabi General Directorate of Nationality, where he inspected the workflow in the departments of passports, personal status, registration, and data validation, checked out mechanisms of providing services to customers. He also met the employees and listened to their opinions and comments in this field.

During his meeting with the employees, Al Khaili emphasized that ICA is considered one of the leading entities in the field of developing its traditional and smart services to levels usually exceed customers’ expectations and fulfill their satisfaction and happiness. This requires ICA’s employees to be keen on optimizing such achievement and intensifying efforts to contribute to providing what is new and innovative to reach higher levels of excellence and to actively contribute to making UAE people the happiest in the world. He noted that the competencies of the General Directorate of Nationality and the Nationality departments in other emirates are focused on UAE nationals, to whom interest the wise leadership instructs promoting the provided services in accordance with the highest international standards and utilizing all capabilities to ensure their welfare. This can be achieved by ensuring the provision of services related to issuing and renewing passports, family book, and personal status, in a way consistent with the government approach, and completing nationals’ transactions smoothly and easily.

He pointed out that achieving this matter requires implementing the initiatives and projects that are related to the Directorate work in accordance with the best standards of efficiency and effectiveness. Besides, the performance of service channels shall be monitored, performance shall be measured and evaluated based on clear and accurate indicators. The findings of the customers’ satisfaction studies should be optimized to implement improved procedures and distinct ideas.

During his tour in the Directorate departments, Al Khaili listened to the citizens’ comments and opinions on the quality and level of service provided by the Directorate, and their recommendations to facilitate and develop procedures, to achieve customers’ ambitions and highest levels of satisfaction.

Al Khaili commended the level of services provided by the Directorate and the enthusiasm and interest of its employees to adopt the highest levels of proficiency and efficiency. This would reflect the real image of UAE government services, which have become better than those provided by the private sector entities, even the best ones, in most fields.