Al Shamsi: Development of services exceeding expectations is a top priority for “ICA”
H.H Sheikh Mohammed bin Saud bin Saqr Al Qasimi, Crown Prince of Ras Al Khaimah, unveiled the “Five-Star Board” at ICA’s Customer Happiness Center in Ras Al Khaimah, according to rating obtained within the 3rd cycle of the Global Star Rating System for Services, in the presence of H.E Ohoud bint Khalfan Al Roumi, Minister of State for Happiness and Wellbeing, and a number of officials.
His Highness affirmed that the directives of the State’s wise leadership necessitate the provision of top-quality and smart services to all segments of society, within the framework to achieve leadership and participation in achieving happiness for society and embodying Emirates Vision 2021, referring in this context that UAE is the only State all over the world rating governmental services with the star rating system.
His Highness hailed the untiring efforts of Customer Happiness Center’s team to promote work and achieving performance excellence and upgrading the level and quality of services provided to achieve customers’ insights and expectations, qualifying it to be at the front of governmental authorities and institutions obtaining a five-star rating.
H.E Ohoud bint Khalfan Al Roumi affirmed that ongoing efforts to develop customers’ experiences are reflecting the government efforts led by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai, to put UAE at the forefront of world countries in the quality and efficiency of government services.
She hailed ICA’s Customer Happiness Center in Ras Al Khaimah, commending excellent services level which qualified it to obtain a five-star rating, in addition to ICA’s commitment to providing customer experience promoting life quality for members of the society.
H.E Ali Mohammed Al Shamsi, ICA’s Chairman affirmed the commitment of ICA to develop all services provided and upgrading quality to the highest levels fulfilling the satisfaction of customers, exceeding their expectations, and contributing to the enhancement of its competitiveness at the level of service sectors in UAE, stressing that achieving as such is considered a top priority in its current and future plans and projects.
H.E expressed that successive achievements of ICA are a result of being inspired by directives of the State’s leadership which always affirm that the main objective for the government action is achieving the happiness of people by providing the best government services in the world.
Moreover, ICA focused, in its plans for promoting rating of its Customer Happiness Center, on developing its core services as a top priority, then moving towards providing and developing additional services, in order for the customer, upon visiting the Center, to feel of being given full attention and provided with all facilities ensuring completion of his transaction to the fullest and according to highest comfort levels.
H.E referred that ICA put a special charter for customer service which determined a series of standards related to the level of service submitted to the customer in respect of ease of procedures, shortening the time of executing such procedures, ensuring smoothness and clarity of steps, and providing clear, understandable and transparent information required by service applicant. However, ICA worked in parallel to develop the best working environment for its employees in order to be able to provide services meeting customers’ ambitions.
Al Shamsi called all employees of ICA to focus on raising the efficiency of services provided to customers, seeking innovation and creativity in all work aspects, and committing to achieving goals specified. In addition, all members should keep in mind a higher goal which is making ICA’s service system one of the best service systems at the State level, and its centers and departments to reach a seven-star rating, and to remain in the front line of excellence and innovation race.
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