The Emirates Identity Authority has decided to introduce a system for customers’ complaints and suggestions on its website before the end of this year based on its keenness on enhancing its channels of communication with customers and upgrading its services for the ultimate objective of attaining excellence in performance and gaining customer satisfaction.
During the regular meeting of the Higher Management Committee, held at the Emirates Identity Authority headquarters in Abu Dhabi under the chairmanship of H.E. Dr. Eng. Ali Mohamed Al Khouri, Emirates ID Director General, the Emirates Identity Authority approved a proposal to activate the “Secret Shopper” projects in all its departments and registration centers across the UAE.
During its meeting, which was attended by the executive directors as well as a number of directors and the team of the Strategic Backup Office at the Emirates Identity Authority, the Higher Management Committee stressed the importance of the “Secret Shopper” project for upgrading services by dealing seriously with the proposals aimed at developing improvement opportunities, particularly in the issues that are directly connected with applicants and customers at registration centers.
The Emirates Identity Authority said its move is based on its keenness on upgrading the services provided to the public and seeking the ways that would enhance its competitive position at the level of the service sectors across the UAE.
The Higher Management Committee lauded the efforts of the Emirates Post and other courier companies, which the Emirates Identity Authority contracted, and their role in speeding up the delivery of ID cards to their owners, particularly under the rise in number of delivered ID cards from 3,200 to 8,500 cards per day. The rise followed the new option given to customers upon filling out their registration forms at the typing offices where they were asked to choose the way they preferred to receive their ID cards by naming a certain post office box and selecting a specific post office following the activation of electronic connection between the Emirates Identity Authority and Emirates Post.
During the meeting, the Strategic Backup Office made a detailed presentation on the progress of work at registration centers and the daily registration rates in ID card and population register, which are noticeably rising in the light of the new registration plan proved to be successful and under the gradual growth of the society awareness of the importance of the ID card and the necessity to obtain it.
The Higher Management Committee called on all the Emirates Identity Authority’s departments, sections and centers to abide by the timelines set for implementing the projects and initiatives emanating from the Emirates Identity Authority’s strategy so that they are completed on time without any delay. The committee also stressed the importance of following the completion stages one by one and seeking suitable solutions to the challenges that might block the progress of work as soon as possible.
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