Emirates Identity Authority is certified for the International Customer Service Standard

The Emirates Identity Authority was certified for the International Customer Service Standard (TICSS:2010) issued by the International Customer Service Institute (TICSI), and granted by the British Standards Institution (BSI) making it the first federal authority in the state to obtain this international certification.

H.E. Dr. Eng. Ali Mohamed Al Khouri, Emirates ID Director General, said that this certification for Emirates ID represents a new international recognition of the quality of services provided by the Emirates ID to its customers. He highlighted the importance of this achievement as the result of coordinating efforts and continuous collaboration among Emirates ID staff to develop its services in compliance with international standards as one of the themes of Emirates ID strategic plan 2010-2013.

Al Khouri stated that this certification adds to the Emirates ID’s record of international certificates that it obtained despite being a newly established authority. It is proof on adoption of the best international practices to achieve its mission and vision derived from Emirates Vision 2021 aiming to make the UAE among the best countries in the world.

Al Khouri said that Emirates ID was keen to invest in many projects aiming to develop the level of quality of customer service through the application of the best international practices at Emirates ID divisions and affiliated registration centers throughout the state in accordance with the “Emirates Program for Excellent Government Service” launched by His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai. The program aims to reach new levels of customer service through creative methods that exceed expectations.

Al Khouri stressed that Emirates ID headed by H.H. Sheikh Hazaa Bin Zayed Al Nahyan, National Security Advisor, and through follow-up by H.H. Lieutenant General Sheikh Saif Bin Zayed Al Nahyan, Deputy Prime Minister, Minister of Interior and Emirates ID Deputy Chairman, is intended to achieve a 7-star rating of customer service in its centers according to the new rating for all government service centers aiming to achieve a quantum leap in the efficiency of government services.

Al Khouri also stated that the Emirates ID is racing to achieve the standards of the UAE program for excellent government service by adopting the best and most developed standards, methodologies and means and training all its employees to use them to sharpen their skills and develop their capabilities in reaching an excellent government service based on speedy procedures, available information, multiple service channels and ease of access.

This recognition came after the Emirates ID passed an objective international assessment for extent of compliance of its procedures and activities with international customer service standards and in light of modernization and development plans for the various customer-related facilities, procedures and services as part of the project of re-engineering the registration procedures and redesigning its centers.

The Emirates ID indicated that this certification is considered an achievement at the level of international standard comparison, representing the second level out of three levels starting with the international standard level and ending with international excellence level.

The Emirates ID stressed that it would seek to reach the third level as soon as possible in light of implementing its strategy 2010-2013 which sets one of its goals to build a service organization that focuses on achieving goals and developing customer service while providing internal services based on excellence.