General Directorate of Identity and Foreigners Affairs – Umm Al Quwain Discusses Customer Journey During First Customer Council of 2026

The Federal Authority for Identity, Citizenship, Customs and Port Security (ICP), represented by the General Directorate of Identity and Foreigners Affairs – Umm Al Quwain, held its first Customer Council of 2026 with the participation of 25 customers and representatives from seven strategic partner entities. The Council was organised as part of ICP’s ongoing commitment to strengthening direct communication channels with customers and reinforcing partnerships with stakeholders in the development of government services.

The Council featured, for the first time, an innovative interactive system titled “The Customer Journey. From Entry to Completion”, which reviewed the customer journey in an integrated manner and identified key strengths that enhance customer happiness, as well as the challenges customers may face. This interactive approach enabled participants to comprehensively evaluate their experiences and provide development proposals based on real customer journeys.

The Council also featured a diverse range of participants, including customers, company representatives and delegates, typing centres, and strategic partners from relevant entities such as the Free Zone, the Department of Economic Development, Umm Al Quwain University, and Umm Al Quwain Municipality, reflecting an integrated approach to service development.

A number of topics derived from customer feedback and suggestions received through ICP’s various channels, including the “Customer Voice” platform, were also discussed to ensure alignment with actual customer needs. Participants openly shared views, observations, and suggestions, with key outcomes focusing on enhancing procedural clarity, improving guidance and orientation mechanisms, and increasing proactive awareness of services and their requirements to facilitate the customer journey and reduce potential challenges.

ICP affirmed its commitment to translating the Council’s outcomes into actionable improvement plans monitored through specific performance indicators to ensure the desired impact, while maintaining communication with participants and updating them on implemented enhancement measures, further reinforcing transparency and sustainable partnership with customers.