“ICA” briefs “General Authority of Ports, Borders and Freezone Security” on its experience in strategic planning and customer happiness

HE Dr. Saeed Abdullah bin Mutlaq Al Ghafli, Director General of Federal Authority for Identity and Citizenship (“ICA”), stressed the keenness of ICA to continue its journey towards achieving the excellence which is no longer an option for entities in UAE but rather a necessity and an urgent need especially under leadership that considers the mission of government work as serving people and granting them happiness, and a government that believes in innovation and creativity as a primary means for developing services and racing against time to put UAE in the first rank among the world developed countries.

He said that ICA focuses, in its various operations, procedures and services, on two basic principles: first, to grant its individual customers happiness through periodic evaluation of services, monitor deficiencies or shortcomings, if any, address them drastically and carefully, overcome any gaps or challenges that may face this path, second, to provide full support to the decision-making in the state, provide accurate demographic information and data to its customers from entities so that they can optimize their resources and develop and upgrade their services to the best levels.

This came during a meeting between Dr. Al Ghafli and the delegation of the General Authority of Ports, Borders and Freezone Security headed by HE Jassim Mohammed Al Zaabi, Director General of the Authority, who visited the headquarters of the Federal Authority for Identity and Citizenship in Khalifa City in Abu Dhabi to review its experience in the field of strategic planning, service development, and customer happiness.

Dr. Al-Ghafli pointed out that ICA focuses, in its initiatives, on enabling the complete smart transformation and contributing to the achievement of the national agenda based on three projects: Validation Gateway, Electronic Link, and SDK tool Kit on smart applications, which allow remote authentication of identity reliably and easily.

Dr. Al-Ghafli briefed the delegation on the strategic plan of ICA 2017-2021, its mission and vision, which focuses on the development of the Smart Emirates ID card, enhancement of its features and capabilities, and the objectives that ICA aims at achieving during this cycle to be able to contribute effectively to realizing the UAE Vision 2021, pointing out that the uses of the card include all aspects of the daily life of citizens and residents, and at the level of service sectors and goods and in traditional and electronic services.

Dr. Al Ghafli briefed the visiting delegation on the distribution map of the customer happiness centers all over the state, amounted 57 centers and offices, which serve more than 20,000 customers on a daily basis, and explained to them ICA’s experience in participating in the Emirates Program for Excellence in Government Services, and the Global Star Rating System for Services adopted by the government (7 Stars), which three of its main centers obtained 5 Star rating and five centers obtained 4 Star rating in the Global Star Rating System for Services adopted by the Cabinet.

During the meeting, Dr. Al-Ghafli discussed the experience of ICA in the field of investing in its human resources and providing the work environment in which the employee feels the maximum convenience and satisfaction, which reflected on the performance levels and the ability of the employee to exert all his efforts for the success of his entity and stimulate him to think, create and excel.

At the end of the visit, Dr. Al Ghafli took the delegation on a tour inside the customer happiness center in Khalifa City during which they became familiar with its divisions, the nature of its work, the procedures related to the Emirates ID card, and the excellent services it provides to grant customers happiness.

The tour also included a visit to ICA’s Data Center, where the delegation was briefed on the equipment and facilities available in it and the advanced electronic systems of ICA, which are characterized by their high technical features.

The delegation included Abdulla Salem Al Shaer, director of the general manager’s office of the General Authority of Ports, Borders and Freezone Security, Nasser Mohammed Al Ahbabi, Director of Human Resources Department, Dr. Hamad Saif Al Mashghouni, Director of Strategic Planning and Planning, Ali Al Baraq Al Alieli, Director of Risk Assessment Office, Jumaa Abdullah Al Kaabi, Head of Communications and Information Technology, and Kulitham Jumaa Al Kaabi, Head of Strategic Planning and Quality.