The Federal Authority for Identity and Citizenship (ICA) announced relocating the Customer Happiness Center for the services of the General Directorate of Residency and Foreigners Affairs (GDRFA) in Umm Al Quwain to Al Ramla Area 2 after building completion in accordance with the best international standards and specifications. The center will start receiving customers and providing all ICA services related to identity, citizenship, passports, residency, and foreigners’ affairs as of Sunday, 10 January 2021.
As part of its endeavors to improve customer experience and increase completion rates, ICA announced relocating the Customer Happiness Center from its former seat at Falaj Al Mualla Police Station to the “Government Services Center”. From its new headquarters in Falaj Al Mualla, the center will provide all types of services related to entry and residency permits.
Customers were received by H.E. Brigadier Khaled Youssef Mohamed bin Hudaibah, the Executive Director of Residency and Foreigners Affairs- Umm Al Quwain, as he welcomed them and listened to their needs and opinions. Customers expressed their happiness with the new building and commended the provided services.
Hudaibah affirmed ICA’s keenness on improving services provided to the customers and the employees, diversifying service delivery channels; streamlining procedures; and reducing time required to complete transactions in accordance with the international best practices, with an eye to achieve customers’ and employees’ happiness.
He added that providing “service centers for the public and facilitating their affairs are of great importance, reflecting the civilized image of the UAE”. He emphasized redoubling efforts to continue the outstanding performance and scale up the quality of services, which would help improve all services.
Relocation to the new premises promotes the government development process that addresses the various aspects of customers’ journey to enrich their experiences within the excellence model with a view to achieving their happiness and supports the quantum leap targeted by ICA to continue improving its services provided through its centers across different emirates, which will positively enhance performance rates and output quality.
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