The Customer Happiness Centers of the Federal Authority for Identity, Citizenship, Customs and Port Security held 55 customer councils at the state level during 2022, in which more than 700 customers and partners took part. The number of proposals that were implemented based on those councils reached more than 39 proposals that had a positive impact on upgrading the services system and raising the level of customer satisfaction and happiness about the Authority and the services it provides.
The customer councils are held as part of the Authority’s plan to engage all segments of society in innovating and designing the services provided by the Authority and the ways and mechanism of providing them, in order to achieve the Authority’s strategic goals that aim to provide proactive services to meet the needs of customers before requesting them and develop the system of services in the field of identity, citizenship, passports, residence, foreigners affairs, customs and security in accordance with the criteria of the UAE government strategy for government services and the future global trends in this field.
The Authority’s Customer Happiness Department had previously laid out an integrated plan for customer councils, taking into account the geographical spread to cover all emirates of the UAE, as well as diversity in the categories of customers, their cultures and nationalities.
The Authority said, in a press statement, that its keenness to hold customer councils stems from the conviction of the Authority’s leadership and the management of customer happiness of the importance of partnership between government institutions and their customers, and the ability of this partnership to provide feedback on the services it provides and assess its ability to meet customers’ expectations, as well as engage customers in decision-making and service development as a way to achieve proactivity, leadership and excellence.
The Authority added that the customer councils are a successful and useful way to educate customers about the services provided and to promote them among the different segments of society. It is also a direct way to get to know their opinions, suggestions, and the challenges they face during the process of applying for services, which contributes to enhancing concepts towards governance of services and improving performance.
The customer councils held by the authority dealt with many issues and important work themes, most notably promoting the Authority’s role in implementing the promise of the UAE government, encouraging customers to respond to the requirements of the Authority’s digital transformation and requesting and submitting services through electronic and smart channels, in addition to the challenges of the service delivery system and the customer journey in each of the services provided, developing services and considering re-designing them to meet the needs of customers and raise their level of satisfaction. The Authority, represented by the Customer Happiness Department, briefed the participants in those councils about the system of services it provides, its future directions, and the most prominent ongoing development projects.
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