Dr. Al Ghafli highlights role of field employees in EIDA service development

HE Dr. Saeed Abdullah bin Mutlaq Al Ghafli, Director General of the Emirates ID Authority, checked the work at the customer service centers of the Emirates ID Authority in Sharjah as a part of his field visits to communicate directly with the Authority field employees, evaluate the centers’ performance and identify the customer feedback in order to bring services to the best levels.

During his conversations with Sharjah centers staff, Dr. Al Ghafli said that the Emirates ID Authority made long strides in development of traditional and smart services. Thanks to the instructions of its senior leaders, the Emirates ID Authority consolidated its position as a leader in providing excellent services that exceed the customer expectations and achieve their satisfaction, said Dr. Al Ghafli. Each employee will be responsible for maintaining the achievements and seeking to offer new, innovative and unprecedented things in order to achieve more excellent levels that would live up to the visionary leadership aspirations for making the UAE people the happiest worldwide, he said.

It is not only about the service format, but it is also about the tools and techniques that would provide the customers with unforgettable experience and make them want to visit the center again, realizing that the governmental entities outdo the private sector entities in service quality and customer satisfaction, said Dr. Al Ghafli. Every official and employee in the centers is responsible for establishing the concepts of excellence, qualification and quality; as they are the representatives of the Emirates ID Authority who deal directly with customers, he said.

Dr. Al Ghafli urged the directors and supervisors of the visited centers to encourage competition between the employees for quality coupled with high productivity in order to provide customers with the best services. He called on them to support employees’ theoretical, practical and training development confirming the Emirates ID Authority’s keenness to provide support for its human resources as the major drive and the real capital that the Authority always wants or relies on in fulfilling its mission, vision and strategic objectives.

Dr. Al Ghafli called on all employees at different positions to make effective contribution to the development of customer services, employing all the knowledge and expertise they have gained and maintain the Emirates ID Authority’s excellence whether in the internal operations or in the services offered to its individual and corporate customers.

Dr. Al Ghafli was accompanied by Mr. Abdul Aziz Al Maamari, Director of Government and Community Liaison Office, Mr. Mubarak Al Amri, Director of the Director General’s Office, Mr. Zakaria Al Alawi, Head of the Technical Support Department, and Mr. Omar Al Maamari, Head of Services Department