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Dubai News

Service Centres: Meet the top performers in the UAE

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15-Sep-2019

Sharjah/Ajman: Major General Saif Al Ziri Al Shamsi, commander-in-chief of Sharjah Police, has expressed the police force’s pride and gratitude after Wasit Police Station was chosen among the best five services centres in UAE.
 
He said the recognition of Wasit Comprehensive Police Station is a testimony to the painstaking efforts of the centre’s staff with assistance of all sectors in the leadership to provide the best customer services. He said: “The announcement by His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, has pleased everyone and made us feel responsible for the need to maintain excellence in providing services, and we are committed to the wise leadership to continue giving and providing the best services in innovative and accessible ways.”Great joy
 
Major General Al Ziri said the centre is a continuation of the services of the former Al Heera Centre, following its transfer to the new headquarters in 2014. It offers 14 community services ranging from receiving criminal reports, criminal statute certificates, lost and found items reports, issuance of death certificates and certificates to whomsoever it may concern. Comprehensive traffic services, as well as various community services, including night patrols are also covered. The centre caters to 40 specialisation areas in all.
 
He said the security electronic platform at the station is the first of its kind in the Ministry of Interior and it combines the operations room of Sharjah Police and Sharjah Civil Defence - linking them with surveillance cameras as part of “Sharjah is a safe city” project. It is specialised in receiving reports of accidents and fires in the city and thus deals with them through an integrated team. Lt. Col. Mohammad Abdul Rahman bin Qasmul, Acting Director of Wasit Police Station, said the recognition for the station is a matter of great joy.
 
In Ajman:
Major General Sheikh Sultan Bin Abdullah Al Nuaimi, Commander-in-chief of Ajman Police, said he was very thankful for the Traffic and Licensing Services Centre being chosen among the top five centres in the UAE. He said the centre has been able to achieve many successes in providing services to the public electronically and through smart platforms. This had significantly reduced the number of in-person visits. Most recently, a new service was launched for issuing truck permits online.
 
He added: “An integrated team of leadership and strategy of the management was able to achieve these successes on the ground, to serve the public, and therefore won the honour to be among the top five centres in the provision of services.” The leadership, Maj Gen Al Nuaimi said, also focused on the need to reinforce the skills of employees through specialised courses in dealing with the public and the provision of services in an easy and fast way, so that the completion of some transactions does not exceed one minute through the website.
 
He congratulated Sheikh Humaid Bin Rashid Al Nuaimi, Member of the Supreme Council and Ruler of Ajman, and Sheikh Ammar bin Humaid Al Nuaimi, Crown Prince of Ajman and Chairman of the Executive Council and Lt. General Sheikh Saif bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Interior and all the emirate’s police officers for this achievement.
 
The best five service centers: Best Practices:
 
Sheikh Mohammed bin Rashid Al Maktoum praised the performance of the best five government service centers for applying the best practices that meet the Emirates Government Services Excellence Program.
 
>The Federal Authority for Identity and Citizenship's center in Fujairah
 The center has ranked the best of the country's 600 government service centers for its employee proficiency and flexibility in serving customers and taking the initiative to develop innovative solutions to overcome challenges and improve services. The center's teams worked in efficiency, effectiveness and speed in serving customers without delay. They prioritized people's satisfaction when dealing with other employees and customers, which contributed to creating a healthy productive environment.
 
>The Ministry of Education center in Ajman
The center in Ajman achieved a high level of commitment and innovation in providing services. It stood out for its quick and modern services provided using the latest technologies. Tablets across the center reduced customer waiting time and a mobile platform finished services in record time. The center management followed the Ministry of Education's plan to create a positive environment that brings new innovative ideas through regular brainstorming sessions. Managers also ensured their presence on ground to work closely with employees and follow up with customers.
 
>Traffic Services and Licensing Center in Ajman (Ministry of Interior)
The center's focus lies on customers, standing out for providing services that met every customer's needs, in addition to its outstanding response to senior citizens and facilitating services beyond expectation. The management's work centered on dedicating all possible efforts to provide accurate and quick services that achieve customer satisfaction. The center's management ensured adapting to modern technologies and adopting the latest managerial practices to constantly improve services that increase quality of life of the UAE society.
 
>Wasit Police Station in Sharjah
Ranking among the best government services was mainly attributed to the center's unique experience in presenting a new image of police stations that challenge the general conception. Managers and employees highly prioritized customer satisfaction in cutting down routine processes to provide quick services. The center also provides proactive services that meet public needs using the latest technologies and offers a direct channel to facilitate communication with its customers.
 
>Sheikh Zayed Housing Programme Center in Ras Al Khaimah
The center stood out for providing quality services that meet customer needs, in addition to its outstanding customer experience that speeds up transactions and access to services including parking space for senior citizens and people of determination. Placing people's happiness as a top priority was a key achievement of the center.
 
The worst five service centers:
 
These centers were named worst for low performance in meeting the goals and criteria of the Emirates Government Services Excellence Program.
 
>Emirates Post Centre, Al Khan Branch in Sharjah
The Emirates Post center was named the worst due to its weak employee performance and mechanisms in providing services. It also revealed low employee happiness in service provision, which does not reflect the government's vision in raiding employee and customer happiness.
 
>Al Muhaisnah Centre for Preventive Medicine in Dubai (Federal Authority for Identity and Citizenship)
Customers often complained of inefficient employees who provided slow services, revealing their general dissatisfaction of the quality of services that fail to respond to their needs. The number of front-line employees in customer service is low compared to those present in service booths, which increased waiting time and queues of customers.
 
>General Pension and Social Security Authority Center in Sharjah
The quality of services in the center requires improvement given the low employee performance and initiative in providing quality services that facilitate customer experience and meet urgent needs, especially that the center provides services to widows and senior citizens.
 
>Baniyas Centre for Social Affairs, Abu Dhabi (Ministry of Community Development)
Results revealed that managers did not follow the open-door policy with customers and employees did not sufficiently respond to customers. Receptionists were barely seen on site to guide customers.
 
>Tawteen Centre in Fujairah (Ministry of Human Resources and Emiratisation)
Results have shown low level of performance as compared to Ajman's centre where employees are seen explaining services and guiding customers. The center did not provide receptionists to answer inquiries of jobseekers and guide them through the necessary process, while employees often redirect jobseekers into applying online.
 

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