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Saif bin Zayed Instructs the Establishment of a Central Administration to Realize Customers Happiness in Naturalization and Residency Sector

29 Dec 2014
Al Ittihad
 Lt. General H.H Sheikh Saif bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Interior instructed the establishment of a central administration at the Naturalization, Residency, and Ports sector. This administration will be responsible for maximizing and realizing sustainable happiness for the Sector’s customers. This initiative comes in response to the recommendations of the committee of customer service centers management that were decided in the second meeting of developing the sector which was chaired by H.H Sheikh Saif recently.

Major General Khalifa Hareb Al Khaili, Acting Assistant Undersecretary of the Ministry of the Interior for Naturalization, Residency and Ports Affairs said that the Naturalization, Residency and Ports Sector has studied and established an administration to realize customers’ happiness. “This step was taken in response to the higher leadership directives that instructed the transitioning from the traditional concepts of customers’ happiness to more modern concepts,” He noted. “These concepts aim at providing services that surpass expectations and help in providing a rich experience and strong ties that are based on trust and communication between the sector and customers.”

Major General Al Khaili also added that this initiative will be implemented in all MoI customer service centers after finalizing the initial implementation at the Naturalization, Residency, and Ports Sector. He also noted that measuring the actual application of customer happiness concept will be through advanced electronic systems that are equipped with the most recent technologies. These systems will provide timely reports for decision makers that cover commitment levels to happiness indicators and other related objectives.

For his part, Colonel Dr. Abdullah Abdurrahman bin Sultan, Head of Strategy and Performance Development Department, and Chairman of the Customer Service Centers Administration in the Sector said that the customer happiness administration will include all external offices at the sector. “This aims at implementing the customer happiness concept on all organizational levels,” He stressed. “This includes the establishment of permanent customer happiness councils in the sector’s customer service centers. These councils will provide the institutional platform for direct communication between officials and customers. It will also help in identifying the customers’ expectations and the means of maximizing and realizing sustainable customer happiness.” Concluding, Colonel Dr. bin Sultan indicated that the Customer Service Centers Administration has reviewed the best international practices of implementing customers happiness concepts in Singapore, Canada, and Scandinavian states.
Last Update:: 12/29/2014