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“ICA” closes Al Wahda Center and opens a new Office in Al-Jazira Club Building

Extending Khalifa City Center Work Hours to 5 PM,

ICA: We periodically revise our centers’ outreach to ensure accessibility

ICA announces the permanent closure of its ICA’s Customer Happiness Center in Al Wahda, Abu Dhabi as of today, Sunday 18 March 2018 and the opening of its new Center in Al-Jazira Club Building in Sultan Bin Zayed the First Street (Al Morour), which will serve the ICA’s customers from 7 a.m. to 5 p.m., Sunday to Thursday.

Moreover, the Authority also announced the extension of work hours in Customer Happiness Center in Khalifa City, located within its main head office in Khalifa City, Abu Dhabi, from 7 a. m. to 5 p. m., instead of 7.30 a. m. to 2.30 p. m.

ICA indicated that there are 19 service stations in the new Al -Jazira Customer Happiness Center, 13 of which for males and 6 for females. The capacity of the center is about 1,520 customer/day. The center provides all ICA’s identity-related services, including registration and issuance, renewal and replacement of Emirates ID card, with ordinary and immediate service (noncentral printing) and data updating service.

The Authority noted that, in the design of the new Center, it was keen on providing value-added services according to Emirates Programme for Excellence in Government Services and the 7 Star Program, which include the Prayer Area, free Wi-Fi, comfortable waiting halls. Large parking spaces exist around the center, which ensures maximum comfort and happiness of customers in their experience with ICA.

ICA noted that its customers and the public can get the addresses of its customer happiness centers and offices throughout the state, as well as their contact phones and google map locations via its website ( on the link (ICA’s Centers) on its Homepage.

ICA asserted that it is keen on developing its services and its customer happiness centers both in terms of location, physical potentials, systems and equipment that enable its staff to provide the service, and in terms of the mechanisms, means and methods that ensure achieving the highest standards of customer comfort and satisfaction.

ICA added that it periodically revises the outreach of its customer happiness Centers throughout the state, based on the studies it conducts to identify the numbers of customers dealing with every Center and their preferences and their proportion to its service stations and other accessibility aspects such as car parking spaces and traffic intensity in the surrounding area, especially during rush hours, as well as other factors that may affect service accessibility and customer satisfaction, to enable the Center achieve highest standards of operational efficiency in all its operations.

ICA added that the aim of extending work hours in Customer happiness Center in Khalifa City to 5 p. m. is to increase the capacity of the Center and offer alternative flexible hours for customers, especially for employees, to enable them to perform their transactions easily and increase the timeframe during which the customers can receive the service, especially as the Center serves many area and suburbs that surround Abu Dhabi City.

Customer happiness Center in Khalifa City is located in the ground level of the Dome Building annexed to ICA’s main Head Office. It contains 18 service line with a capacity of about 1,400 customer/day.

ICA reminds again that, in addition to its Centers, it provides its customers with several channels through which they can receive their Emirates ID card related services, on top of which is the e-Form (my e-form) via its website, its mobile app through which the service can be provided anywhere and at any time, the corporate e-form, as well as more than 450 approved printing office throughout the state.

ICA noted that customers and the public can get the addresses of its customer happiness Centers and offices throughout the state and the nearest of them to the place of the customer, the time taken to reach it, the waiting time in each Center, contacts and google map locations on its website ( via the link (ICA’s Centers) on ICA’s Home Page.

ICA have 57 customer happiness Centers all over the state with a daily capacity of about 20,000 registration transaction, 24 of which are service Centers and 33 are service offices. Three of ICA’s main customer happiness Centers were classified as 5-Star, 5 were classified as 4-Star, in the International Star Rating System adopted by the Cabinet.

ICA encouraged customers to contact it, when necessary, via its communication and service channels it provides to them, on top of which its 24/7 Call Center number 600530003, Live Chat, “Contact Us” and “Contact General Director” on its website and its Facebook, Twitter and Instagram pages

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