Thursday 07 March 2019
The Federal Authority for Identity and Citizenship presents its experience in participating in the Emirates Government Services Excellence Program and the Global Star Rating Program (7-star rating adopted by the government) to a delegation from the Ministry of Community Development.
This presentation was made during the visit of a delegation from MOCD headed by H.E. Nasser Ismail, Acting Undersecretary of MOCD, to ICA’s Customer Happiness Center in Al Barsha. Nasser Al Abdouli, Director of the Customer Happiness Centers Support Department, presented to the delegation a brief on ICA’s experience in Emirates Government Services Excellence Program, through which ICA aims at improving the services provided to customers by implementing the Program. This in turn would contribute to developing its competences and promoting its competitiveness across the service sectors in the State.
In Addition, Amira Al Khouri, Head of the Services Leadership Section in ICA, presented on the services provided to customers and the criteria approved in this field as well as the mechanisms and practices adopted to achieve customers’ happiness. She emphasized that these factors have contributed to achieving excellence in the field of providing services and achieving a 5-star rating in 4 of ICA’s Customers Happiness Centers out of 7 governmental centers which achieved this rating in the third edition of the Global Star Rating Program for services 2018.
Al Abdouli and Abdul Nasser Al Ali, Acting Director of the Customers Happiness Center in Al Barsha, accompanied the visiting delegation on a tour to the different departments of the Center. They listened to an explanation on the nature of the work, registration and ID issuance procedures, and other services provided by the Center to achieve customer happiness.