The Municipality and Planning Department – Ajman, hosted a delegation from the Ministry of Health and Prevention in a coordination session aimed at showcasing best practices in customer service excellence and the application of the global star rating system for services, in addition to exchanging expertise in developing service delivery channels, innovation, and activating complaints and suggestions systems.
In this regard, Eng. Noora Rashid Shattaf, Executive Director of the Strategy and Customer Happiness Sector, expressed her appreciation for the visit, led by Ms. Amal Al Marzouqi, Director of the Customer Happiness Department at the Ministry. She emphasized that the Municipality is keen to strengthen collaborative efforts and mutual coordination with all entities and departments, to promote the interests of all parties and achieve the desired positive outcomes.
Excellence in Customer Service
During the meeting, the Department’s experience in implementing the Customer Service Excellence program was reviewed. The Department’s success in achieving a 6-star rating in the Global Star Rating System was highlighted, along with the awards and accomplishments it has achieved at both local and international levels, thanks to its commitment to the highest global standards and innovation in service delivery.
The meeting also included a presentation on the service strategy and the performance management system for service indicators, the implementation of the “Zero Bureaucracy” methodology, the development of service packages, and workshops for engaging partners and customers, in addition to the mechanisms for empowerment and recognition, employee incentive and reward systems, and a review of customer classification studies and the improvement outcomes applied in practice.
Both parties also discussed the technical and operational features of the Rasid (CRM) system for managing complaints and suggestions, and provided an overview of the service delivery channels, which include service centers, the website, and the smart application.
Continuous Coordination
For his part, the delegation from the Ministry of Health and Prevention expressed its pride in the ongoing collaboration with the Department and recommended maintaining continuous coordination to arrange joint workshops and knowledge-sharing sessions for the Ministry’s staff, to leverage the Department’s leading experience in government excellence and service development.
