The Municipality and Planning Department – Ajman (MPDA) received a delegation from Fujairah Municipality, headed by Mr. Abdullah Al Khadim, Director of Customer Happiness Centers Department, to learn about the best practices followed in the MPDA for customer happiness and the plans set for zeroing bureaucracy, during the delegation’s visit to the City Center, in harmony with the aligned work to strengthen joint cooperation and open horizons for coordination, exchange of experiences, and positive project outcomes.
The meeting discussed zeroing bureaucracy – next-generation services, reviewing the mechanism for handling complaints and observations in the call center, service indicators and how to measure them, and indicators related to customer satisfaction and how to publish the customer happiness survey.
Mr. Marwan Mohammad Al Nuaimi, Director of Service Centers Department at the MPDA, explained that ensuring life quality and community happiness is a priority and a main goal, and therefore, they strive to provide ideal services and enable customers to reach them, emphasizing the MPDA’s commitment to the values of flexibility and proactivity and following ideal methodologies to ensure customer happiness.
Al Nuaimi stated that the ambitious competencies in the main Customer Happiness Center are qualified to deal with all segments of society, possess a positive spirit for immediate assistance, and have qualitative experiences and capabilities.
The meeting included a review of the awards, achievements, and international specifications and standards that the center participated in obtaining, bureaucracy elimination, service packages, the mechanism for involving partners and customers in workshops, presenting improvement outputs and their applications, presenting a study of customer classifications, and presenting the service indicator performance management system.
The meeting reviewed the features of the smart reporting system and the mechanism for displaying and extracting reports on the performance of services provided through various service delivery channels and their follow-up, and the features of service delivery channels which include the service center, website, and smart application.
The two parties discussed the mechanism of the opinion poll center in measuring customer happiness through key stages, which include preparation, data collection, results display and publication, in addition to reviewing the mechanism, characteristics, and features of the RASED system, and the suggestions and complaints system at various stages of handling complaints, as well as reviewing systems and policies, response mechanism, and targets and results related to commitment to closing requests within the specified time.
For its part, the visiting delegation praised the Department’s efforts and qualitative achievements, and its effective response to reviewing the most important experiences and positive results that benefit the community.
