Ajman Municipality and Planning Department Organizes “Customer Experience Journey” Partners Council

19 June 2019

The Municipality and Planning Department in Ajman organized a partners council entitled "Customer Experience Journey " which connected the department with local partners to discuss ways of developing related services and upgrading them to better serve the customers’ best interests.


At the beginning of the council meeting, Engineer Noura Rashed Shataf, Executive Director of the Customer Happiness Sector said that the department adopts all initiatives that strengthen cooperation with its partners and provide ways to enhance the quality of the services offered to the customers. She emphasized that customer satisfaction and happiness with the provided services has notably become the main priority of focus in the department, since the success of any department is measured by the extent to which services meet the customers’ expectations and how satisfied they are with the quality of these services.


Shataf also stated that the department believes that all the departments of the Emirate operating under the umbrella of the Ajman government complement each other, and must work in an integrated manner. This urges everyone involved to intensify their efforts and provide top-grade services to all customers. She also highlighted that related services that require the involvement of more than one department demand more cooperation, requiring everyone to do their absolute best so that the customer can receive ideal services easily and quickly.


Shataf explained that the department has made the decision to create this council in order to discuss several important areas that can benefit all departments in the Emirate, as well as to shed light on the most important issues facing the departments during the provision of services. This council aims to develop methods for improving different services and find ways to make the customer’s journey is easier and simpler. She lastly voiced her confidence in everyone’s ability to launch effective initiatives that contribute to the development of services.


For her part, Ms. Hind Salem Matar Al Shamsi spoke about the department's experience in achieving complete digital transformation of all the services provided to the public, indicating that the highly qualified professionals in charge of developing smart services have received tremendous support from His Highness Sheikh Rashid bin Humaid Al Nuaimi Chairman of the department as well as His Excellency Abdul Rahman Mohammed Al Nuaimi, Director General of the department, who were keen on offering their unlimited support for the digital transformation of the department. Digital transformation has made the department an icon of excellence, setting a great example for partners to follow in the department’s footsteps. 



For her part, Ms Maryam Hamad Al Shamsi, head of the partnerships section at the department, explained that the department has organized four seminars with the department's partners who contributed to completing the services provided by the department to its customers. The first seminar focused on developing the customer’s experience in the area of issuing lease, residential and commercial contracts. These services are carried out in cooperation with the  Department of Economic Development, Federal Electricity and Water Authority, Ajman Sewerage Company and the General Directorate of Civil Defense.


Al Shamsi added that the second seminar focused on the a number of services, including issuing a certificate that marine transport is free of health pests, issuing a certificate of validity for exporting foodstuffs, requesting the release of health food shipments, and requesting to issue a certificate to export fish products to EU States with the Ports and Customs Department. The third seminar reviewed several initiatives undertaken by the department in cooperation with the Public Transport Corporation to improve the services of issuing or renewing a health vehicle permit, and the services of requesting accreditation or renewal of environmental vehicles.


It is also worth mentioning that the fourth seminar reviewed several initiatives and suggestions for developing the services of requesting the approval of chemical exports as well as requesting the release of hazardous chemicals.




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