Exceeding the Target: Municipality and Planning Department Ranks First in Customer Satisfaction by 93%



28 July 2019

Ajman Municipality and Planning Department ranked first in the field of customer satisfaction by 93% exceeding the general target of Ajman government which is 85% with positive gap in performance by 7.94%.


HE Abdulrahman Mohammed Al Nuaimi, Director General of Department, expressed his pride for the results achieved, indicating that this honorable achievement would never have been possible without the support of His Highness Sheikh Rashid Bin Humaid Al Nuaimi, Chairman of Department, along with the collective efforts of the sectors, departments and divisions in addition to the employees’ integrated objectives characterized in customer happiness.


He pointed out that the Department set a clear strategic plan to make the customer happy as the satisfaction phase has already been completed and we are striving to achieve the best performance indicating that the efficiency of work procedures and the team responsible for happiness adopted positive policies and striving to reflect them into reality, starting with changing the name of the customer service centers into customer happiness centers, passing through equipping the centers in a manner that provide an ideal environment to customers, and ending with converting most services to smart ones that are accessible by the customer anytime and anywhere in order to save time and effort.



He also stated that Ajman Excellence Program - General Secretariat of the Executive Council in Ajman conducted a practical study aiming at understanding the components of customer satisfaction in the government entities, assessing the quality of public service and identifying the strengths and opportunities for improvement in such services. Therefore, the study targeted a sample consisting 344 customers of the Department. The Department ranked first in terms of customer satisfaction for 2018, compared to the other government entities in Ajman which are 9 government entities participated in the study.

Engineer Noura Rashid Shattaf, Executive Director of Customer Happiness Sector, pointed out that the results of measuring the customers’ general satisfaction of 2018 indicated a positive improvement compared to the results achieved in 2017 by 10.73, indicating that the Department sought to provide customers with the best services accurately and within short period and that the Department worked hard to simplify and minimize the procedures significantly as staff paid attention to the customers’ views, took their suggestions and sought to immediately fulfill their needs.


Shattaf highly appreciated the efforts of the front office staff in the customer happiness centers who were qualified to deal with all society segments easily, indicating that the Department is proud of its achievements and will support and enable the process of developing the institutional performance, and will improve service provision, setting the development plans and initiatives.



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