The Municipality and Planning Department – Ajman (MPDA) reviewed the best practices in the field of customer happiness, during its meeting with a delegation from the Department of Economic Development (DED) in Umm Al Quwain, as part of the joint keenness to exchange the best experiences and strengthen cooperation and joint coordination.
The visiting delegation was received by Mr. Marwan Mohammed Al Nuaimi, MPDA’s Director of the Service Centers Department, stressing at the beginning of the meeting that the MPDA is always keen on improving the customer experience, improving and developing smart services to suit their needs and exceed their expectations with high quality and professionalism, and improving work to provide the best to customers and enable them to complete their procedures within record time, setting integrated plans to achieve the desired goals and relying on qualified and ambitious cadres capable of dealing with various groups and segments by using the latest technical resources to ensure the achievement of the highest levels of customer satisfaction.
The MPDA has received a myriad of local and international awards in appreciation of its efforts, and in recognition of its accomplishments and daily work in the field of customer happiness, Al Nuaimi said, speaking about the rates recorded by the MPDA in the vital field, obtaining 99% in the Instant Happiness Index, and recording 100% in customer trip fees, as well as obtaining 99% of compliance with the customer charter.
Al Nuaimi said that the MPDA has adopted multiple channels in the field of communication with customers, including the Qarib channel, the MPDA’s website, the unified call center, the approved WhatsApp channel 80070, the e-chat, and e-mail, in addition to the MPDA Smart Application, stressing the constant endeavor to enhance communication and learn about suggestions and comments of customers, and referring bright ideas to decision makers and turning them into realistic projects.
For her part, Samira Saleh Al-Rand, Director of the Customer Experience Improvement Department, gave a presentation to the attendees on the MPDA’s efforts and projects in the areas of enhancing the quality of life of customers and the well-being of society, cementing trust between the community and the MPDA, and enhancing competitiveness and sustainability.
During the visit, the two-sided discussed complaints and suggestions system, how to work with it, the procedure followed and the flow of the process in the system linked to the artificial intelligence-backed RASID system, the Raqeeb system, sorting complaints according to operations and services, and sorting complaints in terms of speed and complexity, so that the MPDA could obtain the ISO/ISO10002 14 certificate for handling customer complaints. The MPDA also received the international award from Ideas UK for two years running.
For its part, the visiting delegation appreciated the MPDA’s cooperation and its keenness to open horizons for mutual coordination between the two sides to serve the interest of the customer and provide the best for all, stressing that the MPDA is an ideal model worthy of circulation and that followed procedures and standards that have achieved the best results should be acquainted of.
The DED’s delegation commended the effectiveness of focusing on the performance of services on a regular basis, while reviewing customers’ insights and achieving continuous improvement. On the other hand, it appreciated the annual incentive system for front-line employees to increase their productivity, as they are the DED’s main driver.
The visiting delegation honored the MPDA, in appreciation of their efforts and warm reception.
