25 MoI and ADP Entities Obtain the International Customer Service Standard

The General Secretariat of the Office of His Highness Deputy Prime Minister, Minister of Interior honored 25 entities from the Ministry of Interior and the Abu Dhabi Police GHQ that have been awarded the International Customer Service standard Certificate. 



The ceremony, which was recently held at the Decision Support Center at the Abu Dhabi Police Departments’ building, was attended by a number of officials including; Major General Nasser Lakhrebani Al Nuaimi, Secretary General of the Office of HH Deputy Prime Minister and Minister of Interior; Brigadier Umair Mohammad Al Muhairi, Deputy Director General of Police Operations and General Supervisor of Strategic Priorities of Police Operations; and Brigadier Engineer Hussein Ahmed Al Harthi, Director of the Traffic and Patrols Directorate at Abu Dhabi Police. Also attending were Brigadier Maktoum Ali Al Sharifi, Director of the Capital Police Directorate; Brigadier Obeid Belhubalah Al Kutbi, Head of Selection and Recruitment Department at Abu Dhabi Police; Colonel Abdul Hakim Saeed Al Suwaidi, Head of the Abu Dhabi Police Cases Affairs Department; and a number of officers.

Major General Nasser Lakhrebani Al Nuaimi congratulated the entities for obtaining the certificate, and called on the honored teams to exert further efforts to develop their performances in various fields. In his speech on the occasion, he stated that the success and achievements attained by the Ministry of Interior and the Abu Dhabi Police GHQ, particularly in the area of customer service, are in line with the strategy established in this regard. He also noted that the main challenges facing the Ministry and the police entities presently and in the future are mainly administrative, based on customer care and service development.

Moreover, the Secretary General underscored the importance of the administrative and institutional development process. He called for boosting for boosting efforts to increase customer satisfaction and to raise awareness on the important courses related to customer service to ensure the optimal choice of the qualified human cadre. 
For his part, Lieutenant Colonel Nasser Khadem Al Al Ka’bi, Director of Customer Service at the Strategy and Performance Development Directorate General, welcomed the audience. In his speech, he praised the Police leadership’s keen interest to motivate and honor its departments and staff members, as well as to follow-up its projects and tools’ outcomes so as to develop services, and qualify human cadres. He also reiterated the leadership’s keenness to enhance the provided services and to contribute the best strategic solutions in the field of customer service.
Furthermore, Al Ka’bi noted that the Ministry has adopted a comprehensive development project within its strategic plan’s priorities, with a view to boost public trust and increase customer satisfaction. These projects include the Customer Service Charter, and the development of organizational units within the organizational structure, to meet the requirements and needs of its customers and receive their inquiries and feedbacks, in accordance with a distinguished institutional work system. 
He also indicated that the Ministry had applied the Secret shopper Program to measure the quality of its services, as well as other strategic projects, programs, and initiatives; with a view to develop institutional performance and enhance the level of services beyond customers’ expectations.
“Implementing the International Customer Service Standard project is one of the leading projects implemented by the Ministry and the Abu Dhabi Police GHQ, to keep up with the global rapid developments in the field of customer service. This aims to achieve the goals of the UAE’s 2021 vision, aimed at providing efficient services and customer care. It also embodies the Abu Dhabi Government’s 2030 Strategic vision, to promote world-class quality of service; for the benefit of all customers,” he added. 
He pointed out that the project aims at qualifying all services departments and police stations, as per international-best practices to obtain the International Customer Service Standard certificate, in cooperation with the International Customer Service Institute in the United Kingdom (TICSI). The Institute has developed the International Standard for Service Excellence, with the objective of making it the global standard for quality customer service since 2005. It was also adopted as the exclusive entity for International Customer Service Standard by the British Standards Institution. 
“The project has been implemented by the Abu Dhabi Police GHQ since 2009, as one of the strategic priority initiatives “community confidence”. It sought to qualify 36 service departments and police stations in multiple stages during 5 years,” he noted. 
He indicated that the first phase was completed in 2009 wherseas 4 services entities qualified and obtained the International Customer Service standard certificate, and 739 staff members received training in customer service. The second phase was completed in 2010, upon which 10 services entities obtained the International Customer Service Standard certificate, and 2494 staff members completed training in that area. 
“The third phase was completed in 2012, whereas 11 services entities from the Ministry of Interior and the Abu Dhabi Police GHQ qualified and obtained the International Customer Service Standard certificate, and 1135 staff members completed training,” he added. 
“Work is currently underway to implement the fourth stage of the project, to qualify 7 services entities from the Abu Dhabi Police GHQ to obtain the International Customer Service Standard certificate. . Completion of this stage is expected to be completed by October 2013,” he continued. He also noted that 6 services entities are expected to be qualified during 2014, in accordance with the project’s implementation plan. A total of 219 training courses in customer service organized during the already implemented stages of the project, benefitting 4368 members from the services entities of Abu Dhabi Police GHQ. Another 8 internal auditing courses were implemented benefitting 97 staff members who obtained internal auditors’ certificates.
Lt Colonel Al Al Ka’bi expressed his thanks to the work teams and all parties in charge of implementing the project. He also congratulated the departments and police stations that have been awarded the International Customer Service Standard certificate, stressing the importance of cooperation and teamwork. He also reiterated the importance of accepting and understanding criticism to enhance the quality of services provided to citizens and residents in the country, wishing everyone further success. 
At the conclusion of the ceremony, Major General Nasser Al Nuaimi, accompanied by Lieutenant Colonel Nasser Al Ka’bi and the Regional Director of the International Customer Service Institute (TICSI) for the Middle East and Africa region, honored the main team that worked on implementing the International Customer Service standard. They also distributed the certificates to the achieving teams that have been awarded the certificate, namely; Entry Permits and Residence Visas Department; the Vehicles and Drivers Licensing Department; Emergency and Public Safety Department; Community Police Department; the Selection and Recruitment Department; Weapons and Explosives Department at Abu Dhabi Police; Civil Protection Department in Ajman; Traffic and Patrols Directorate; Capital Police Department; Peripheral Areas Directorate at Abu Dhabi Police; as well as Al Khalidiya, Al Shabia, Al Madina, Musaffah, Rahba, Bani Yas, Khalifa Police Stations in Abu Dhabi, Zayed City, Ruwais, the Western Region, Al Morabaa, Al Jimi, the Industrial Region, Al Maqam, and Zakher in Al Ain.