Police officers urged to improve customer service

DUBAI — The Deputy Commander-in-Chief of Dubai Police, Major-General Khamis Mattar Al Mazina, has urged police officers to exert more efforts to improve customer service.


Amira Agarib

Published: Mon 2 Jun 2008, 1:11 AM

Last updated: Sun 5 Apr 2015, 6:21 PM

Maj-Gen. Al Mazina said the organisation's performance evaluation for the year 2007 conducted by the General Department of Total Quality, shows a decline in services provided to customers.

He warned that such decline in customer service satisfaction will have a negative impact on police work, adding that customer satisfaction should be among the top priorities in policing.

Maj-Gen Al Mazina was speaking at a ceremony held at Dubai Police headquarters to honour the police departments and police stations for making it to the top three positions in performance evaluation 2007.

He said the assessment teams carried out 52 visits to evaluate work in police departments and police stations.

The evaluation was aimed at identifying the aspects that needed to be developed with regard to organisational and administrative work and to implement projects to enhance police services.

He said that Dubai Police has introduced Secret Customer Award in which the 'secret customer' pays 'secret' visits and makes phone calls in order to evaluate the work of police departments.

Maj-Gen. Al Mazina said that among the difficulties faced by the evaluation teams was the attitude of some officers who considered the remarks of Department of Total Quality as interference in their job.

He pointed out that it was the result of evaluations that Dubai Police had won the Dubai Government Excellence Award this year. A number of police officers also were honoured as part of the Excellence Award, he added.

Maj-Gen. Al Mazina urged those working in police departments and police stations to cooperate with the evaluation teams and benefit from the criticisms in order to enhance their performance and services.

At the end of the ceremony, he honoured the top three police departments - the General Department of Human Resources, the General Department of Criminal Investigation and the General Department of Operations.

The top three police stations were Naif Police Station, Al Muraqqabat Police Station and Bur Dubai Police Station.

The General Department of Criminal Investigation was awarded the Best Practices of the Year 2007 for Security Islands Project.

The Dubai Police Academy bagged the Secret Customer Award for Site Visits and the Punitive and Corrective Establishment Department won the Secret Customer Award for Best Phone Response.

The Al Ghusais Police Station won the Secret Customer Award for Site Visits and Bur Dubai Police Station for Best Phone Response.

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