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MoL staff trained to serve better

The Prime Minister’s Office at the Ministry of Cabinet Affairs held a workshop at the Ministry of Labour to train employees for the Emirates Distinguished Government Service Programme, during a seminar on Wednesday.

Addressing the workshop, Zakia Al Ameri, Director of Service Development at the Ministry of Cabinet Affairs, said that the best way of achieving customer satisfaction is by maintaining high standards and by responding to feedback.

“Our programme is based on four criteria — training of the staff of the government body, field trips to service centres, review of documents and feedbacks, and finally classification,” she said.

She said that the goal of the programme is to find new ways to approach and help customers.

“Many new residents fear to approach the government bodies like the Ministry of Labour, Ministry of Interior etc, because they think they will be arrested or fined for any reason. They should know that the main function of these bodies is to serve them,” she said.

“Government bodies serving people should adopt easier procedures to help increase customer satisfaction. For example, text messages to remind the customer if the health insurance or the car registration had expired and needed renewal,” Zakia added.

She said that some government departments are weak in communication and must be motivated to reach all customers across the UAE.

“A good example of customer reach is the Emirates Identity Authority, as they’ve posted messages all around, newspapers, radio, TV and even fliers on buses and taxis,” she said.

“Technological advances are not always the best option. We all would love to finish procedures online, yet some people wouldn’t know how to do so.”She concluded: “We work as a guiding compass to improve the performance of the employees of the customer service departments while financial and moral support is the responsibility of those departments.”

ahmedjamal@khaleetimes.com