Big changes start at Fujairah centre after being named one of the worst
The Mohre centre in the emirate was among the five worst performing centres on the list.- Alamy Image
Fujairah - The most significant change was that its manager's office had been moved to the service hall.
It hasn't been a week since the best and worst government centres were named, but the Ministry of Human Resources and Emiratisation (Mohre) centre in Fujairah, one of the poor performers, has already undergone a remarkable transformation.
And the most significant change was that its manager's office had been moved to the service hall - right where customers can easily see it.
"This makes the centre's manager more approachable and closer to the public, making it easier for everyone to talk to him face to face without barriers and in a convenient way," said Khalid Al Kaabi, the newly appointed manager of the centre.
The Mohre centre in the emirate was among the five worst performing centres on the list that was recently announced by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai.
For Al Kaabi, "customer service work has to be based on providing better services to the public and bringing them happiness". It is always better to directly listen to customers' needs so that their concerns can be attended to in the best possible way, he added.
On the first day of his appointment, a comprehensive reshuffle plan for the entire centre had been put in place.
"This is in pursuance of the directives of Nasser bin Thani Juma Al Hamli, Minister of Human Resources and Emiratisation, and under the supervision of Mona Walid, the ministry's acting undersecretary for Emiratisation affairs."
Soon after the change has been implemented, the centre has served 51 customers, registered 33 jobseekers in the Emiratisation Gate, and processed 18 contracts of Emiratis, Al Kaabi said.
"All customer service staffers are set to undergo intensive training courses to improve their performance. More service counters will also be installed to speed up the processing of all transactions."
Customers happy with the change
Khalid F., an Emirati, said allowing customers to see the manager more often is a good move as it will enable better communication.
"This is actually the first time I saw his face," he said.
"This will significantly help improve the quality of performance, and give customers the feeling that the manager is reachable. It also reminds staff members that their manager is watching and assessing their performance and how they deal with customers."
Centre's improvement strategy
>Manager's office was moved to the service hall, near customers
>Reshuffle plan put in place for the entire centre
>All customer service staffers are set to intensive training courses
>More service counters will be established to speed up transactions