90% success rate for DNRD e-complain system

The e-complain system which was launched under the directives of the Dubai Executive Council is set to ascertain the weak spots and raise the standards of customer services within DNRD.

It has contributed to enhancing DNRD's responsiveness and their established ability to offer suitable solutions to any complaint received within 7 working days.

To that end, Brigadier Mohammed Ahmed Al Marri, Director of DNRD said: 'We at DNRD are very proud to be amongst the pioneers to implement this system in Dubai to ensure speed, quality and transparency of our services. Less than 200 complaints have been registered through the system in the past few months and via our ongoing Amer service, and I am glad to announce that we have resolved almost all of these cases and ensured customer satisfaction in accordance with the scheduled seven-day period.'

Following the implementation of the system, DNRD launched an advertising campaign announcing to the public via radio and television the official start up of the e-complain system whereby residents, visitors and nationals can log their complaints either through www.ecomplain.ae, www.amer.ae or dialling a toll free number 8005111. Prior to the implementation of the system, DNRD appointed special teams that receive complaints and forward them to the concerned departments, monitor the flow of complaints and observe how quickly and efficiently they are resolved.

The system is being implemented in cooperation with the Dubai Government Excellence Award in six government departments simultaneously. The entire process is evaluated by the Dubai Executive Council to ensure prompt feedback, transparency and suitability of the proposed solutions.