DNRD granted Customer Care Excellence Award

The award witnessed a participation of more than 2000 government and private entities of various sectors in the region where 4 awards were granted to UAE and one award was given to Oman and Saudi Arabia.

During the annual ceremony held at Burj Al Arab on February 22, First Lieutenant Khaled Bin Medea, Head of Electronic Projects Department at DNRD received the award from Mohamed Omar Abdullah, Undersecretary for the Abu Dhabi Department of Planning and Economy.

DNRD is one of the leading government entities that offers a vast array of value-added services dedicated to simplify and expedite customers' procedures and reduce queuing in all DNRD offices and external centres spread across the Emirate. Key services that gained recognition at the award include the on-line services such as the e-form (www.eform.ae) specifically designed for downloading entry permits applications, and e-dnrd (www.ednrd.ae) set for applying and issuing electronic visas.

Other DNRD proactive measures to enhance customer satisfaction that qualified them for the award are, the extension of working hours, providing multi-tasking employees that can finalise several transactions at one counter, setting up of ladies section and introducing effective communication channels through Amer service, and is open to customers' suggestions, enquiries and complaints.

Major General Mohammed Ahmed Al Marri, Director of DNRD said, "We are very proud to gain this acknowledgement and we will continue offering innovative services to achieve maximum customers satisfaction. One of our latest unique services introduced to our customers beginning of 2009 is the Mobile Visa (M-Visa) which is considered a technological breakthrough where visitors receive an encrypted code via their mobile phones and can be transcribed into an actual visa upon entry to Dubai."

According to Ali Al Kamali, CEO of the Institute, "The Middle East Institute Award for Excellence congratulates DNRD for winning this award which comes as recognition to their on-going efforts in creating a very strong culture of customer service within its various sectors."

The ceremony was attended by dignitaries from the government sector, private sector, diplomatic corps, executives in communication and customer care centers, in addition to regional and international media.

The 3rd Middle East Customer Care Award is one of the most distinguished awards given in recognition of the highest levels of customer service in government institutions and the business sector in the region, in an aim to develop a culture of well-established customer care across the Arab region.