The municipality recorded a quantum shift in the volume and level of services rendered to the public through various service delivery points at the head office or external municipal centres.
There was a record achievement in serving customers, which is an indicator of the improved quality processes made over the past year, the municipality said.
In the last quarter of the past year, the municipality added 19 new services deliverable through its customer service centres, including 16 services pertinent to urban planning division, two services for procurement division and one service for contracts attestation section.
Last December, the municipality launched e-Kiosks self-service to enable customers to process their transactions on the spot through these kiosks deployed at various locations, including customer service centres at the head office, municipal external centres, malls, and petrol stations.
Earlier last year, the municipality inaugurated 115 new online services, town planning, infrastructure and municipal services enabling its customers to avail these services wherever they are and whenever they want.
The new services are in line with the municipality’s commitment to facilitate, and streamline procedures and save customers’ time and effort as spelled out in the municipality’s master plan to upgrade its services.
In mid of 2011, the Municipality of Abu Dhabi City embarked on the implementation of Customer Relations Management policy with a view to linking customer service systems under one platform capable of delivering 70 e-services, including land, properties, urban planning, roads, spatial data, parks and gardens services, which echoes the municipality’s strategy of sustainable development.
The Municipality of Abu Dhabi City has made a quality shift in the level of services delivered to the public through opening three external centres at Al Bateen, Al Wathba and Al Shahama early last year.
These centres are fully equipped to deliver all municipal services, except sale and purchase, thus easing pressure on the head office and bringing the services closer to customers thus saving their time and effort.
Earlier last July, the municipality opened a new subsidised food distribution centre to serve citizens at Musaffah, Mohammed Bin Zayed City, Khalifa City (A and B), Bani Yas and the neighbourhood, thus bringing the number of service outlets to nine.
The municipality introduced started work on Saturdays at its external municipal customer centres in order to deliver best services to the public and introduce a flexible mechanism.
The municipality also launched the mobile car service to serve people with special needs, elderly, widows and divorcees. The municipality’s delegates reach out to them at their localities in vehicles equipped with electronic and comprehensive equipment.
Sunday and Tuesday of each week have been designated to service clients from the Metropolitan area, and Monday, Wednesday & Thursday have been earmarked for external regions of Abu Dhabi city, starting from 8.00am until the 4.00pm.
Mohammed Ali Al Murar, director of Customer Service at the municipality, said that the customer service strategy adopted by the municipality contributed to processing a large number of transactions through offering services at the external municipal centres without obliging customers to report to the head office.
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Quelle/Source: The Gulf Today, 06.01.2012
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