The session was addressed by Ahmad Bin Byat, Secretary General of the Executive Council, Salem Khamees Al Shaer, Director of Dubai e-government, and Ahmad Nuseirat, General Coordinator of Dubai Government Excellence Programme.
The workshop was organised to familiarise government employees with the new system for receiving, registering and resolving complaints. Nearly 70 representatives from government departments participated, including a team from the e-Government division responsible for installing the system.
The workshop included a presentation on the goals, various stages, and tasks to be undertaken by government departments to ensure effective implementation of the system.
Bin Byat said: 'The new customer complaints system is in line with the Dubai Strategic Plan 2015 announced by His Highness Sheikh Mohammad Bin Rashid Al Maktoum, UAE Vice-President, Prime-Minister and Ruler of Dubai, to enhance the level of government services to meet customer expectations.'
Bin Byat stressed that the system is an effective mechanism to better interact with customers and enhance government services while adhering to the international best practices.
The system will be implemented in three phases. The first phase will focus on six government departments, Health and Medical Services, Dubai Police, Dubai Electricity and Water Authority (DEWA), Dubai Naturalization & Residency, and Roads and Transport Authority (RTA). The second and third phases will integrate all the remaining departments.
The system will be used to log customer complaints on mistreatment, poor performance, unfair actions by government departments and delays if any. It will also help enforce penalties against erring departments.
Al Shaer said: 'We believe this system is one of the most important new initiatives to be offered by the Dubai e-government to help raise government services to the best global standards.'
Customers will be able to access a unified system for complaints through the official Dubai Government website (www.dubai.ae) and websites of individual departments.
Autor(en)/Author(s): Lara Lynn Golden
Quelle/Source: AME Info, 09.04.2007
