The Department of Residency and Foreigners Affairs in Al Ain organized a workshop on the customer visiting management system for front desk staff members. The workshop aimed to introduce them to the new system that keeps track of service delivery at the department and the features offered by the system to the department, staff members and officials.

Colonel Khalifa Matar Al Humairi, Director of the Residency and Foreigners' Affairs Center in Al Ain, noted that introducing the new customer visiting system in the department falls within the framework of the project that was inaugurated by Lt. General HH Sheikh Saif bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Interior. “This project aims to develop the service delivery follow-up system (Q-System), an automated organization to receive dealers associated with the Ministry of Interior’s strategic plan to boost public confidence in the effectiveness of services provided,” he said.

Additionally, he indicated that the new customer visiting system provides the opportunity to track the performance indicators of front desk staff members and assess their effectiveness and productivity, and contributes to raising the level of customer satisfaction with the services provided to them.

He added that it measures the service performance through the average waiting time, the service delivery average time and the number of customers. “It also identifies the best employees, and provides alerts in cases of overcrowding, to participate in taking remedial solutions, identify the peak time and the means of dealing with these issues,” said Colonel Al Humairi. Moreover, he emphasized that the new system contributes to the application of the Emirates Government Service Excellence Program through the provision of real-time indicators for all services provided in the department.

For his part, Lieutenant Omar Al Muhairi from the Customer Service Department at the Ministry of Interior briefed the attendees on the system and its features for front desk employees. “The system is an integrated system designed to regulate the flow of customers and measure service delivery time and the efficiency of the performance of the employees,” he noted. He provided a comparison between the former system and the current system used in the department, and then presented a practical explanation of the system for the employees and officers supervising service delivery in the main hall.

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