Thursday 8 April 2010
A lecture on “Secret Shopper” at the Licensing Department
The Department of Customers Service of the Directorate General of Strategy and Performance Development at the Secretariat General of the Office of HH the Deputy Prime Minister and Minister of Interior has recently delivered a lecture at ADP Department of Traffic and Patrols, about the “Secret Shopper” System in ADP. The lecture was delivered by Lt. Colonel Nasser Khadim Al Kaabi, Director of Customer Service.
Lt. Colonel (Engineer) Hussain Ahmed Al Harthi, Director of ADP Traffic and Patrols Department, a number of officers and NCOs of the Department were present during the lecture.
The lecturer spoke about ADP strategy to promote performance level and to deliver distinguished services to the public through continuous review of strengths and weaknesses to gain customers trust.
He also mentioned the key fulcrums that enable continuous improvement of services. He drew attention to the importance of making procedures clear and simple and employees’ flexibility and interaction with the public. Employees should be encouraged to innovate.
The lecturer reviewed the Secret Shopper System adopted towards the end of the year 2009 for one year, in collaboration with Specialized Consultancy Company. The System was implemented in 14 service Departments and 18 police stations in Abu Dhabi, Al Ain and Western Region, as an effective tool to develop and promote services delivered to the public.
He added that the Secret Shopper aim was to improve image, performance and to develop the services delivered by Police Organization to the public at all service locations and to increase awareness of customer service culture.