Department of Land and Real Estate Regulation, Ajman Government, Ajman, United Arab Emirates: Innovative achievements in Customer Satisfaction

Total 575 words used.

To ensure the achievement of its strategy, the Department of Land and Real Estate Regulation in Ajman developed and implemented a group of innovative initiatives that were designed and implemented in a way that contributes to achieving the targeted levels to enhance customer happiness, among these initiatives:

• Launching a group of initiatives and projects to improve the customer’s experience in obtaining the services provided, including the real estate calculator to facilitate obtaining land prices in Ajman, the digital transformation project, and the launch of the e-services portal, the 4D project: a smart application that provides information about real estate projects, and “Investor” application that provides indicators for the market to encourage investors.
• Launching the digital wallet project, which allows the customer to obtain real estate documents by linking with UAE Pass
• Ownership fees calculator project, which makes it easier for the customer to calculate the required fees, making it easier for the customer to estimate the fees and costs for obtaining services.
• Conducting several projects and studies and launching new laws and policies which contributed to improving and simplifying the department’s procedures and services (such as reviewing the real estate registration law).
• Launching the electronic ownership project.
• Launching the new owners’ committee system project.
• Launching multiple process re-engineering projects, conducting comprehensive studies in 2022 for all services and re-engineering their procedures, resulting in:
  • 100% digital transformation in the department’s services.
  • Reducing average waiting time from 11 to 3 minutes.
  • Reducing transaction time by 243% to 2.23 minutes.
  • Improving transaction accuracy to 100%.
  • Improving customer satisfaction to 97% in H1 2023.
  • Activating 20% of services as proactive and interconnected services.
  • Reducing the percentage of complaints to 1% for each 100 thousand transactions.
• Full review of the service manual by involving customers.
• Conducting a future foresight workshop and setting an execution plan.
• Conducting awareness workshops and marketing plans to enhance the level of customer awareness of service requirements.
• Providing on-site services for elder people by sending customer service agents to their residence.
• Awarded best entity in customer satisfaction in Ajman Government Excellence Program in 2022.
• Acquired 3 international certifications in customer happiness, 10004, 10002, and 10001.
• Achieving 94.8% in the international customer experience standard assessment (ICXS).
• First local entity in UAE to achieve 5 stars in the Global Star Rating program and sustaining the rating in 2022.
• Achieving 94% in mystery shopper assessments 2023.
• Awarded the mystery shopper award in 2021 from Ajman Excellence Program, 4^th assessment cycle.
• Awarded the service entrepreneurship award in 2021 from Ajman Excellence Program, 4^th assessment cycle.
• Certified in business continuity management systems, sustaining service continuity 24/7, in accordance with ISO 22301 and NCEMA standards (National Emergency Crisis and Disaster Management Authority)
• Launching multiple projects related to customer welfare and happiness such as:
  • Service co-creation initiatives.
  • Customers brainstorming workshops.
  • Regular meetings and focus groups with customers.
  • Inviting customers to national ceremonies.
  • Launching Voice of Customers program.
  • Launching the instant happiness meter.
  • Improving communication with people of determination (allocated counter and employee, people of determination friendly website).
  • Business centre and self-service for customers.
  • Service facilities and all customer needs provided within the service centre.
  • Customer parking facilities expansion project.
  • Customer happiness initiatives (gifts, free medical checks, various consultations).
  • Customer competitions.
  • Free hospitality.
  • Children friendly corner.
  • Training customers on using the department’s systems and service platforms.
  • Customer preferences and needs study.
  • Establishing the investors digital club provided with statistics and investing incentives in Ajman.
  • VIP services and investors service packages.
  • “Absher” initiative.