Department of Land and Real Estate Regulation, Ajman Government, Ajman, United Arab Emirates: Innovation in Customer Service, Planning and Practice

Total 585 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 improving customer service practices, among these initiatives:

• Launching multiple process re-engineering projects, conducting comprehensive studies in 2022 for all services and re-engineering their procedures, resulting in:
  • Reducing the number of services from (67) to (55).
  • 100% service automation.
  • Enabling services on Ajman One application.
  • Linking with UAE PASS to facilitate the login to the e-services portal.
  • Implementing a project to re-engineer and develop the e-services portal and update the department’s website.
  • 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.
  • Concluding (5) partnerships in service quality and customer experience, enhancing connection with partners, and reducing the number of visits made to the department to (1) visit to complete all transactions.
  • Activating 20% of services as proactive and interconnected services.
  • Reducing the percentage of complaints to 1% for each 100 thousand transactions.
  • Implementing a project to revise and audit databases to reach 100% accuracy, completeness, and modernity of customer databases.
  • Implementing information security and protection policies based on ISO27001.
  • Launching a smart tracking system that enables the customer to follow the progress of the transaction, the completion status, and any required follow ups.
  • Ranked 1^st in international competitiveness standards for business conducting easiness (property registration services).
     
• Full review of the service manual by involving customers.
• Conducting a future foresight workshop and setting an execution plan.
• Conducting workshops and innovation labs in design thinking and benefiting from customers’ suggestions and ideas in designing and improving services. (31%) of the department’s services were improved based on customer feedback.
• Designing and improving the customer journey in obtaining services.
• Training and qualifying service employees to be comprehensive employees and enhancing their ability to handle all customer segments.
• Motivating employees and giving incentives, which reflected positively on the service level.
• Conduct weekly open meetings between customers and the General Manager where he personally provides services for customers.
• 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.
• Launching the Chat Bot which provides a smart way of tracking open transactions.
• Implementing artificial intelligence customer service.
• Implementing the Metaverse project which serves as a smart channel for services.
• Conducting service demand forecasting studies to improve the centre’s capacity.
• First local entity in UAE to achieve 5 stars in the Global Star Rating program and sustaining the rating in 2022.
• Implementing annual studies to measure and analyse the level of customer satisfaction and implementing a set of initiatives to enhance their level of satisfaction.
• 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).
• 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 “Absher” and other customer facilities.