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Almadinah Smart Comprehensive Police Station is strategically aligned with U.A.E vision” To be the best country in the world achieving security and safety” with its main strategic innovative enabler “Promote innovation practices based on flexibility, proactivity and readiness within the work system”. The Smart centre initiative is implemented aligning with the strategic objective of the Ministry of Interior, which aims to ensure the provision of all administrative services in accordance with the standards of quality, efficiency and transparency.
Almadinah Smart Comprehensive Police Station is established to provide services to more than 82,000 customers within Ras Al-Khaimah and having partnership with almost 90 private and government entities, the Smart center was established based on Barjeel-Green Building Regulations that lead the smart center to more than 40% operational efficiency reduction in cost, as well it is green friendly smart center.
Customer experience;
The Smart centre is equipped with many leading innovative initiatives facilitating all the customer segments seamless journey such as “Smart POD accessibility by enabling smart contact from the POD dedicated Parking with the Almadinah Centre facilitating the service agent to finalize the service on spot , AI-Cameras capturing 100% of the customer demographic data and availing dashboards of the customers happiness before ,during and after having their services in the center with happiness results 97.78% during 2022, Way finding platform available for the customers to facilitate their smooth journey within the smart center used by more than 90% of the customers ,Smart services platform which increased the digital services usage to 81% of the services within the center in 2023 , Smart Serious Traffic Accidents Investigation that reduced the customer journey from at least 3 hours to 10 minutes maximum by using technology in registering the accident and calling for help immediately on spot , As well the center is equipped with VR Journey using metaverse for having more community interaction and enhancing the social responsibility ,and it is using the first Smart Suspension center in the MENA region which is having AI integration with the operational systems that resulting 24/7 availability and enabled the Smart Comprehensive Almadinah Police station to achieve 100% accuracy results in releasing the suspended guests within the specific time SLA.
The Smart Comprehensive Almadinah Police station is enabling innovation for both customers and employees as follows;
- We are certified with 11 ISO certificates in different fields such as ““ ISO 56002:2019 in innovation management , ISO 30401:2018 in Knowledge Management , ISO 44001;2017 in Partnership Management , ISO 9001;2018 ,ISO/ISC 27001;2013in security Management system and ISO 10006;2017 in project Management for security management “ a very important point to be mentioned the first 3 ISOs are considered the first time in U.A.E to be implemented within any other Police G.H.Q , As well“ GUINNESS WORLD RECORD 2019 as having The largest police patch in the world”.
Results and Impact
Since the official launching of the Smart Comprehensive Almadinah Police station we have resulted the following;
- 24/7 availability of the Smart Centre.
- 100% accuracy results.
- Increasing employee’s efficiency by increasing digital adoption to 95% by fully automating all the services by 100%.
- Reducing the received complaints by 30% during 2023 comparing to 2022.
- Resulting 97.78% of customers happiness and 100% of employee happiness in 2022
- Reducing the customer Journey by using innovation from 4 visit into immediate action with Zero “0” visits required to the center for Salamtk Package.
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Nomination Title: Project; Almadinah Smart Comprehensive Police Station, DR. YOUSEF ABDULLA MOHAMED ABDULLA ALTENEIJI
