MoI Launches Service Channel to Receive Customer Complaints as a part of its Smart EServices

Via Instant Messaging Chat System

ABU DHABI, United Arab Emirates-Saturday 1 October 2016 [ AETOS Wire ]

The Ministry of Interior launched a service channel to receive customers’ inquiries and complaints around the clock, through the Instant Messaging (IM) system. This system was linked with the rest of the service delivery channels, including the smart phone application UAE-MOI, the MoI's website, the Fawri express smart system, adopted by the Naturalization, Residency and Ports Affairs Sector, as well as the portal related to the prevention and safety measures of the Civil Defense Sectors. This measure aims to cater to  the needs of customers and offer them easy access to information around the clock.

 

Brigadier Eng. Hussein Ahmed Al Harithi, Director General of Electronics and Telecommunications Services at the Ministry of Interior, noted that the ministry’s competent staff members handled as many as 92,113 e-conversations from the public between January 1, 2016 and September 20. “The average response time to the incoming calls was 31 seconds per call, with a 90 percent rate of overall satisfaction,” said Brigadier Al Harithi.

 

Additionally, he pointed out that the number of applications received by the MoI through its smart phone application UAE-MOI, the MoI's website and the IM Chat amounted to 1827 requests between September 9- 17, 2016 (during Eid Al Adha holiday). “The average response time to each conversation was one minute and 12 seconds, with a 92 percent satisfaction rate,” indicated Brigadier Al Harithi.

 

The Director General of Electronics and Telecommunications Services underscored that the Ministry of Interior, through its electronic and smart services, provided customers with the opportunity to assess the quality of service and of informative data provided to them, within the framework of implementing the smart government and the higher leadership’s vision. “The government has issued its directives for service centers to operate 24 hours a day, 365 days a year, to offer hospitality like hotels, to ensure fast delivery and process of services, provide strong actions, respond quickly to developments, find solutions to challenges, facilitate people’s lives and ensure  their happiness.

 

The Ministry of Interior had launched the instant messaging service for the public via its website www.moi.gov.ae and smart phone application UAE-MOI, so as to enhance effective communication channels with customers. The ministry has assigned an employee to respond to the various queries related to the Ministry’s electronic and smart services and to receive complaints. It is worth mentioning that this service is also available for people with special needs.

 

Furthermore, the Ministry of Interior has provided the IM Chat service in Arabic and English, and via email, should the employee assigned to respond to customers’ queries is busy, which allows the applicant or the inquirer to send his notes and communicate later with the employee in charge.

 

The Ministry also called upon the public to avail of the new service and to submit their proposals and inquiries around the clock, so as to contribute to the development of services in accordance with their aspirations, by calling 8005000. These suggestions shall be studied by specialized teams at the ministry and included in the development process for current or future services.

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Abu Dhabi Police, please click HERE

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The Arabic-language text of this announcement is the official, authoritative version. Translations are provided as an accommodation only, and should be cross-referenced with the Arabic-language text, which is the only version of the text intended to have legal effect.

 

 


Contacts

The UAE Minister of Interior's General Secretariat, Tactical Affairs and Security Media Department 

Abu Dhabi Police GHQ - Security Media

Chris Cron +971-(0)-50-666-4891

E-mail: cron.media@hotmail.com

 

 

 

 

 

 

 

 





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Brigadier Eng. Hussein Ahmed Al Harithi(Photo: ME NewsWire)

Brigadier Eng. Hussein Ahmed Al Harithi(Photo: ME NewsWire)

MoI Launches Service Channel to Receive Customer Complaints as a part of its Smart EServices(Photo: ME NewsWire)

MoI Launches Service Channel to Receive Customer Complaints as a part of its Smart EServices(Photo: ME NewsWire)

Permalink : https://aetoswire.com/news/moi-launches-service-channel-to-receive-customer-complaints-as-a-part-of-its-smart-eservices/en