|15 September, 2019

UAE residents want empathy, seamless process at govt centres

An online poll of 1,210 residents revealed that majority of the respondents (41 per cent) looked for 'service with a smile'.

Image used for illustrative purpose. Hands typing on laptop computer.

Image used for illustrative purpose. Hands typing on laptop computer.

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From a streamlined process for completion of paperwork to 'more empathy', the UAE residents have spelt out their wish list when it comes to government service centres. A day after His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, named the best and worst five government service centres, Khaleej Times reached out to residents to understand what exactly their idea of a five-star centre is.

An online poll of 1,210 KT readers revealed that majority of the respondents (41 per cent) looked for 'service with a smile'.

Emirati national and electrical engineer Abdulla Bastaki said he wanted a streamlined process. "It should be done as quickly as possible. Usually, it is the waiting time that makes the process of going to a customer service centre cumbersome. At one point, I was asked to go from one window to another, and then sent to someone else until I finished with the paperwork. Service needs to be customer-friendly," he said.

Another Emirati, Noora Alwadi, said clarity of the process "would be nice". "Specifically for entrepreneurs, there are centres that keep taking you from one place to another. A lot of times you have to go and meet the people to get things done. I'm usually very busy and work long hours. In this case, it would help if the services are made available online.

"It would also help if clear instructions are given if specific points of contacts are provided. A lot of times, it's not clear whom to approach," she said.

Aama Al Ali, an Emirati university student, suggested improved training to customer service employees to provide services promptly. "They should also be kinder and have more empathy," she added.

An Indian national and public relations professional Ancy Alexander said she looked for empathy in customer service agents. "It would make life easier if we can go up to people who are approachable. Single-window service is needed, and it would be helpful if we are not made to go from office to office to get an issue resolved. A display of some empathy - a combination of emotional intelligence and right information - is also necessary.

"Even if it's a multi-layered process, I don't want to feel like I am being pushed around. The processes must be explained well right from the beginning."

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