Six government departments yesterday officially launched the e-customer complaint system, world's first unified mechanism for improving customer satisfaction with government services.
The Dubai Naturalization and Residency Department (DNRD), the Roads and Transport Authority (RTA), the Dubai Electricity and Water Authority (DEWA), the Dubai Municipality, the Dubai Health Authority (DHA) and Dubai Police are implementing the innovative system, which was launched by the Dubai Executive Council in February this year.
More government departments are expected to go online during the e-System's second phase, which is scheduled to be completed by the end of this year.
Dubai Executive Council Secretary-General Ahmad bin Byat said creating a uniform interlinked system for all government departments allows the council to closely monitor each department's performance and evaluate their responsiveness in dealing with customer complaints and resolving problems.
Customers who wish to register complaints related to any department may log on to the official web site of Dubai Government www.dubai.ae or the web sites of individual departments and sign up for an account.
"The system will ensure that complaints are addressed in a transparent manner within seven days. A customer will also be able to track the process through his or her account number and can receive alerts and updates on the progress of the complaint," Bin Byat added.
The new electronic customer complaint system will, however, not replace traditional practices. Complaints can still be sent through mail or complaint drop boxes and call centres.
Complaints on maltreatment, poor performance, unfair actions and delays by government departments can be registered with the e-System, which will also help impose penalties against erring departments. Source
The Dubai Naturalization and Residency Department (DNRD), the Roads and Transport Authority (RTA), the Dubai Electricity and Water Authority (DEWA), the Dubai Municipality, the Dubai Health Authority (DHA) and Dubai Police are implementing the innovative system, which was launched by the Dubai Executive Council in February this year.
More government departments are expected to go online during the e-System's second phase, which is scheduled to be completed by the end of this year.
Dubai Executive Council Secretary-General Ahmad bin Byat said creating a uniform interlinked system for all government departments allows the council to closely monitor each department's performance and evaluate their responsiveness in dealing with customer complaints and resolving problems.
Customers who wish to register complaints related to any department may log on to the official web site of Dubai Government www.dubai.ae or the web sites of individual departments and sign up for an account.
"The system will ensure that complaints are addressed in a transparent manner within seven days. A customer will also be able to track the process through his or her account number and can receive alerts and updates on the progress of the complaint," Bin Byat added.
The new electronic customer complaint system will, however, not replace traditional practices. Complaints can still be sent through mail or complaint drop boxes and call centres.
Complaints on maltreatment, poor performance, unfair actions and delays by government departments can be registered with the e-System, which will also help impose penalties against erring departments. Source
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