Customer service standards decline

Dubai’s fast-paced growth in key industries has set off an “alarming” lag in customer service standards, new research has revealed.

The retail sector was singled out as performing lowest in customer service standards, according to rankings released yesterday by industry experts Joshua Group.

A survey by the United Kingdom-based customer service specialists has found that many firms in Dubai need to raise standards of customer service if the emirate is to sustain its position of regional leadership.

Ruth Field, Joshua Group’s vice-president for the Middle East, told Emirates Business that over the past seven years customer service levels in Dubai have fallen, with companies losing out financially as a result.

“This is something that is genuinely felt within the region – customer service levels are falling below the standard… and Dubai companies have to be losing money,” said Field.

She said companies are spending unnecessary time and money because of inefficient structures to tackle customer complaints.

“There’s such phenomenal growth taking place – the growth plan is huge. The challenge is that companies now need to – before they grow too far forward – put a stake in the ground and start looking at what they’re trying to achieve from a global perspective of people coming in and looking at the sustainability of it,” she said.

“It’s making sure they can sustain what they’ve got – and it will only be sustainable if they get the service standards right.”

The company said in a statement: “At best Dubai only achieves an average rating and in some areas, for example taking ownership of an issue and anticipating future needs, it falls well below the standards expected.”

The survey focused on indicators such as consistency of service, anticipation of customer needs, staff behaviour, and the timely delivery of orders in key sectors of automotive, hotels, restaurants, banking and retail.

The results show a delivery gap that is well below the international standards required for the majority of companies and organisations within Dubai to maintain their leadership position.

On consistency of service, Field said the gap that organisations need to make up is a “staggering” 53 per cent.

She said the area of staff behaviour indicated a 44 per cent gap, while anticipating customers’ needs showed that companies have a 56 per cent gap to compensate, and timely delivery of orders indicated a 62 per cent gap.

“These are areas we think Dubai needs to start addressing. It’s a fantastic showcase here and the world is looking at it. But all organisations, whether government or private, need to put customers at the heart of everything they do. They can’t build their businesses around what they think their customers needs are,” Field said.

She added that failing to deliver products or services on time performed the worst among the customer service areas surveyed.

The survey, Professional Opinion on Customer Service, is Joshua Group’s first to target Dubai and forms part of plans to conduct a repeat census of the emirate every six months. “We need to give it a six-month window to see if there’s any improvement. The idea is, over the course of several years, to build up a score-card of how Dubai is developing in this area.”

The group, an independent business development and training consultancy with offices in Dubai and the UK, works with government and private sectors clients around the world. Its clients in the region include the British Council, Visit Britain, the British Embassy and Internet City in Dubai, as well as the British Council in Abu Dhabi and Qatar, and said it has several other UAE partnerships in the pipeline. Field said the company works extensively with the government and several police forces in the UK and this is an area it is looking to work with in Dubai.

In Dubai to launch the firm’s World Class Customer Service model, Field said the key to the “tool box” model is that it is a complete framework to develop and sustain successful customer service by going beyond telling organisations where the problems lie, to provide the tools and “how to” steps needed to put it right.

/Business 24/7/

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Emirates Airlines introduces online check-in

Emirates Airlines now offers a faster way to travel by introducing e-Boarding Pass.
Online check-in is a system that saves time and hassle at the airport by providing the opportunity to check in for Emirates flights online prior to arrival at the airport.

The service is available twenty-four (24) hours prior to the flight's scheduled departure time and closes two (2) hours prior to scheduled departure for all passengers who have eTickets.

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Opportunities in local hospitality sector attract major chains

Lease Contracts will continue to rule supreme for major chains casting and eye on opportunities in the local hospitality sector.
“You don’t have freehold in the best locations as a foreigner, that’s for sure,” says Sascha Lang, Director of Project Development Europe & Middle East, Shangri-La.
“But I think it will change, especially in Dubai. In the long run more and more owners are looking for lease contracts. For example in Dubailand foreign investors want to have land.
“But the land cost is tremendously high, so are building costs. That is why they are looking to go in with lease contracts.

Across prime Middle East destinations, the hospitality sector now operates mainly on management contracts and for good reason. “In the EU with management contracts you go nowhere as you don’t have such powerful companies anymore like here,” comments Lang.

“Here it is similar to Asia – you have a lot of financially powerful owners. They want to have an icon, they want to be proud of saying that they have a Shangri-La, Four Seasons, as my operator, but it is my building.
“It is still a bit of prestige thing, which helps companies of five stars deluxe to get nice management agreements.”

In addition, it is easier to operate in new markets with a local partner. Shangri-La goes for that option in India and the Middle East.
“Egypt wouldn’t work by owning ourselves. Lebanon can, but it is better to be in bed with someone who is locally established,” comments Lang. “For sure management contracts in this part of the world are still recommended.”

Accor Hospitality records a similar experience. “Local partners have more ability to retain land rights which speeds up our development. Otherwise you have problems of ownership and investment,” Says Phillipe Baretaud, the Development Director for the region.

“In Qatar even for an Emirati it is difficult to invest. The GCC has huge amounts of liquidity – so we do not need money but focus mainly on management contracts.
“And not franchise because we need to keep control over quality.”

The group still owns 25 percent of its hotels, primarily in Europe. This is despite a Continental trend of the last couple of years with an ‘asset light’ policy being adopted by the larger hotel groups such as the InterContinental Hotel Group.

“They sell the brand and the franchise under pure management without investment in the property. It is about listed companies which need to have more liquidity, a better debt ration and focus on management,” adds Baretaud.

Accor has seen a reason to lighten its ‘load’ to a lesser extent. Its 2010 development plan calls for just over 60 per cent franchise or management contracts worldwide.

“It puts worldwide pressure on development because your portfolio has to live on franchise or management revenues, and losing a lot of revenue generated by owning hotels,” the official adds.
“You need five managed hotels to offset what you have lost by selling another property in terms of revenues. You get the fees but you don’t get the bottom line.”

In other words, more liquidity is great, but it puts pressure when it comes to competing. “Hotel companies today are beaming brand sellers with huge investment in marketing as you have to convince investors that your brand provides the value you need to outperform the market,” adds Baretuad.

Asset Right vs. Asset Light

Accor therefore went for what Baretaud calls the ‘Asset Right vs. Asset Light’ policy. It uses the money ‘won back’ from sales wisely.

“We sell a lot of our hotels in Europe and America for variable leases or longterm management contracts. We then refinance by pumping this cash into strategic developments and acquisitions, equity shares and complementary opportunities in emerging countries,” he explains.

One strategy is to take advantage of joint ventures, as is the case in Pakistan. “We are willing to invest through partnership and manage on a joint venture basis, not franchise for quality control. Our investment is based on brand strategy, which means that we invest mostly in the budget segment but go for management in the four-and five-star segments,” Baretaud.

Shangri-La, meanwhile, prefers to own. Only about 13 out of around 50 hotels forming its portfolio are managed. “Owning ourselves means that we are not under pressure to just sign to grow like other companies with management contracts,” Lang explains.

“As our head office is in Hong Kong it is difficult to manage contracts with different owners. So where we do have to manage we keep it as simple as possible with least owners.” Lang explains. The Shangri-La properties in Abu Dhabi and Dubai for instance, have the same owner.

In addition, owning hotels as an operator can also makes specific sense depending on the circumstances. “We used to manage our hotel in the Maldives, but then the owner had financial difficulties and we took it over, he explains.

Other hotel group with intentions to expand in the Middle East might ‘mix and match’ between these strategies.

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Move to raise standard of government services

The UAE government yesterday announced the launch of a year-long Mystery Shopper and Service Excellence programme across ministries and federal authorities, to raise the standard of government services.
The initiative is being implemented with immediate effect and will run until April, 2009.

The announcement was made at the Service Excellence workshop at Shangri-La Hotel in Dubai attended by 86 coordinators from the UAE ministries and federal authorities. In addition to the programme's agenda, participants at the workshop were also provided with a 'how-to' guide, comprising the criteria on which the standards of services would be monitored and measured.

Launched under the directive of His Highness Shaikh Mohammad bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, the initiative falls in line with the UAE Strategy that lists improvements in the government sector and enhanced customer service as its primary objective.

Shaikh Mohammed had earlier directed that the customer satisfaction levels of government services must not rate below 70 per cent, and all efforts must be channelled to reach the target.

The Mystery Shopper and Service Excellence programme will be based on the Universal Model for Service Excellence crafted by Philip Forest, one of the founders of the International Institute for Customer Service in the UK.

Addressing the workshop participants, Forest explained the model in detail and shared examples of how successful its application has been to date in varied industries worldwide.

The Universal Model measures organisations on the basis of the 5 Ps — Policies, People , Processes, Premises and Products/Services. With these and 55 sub-criteria, the model facilitates organisations to benchmark its individual performance, and adopt modern international quality standards and latest administrative principles.

Speaking at the workshop, Ohood Al Roumi, Executive Director of the Prime Minister's Office, said: "Raising the standard of services in government entities is our top-most priority that will lead to enhanced performance levels and customer satisfaction. We are confident the two programmes launched today will spread a culture of quality and excellence, while laying the ground for developing committed and competent human capital."

Hanan Abdullah, Programme Director for the Mystery Shopper and Service Excellence programme, made a detailed presentation on the importance, objectives, methodologies, and the expected roles of coordinators in the ministries. Source

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“Shared Visa Service Center” opens in May

The consulates of France, Germany, Italy and the Netherlands in Dubai are intending to cooperate with the external service provider VFS in opening a 'Shared Visa Service Centre' in Dubai in May, it was announced yesterday.

This would facilitate processing of visas of major European countries, including Belgium, France, Germany, Italy, Luxembourg, Latvia, Malta, the Netherlands and Slovenia.

The Schengen member-countries France, Germany, Italy and most probably, at a later stage, the Netherlands, will cooperate with the external service provider VFS.
The consul-generals of the countries involved are convinced that this joint visa application centre will facilitate the visa issuance procedure in the interest of all UAE citizens and residents of Dubai. Source

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Domestic gas users to benefit from enhanced safety equipment

Following a decision of the Undersecretary of the Ministry of Interior and in conjunction with the Civil Defence, Dubai, domestic gas users will have new cylinder valves with enhanced safety features in place of the old ones.

This is part of an industry-wide initiative born out of extensive research conducted by Emirates Gas, a wholly owned subsidiary of ENOC, along with Emarat Gas Distribution. The complete valve changeover, in the interest of public safety will be executed with immediate effect in Dubai by Emirates Gas in partnership with Emarat.

Emirates Gas has invested in two years of research and consumer trials to design the new flat top compact valve, which offers distinct advantages in terms of safety and convenience against the hand wheel screw type valve currently in use. The advanced design was created specifically for LPG (liquefied petroleum gas) consumers in the Middle East where the gas is widely used for cooking, heating and barbecuing.

The most striking feature of the new valve is its safeguard against all possible kinds of leakages. The short, one-piece valve is made of high quality material capable of withstanding high impact and a new regulator, which can be easily pushed on the cylinder valve outlet.

Major General Rashid Thani Al Matroushi Director General of Dubai Civil Defence and Head of the Executive Committee responsible for laying a structure to enforce the decision, stressed on the importance of all bottling and distribution companies' commitment to the clauses under the Ministry's decision, which requires them to abide by the following procedures: - Use an authenticated regulator from the civil defence.

- Stop the use of spiral regulator in a time frame and action plan that is decided by the committee responsible for that purpose.

- All empty cylinders that are filled up and used by bottling companies should carry the company's name and logo - Not to fill up valves that don?t have the company's name and logo printed on them - Every company should not transport its own cylinders that don't have its name and logo printed on them, whether the cylinder is full or empty. This means that any company that holds such a cylinder in possession will be considered a violation - Fix the cutter and the gas detector to alert in case of gas leakage - Ensure that all maintenance operations are done periodically on gas tools and equipment.

- Efficient monitoring by civil defence to enable each company to inspect its cylinders and perform hydrostatic check on a periodic basis and before bottling and exchange it after its validity expires.

- Civil Defence should implement the appropriate mechanism to ensure the use of the new approved regulators, and initiate an awareness programme to inform nationals and residents to use the authenticated and approved valves and regulators. They should also fix the gas leakage detectors and monitor the connections to check its safety and validity.

- Perform regular checks on restaurants and other public places that use gas for any purpose during appropriate times from time to time to ensure they are using the authenticated and approved regulators and valves and perform a check on the validity of the connections for the smooth flow of the gas.

Al Matroushi added: "This cooperation between the Civil Defence, the bottling companies and companies supplying the cylinders to the general public is crucial in achieving our joint goal of providing safety to the society." "The absence of flat fibre or cork washers also minimises chances of leakage. The washers used in old valves to attach the regulator wears out over time, leading to leakage. It also happens that out of carelessness or distributors oversight, distributors may not replace the washers while changing cylinders and thus the leak may not be fixed in time. The new valves need no washers, thread or spanners, which means the margin of manual error is almost nil," said Hesham Ali Mustafa, General Manager of Emirates Gas.

In addition, the flat top valve has an automatic cut-off mechanism activated in the event of a major leak or snap off in the rubber hose as well as a fusible spindle, which melts to seal off the valve in case of a fire.

Mustafa added that the new valves will also help save precious energy.

"The old adjustable regulators for screw top valves may release up to 1 bar of gas pressure whereas the maximum output required for domestic use is around 30 millibars. The new valves are set to output only 29 millibars as this is the ideal vapour pressure normally required in household appliances. Considering that Dubai alone has 300,000-400,000 domestic gas cylinders in use, the environmental and safety advantages of the new valves is tremendous." Cylinders equipped with the flat top valves can be operated only by a regulator supplied by Emirates Gas or Emarat. Customers will be provided with the new, easy-to-fix, tamper-proof valves when empty cylinders are replaced. It is estimated that, about 1,000 cylinders with new valves will be changed per day by distributors of Emirates Gas and Emarat. These new valves and automatic regulators will have both ENOC and Emarat?s names and logos printed on them.

Saeed Abdullah Khoory, Group Chief Executive, ENOC, congratulated Emirates Gas for designing the new valve and ensuring that the safety of its customers is not compromised in anyway.

"ENOC strives to be the Energy Partner of Choice and this new valve and regulators are an example of our pursuit of quality and excellence, adding value and safety to our customers. This new initiative pioneered by Emirates Gas is a reaffirmation of our commitment to customers and the community," Khoory said.

Jamal Abdul Rehman Al Madfah, Acting General Manager of Emarat said: "The main objective of this initiative is to increase customer safety and protect property. As a socially responsible corporation, Emarat strong believes in community relations and the health and safety of individuals. Therefore our commitment to best quality practices in all our activities and programmes is a top priority for us." WAM

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Empost to handle Indian passport, visa work

Indian missions in Dubai and Abu Dhabi have outsourced collection of application forms for passports and visas to Empost, the UAE's leading courier, cargo and logistics organisation. The arrangements will be in place within two months.

An agreement was signed on Sunday by Talmiz Ahmed, India's Ambassador to the UAE, and Sultan A. Al Midfa, Chief Executive Officer, Empost, under which 12 dedicated centres will be set up to receive passport and visa applications.

XPRESS first published the news about Indian mission's move to outsource collection of passport and visa forms, on March 13. Details were unveiled today.

Service fee

A service fee of Dh12 for each passport service and Dh50 for each visa service will charged by the Empost. The higher charge for visa processing will mostly impact foreigners, not Indian nationals.

Historic step

"Its a historic step. There are 1.5 million Indians in the UAE. Several thousands of Indians and foreigners visit our missions daily and it has been a matter of concern that our premises have numbers that we can't cope with and quality of services have been affected. The service centres will be open seven days a week from 7am to 10pm and not just on weekdays for limited times," Ambassador Ahmed said at a press conference.

Emphasising what he called "a fundamental change in the manner of providing services", the ambassador said the service centres will receive the applications and transfer them to the missions and the documents after processing would be returned by courier or personally to the applicants. These centres will also assist schedule appointments with Embassy/Consulate officials for interviews.

"But till all the arrangments are in place, the Indian missions will continue to receive applications," he clarified. Attestation of documents will, however, be excluded from this process in the light of the legal implications entailed.

Al Midfa, the Empost CEO, said a website would provide information on the various services offered and enable online submission of applications besides checking on status of applications. "This new venture will further foster the close and friendly ties between the UAE and India," he said.

Replying to a query, Al Midfa told XPRESS that of these 12 centres in the UAE, three would be set up in Dubai at Deira, Bur Dubai and Jebel Ali.

Abdullah Al Daboos, the Empost Chairman and President of Emirates Post Holding Group, diclosed that depending on the success of Empost providing these services to the Indian mission, it was planned to approach other embassies and consulates.

"The Indian community needs a large number of services and it is time for the government to go down and reach them. The UAE is not an easy place to get around with the traffic situation what it is and these service centres will be valued by the people," he told XPRESS.

Indian Consul General Venu Rajamony, said the time taken for receiving the applications and delivering the documents would remain five days in Dubai notwithstanding the new arrangements. The difference is in the facilities available for the people beyond the normal timings.

"It's the first time anywhere in the world that Indian missions have outsourced collection of passport applications," he noted.

Workload on Indian missions

Indian Embassy and Consulate together annually provide around 200,000 passport services and 63,000 visas in the UAE. Over 4,000 people visit the missions daily to seek these services.

Changed timings

Indian Consulate in Dubai at present receives applications between 8am and 11am. Under the new system, applications can be submitted from 7.30am till 10.30pm at the service centres.

Call centre

A call centre will be established to respond to queries and inform applicants regarding status of their applications. The call centre as well as the service centres will be manned by persons familiar with different Indian languages and trained staff will also guide people fill up applications. The applicants will be photographed digitally at the collection centres and need not attach their photos with their applications. Source

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Dubai Maritime City will use the license and business registration system of the Dubai Department of Economic Development

The Dubai Department of Economic Development (DED) and Dubai Maritime City, a member of the Dubai World Group, signed a partnership agreement to enhance the quality of support services offered to investors and customers.

As per the agreement, Dubai Maritime City will use the license and business registration system used by the DED to issue licenses for individuals, companies, corporations, maritime consultation offices and all related maritime activities that work within the City. This initiative also highlights the effectiveness of DED's business registration and its keenness to share its successful experience and expertise with other government departments and authorities in Dubai.

Amer Ali, CEO, Dubai Maritime City and Ali Ibrahim, Deputy Director General for Executive Affairs at DED, signed the agreement. Officials from DED and Dubai Maritime City attended the signing ceremony held at DED.

'Through this agreement with Dubai Maritime City, we are reiterating our commitment to work together on initiatives that will support the development and progress of Dubai,' said Deputy Director General for Executive Affairs at DED Ali Ibrahim. 'We will share best practices and experiences, and explore mutually beneficial opportunities, which will enhance the quality of support services offered to investors and customers'.

CEO of Dubai Maritime City Amer Ali said: 'The vision of H.H Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President and Prime Minister and Ruler of Dubai, has strengthened Dubai's standing globally as the business, trade and tourism hub of the region. The agreement with DED will contribute in our efforts to shape Dubai as a destination of choice for international investors and multinational corporations'.

Through the agreement, DED will supervise the phases of operating its business registration system at Dubai Maritime City, in addition to providing technical support to attain improved performance and simplified procedures, and further develop the services provided by the two organisations. WAM

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Dubai Seeks 10 Million Tourists a Year by 2010, Gulf News Says

Dubai aims to attract 10 million tourists per year by 2010 and 15 million by 2015, Gulf News reported, citing Eyad Ali Abdul Rahman, Business Development Director at the Department of Tourism and Commerce Marketing.

Dubai is aiming to attract more middle class tourists by building cheaper hotels and launching a budget airline, the Dubai-based newspaper cited Rahman as saying. (Bloomberg)

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Aswaaq to support and provide opportunities to UAE nationals

Aswaaq, the public joint stock company of which the Dubai government has 45% stakes, held an introductory meeting today with members of the Mohammed Bin Rashid Establishment For Young Business Leaders (SME) at the Grand Hyatt Dubai.

Attended by high officials from both Aswaaq and SME, the meeting saw the participation of approximately a hundred SME members who have different business and service activities in the Emirate of Dubai and receive the attention and support of the Establishment.

The meeting comes as an initiative on behalf of Aswaaq which believes in social responsibility and gives priority to the Emirate's nationals, particularly the business pioneers among them by introducing SME members with the opportunities and advantages Aswaaq has to offer. In so doing, Aswaaq will be leasing areas within the communities in order to fulfill its commitment to providing a full range of services under one roof.

In addition, Aswaaq will be creating job prospects and opportunities for UAE nationals to become major importers and suppliers to the supermarkets and community centres.

Abdul Baset Al-Janahi, CEO of Aswaaq, said: "This introductory meeting comes as an interpretation of the vision of HH Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President and Prime Minister, and Ruler of Dubai, and in line with Aswaaq's belief in social responsibility, Aaswaaq will provide UAE nationals, especially business entrepreneurs at SME with many opportunities. These include better rates on opening a supplier's account at Aswaaq, on new products, as well as on additional display areas for the presenting of their special offers and promotions, while allowing them once a year to lease two display areas for free during promotion periods for the duration of one week to 10 days.

Moreover, Aswaaq will allow members to announce and advertise particular products and to take part in the SME annual promotion held once a year. FurthermoreAswaaq will not charge SME members for replacing the goods or products they supply." Akil Kazim, Director of Operations at SME, stated that the opportunities and advantages offered by the company to SME members are a catalyst for them to develop their business and should drive them towards more excellence, innovation and reconnaissance, providing them with a chance to contribute to their country's progress and serve their society.

Al-Janahi pointed out that in line with its role in serving the local communities Aswaaq will build its own shopping centres in many residential areas in the Emirate of Dubai, close to the residents homes with the aim of meeting their daily needs of consumable products and other necessary services to reduce the burden of moving from one place to another in search of their daily necessities. Thus, great opportunities await UAE nationals; whether they are business entrepreneurs or otherwise, to present their services through the shopping centres of Aswaaq or to personally work at these centres occupying any of the many jobs and posts that will be created by the company. WAM

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Wall Street Exchange pays workers' salaries through mobile units

The Wall Street Exchange, a financial arm of Emirates Post Holding Group, has started disbursing salaries to the workers of some private companies at their accommodation sites through mobile units without charging any fees from them.

The move in line with a string of separate agreements signed with some private sector companies to implement the decision of the Ministry of Labour to pay labourers' salaries through some financial corporations, among others, Emirates Post.

The well-equipped mobile units are stationed at the labour accommodation sites on the specified dates monthly to disburse salaries to the workers. These facilities also offer other services such as transfer of some portions of salaries of interested workers to their relatives with competitive charges through partnerships with some world companies, including western union.

Abdul Basit Mohammed Al Suwaidi, chief executive for operations, Wall Street Exchange, said that "this service is the first of its kind to be taken up by one of the financial corporations to disburse salaries of workers at their accommodation. We have signed separate agreements with many private sector companies in this respect." He added that the service saves time and effort for the workers, indicating that the service is entitled for companies, whose workforce not less than 500 workers.

Jumna Anas Mubarak, administrative affairs manager at the general construction company, expressed his pleasure about the cooperation with the Wall Street to cater salaries through the mobile units, a move he described has "saved time and energy" for workers, adding that over 2, 000 workers received their salaries through this service.

Abdul Ghani Saleh, of Obaidallah Constructions, also thanked the Wall Street for the salary delivery service. (WAM)

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Law setting up a body for organisation of events

Vice President, Prime Minister of UAE and Ruler of Dubai HH Sheikh Mohammed bin Rashid Al Maktoum, issued in his capacity as a ruler of Dubai, a law setting up the Foundation for Management and Organisation of Events, at capital AED150 million.

Sheikh Mohammed also issued two decrees appointing HH Sheikh Ahmed bin Mohammed bin Rashid Al Maktoum, as a chairman of the foundation and Saeed Hussein as chief executive. The two decrees become effective from the date of publishing.

The new body will be autonomous in regard to finance and administration. It aims at boosting position of Dubai emirate as a centre for conferences, exhibitions, sports and cultural sessions. The foundation will exclusively represent the emirate in signing agreements with international sports organistations with exception of football and equestrian. It will also set policies and specifications in regard to sports, cultural sessions, as well as conferences and exhibitions within its jurisdiction.

As per this law, the foundation will woo international companies, organisations, agencies, clubs, conferences and exhibitions to invest in Dubai. It will also sponsor human resources in the cultural and sports fields. The foundation will contribute in development of cultural and sports sessions in the emirate through attracting the best world-class experiences and international specifications and standards.

According to article 9, the foundation will be headed by a chairman to be appointed by a decree from Dubai ruler.

The new law annuls decree number 2 of year 1989, which set up Dubai Golf Foundation, Dubai Creek Golf and Emirates Golf Association. Hence, all the agreements and obligations of these annulled bodies will be referred to the new foundation. The employees of these bodies will be referred to the new foundation with all their acquired rights. (WAM)

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New Gulf Air lounge opened in Dubai

Gulf Air, the national carrier of Bahrain, has inaugurated its fully renovated lounge at the Dubai International Airport.

Director general, Dubai Civil Aviation Mohammed Al Ahli, and Gulf Air vice-president, ground operations, Ahmed Janahi cut the golden ribbon and opened the lounge facilities.

The occasion was graced by the presence of CEO of Dubai Airports Company Paul Griffiths, vice-president, aviation unit, Dubai Airports Company, Mohammed Al Tayer and several senior officials from Dubai Civil Aviation and Gulf Air.

The lounge with new interiors and ergonomically designed seating offers modern facilities such as functional business units with computers with Internet connectivity, telephone and fax facilities. Two specially designed tents provide an Arabian flavour to the lounge environment.

The lounge, which is open 24 hours, also offers shower facilities and, a wide selection of international, regional newspapers and magazines for the premium passengers to read and relax as they wait for their flights.(TradeArabia News Service)

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DHA introduces a system to report on new born babies

The Dubai Health Authority (DHA) has commenced implementation of an electronic system to report on new born babies, deaths and still born babies in the emirate of Dubai to set up database and unify reporting and registration mechanisms.

Muna Buhanad, head of the statistical analysis section at the DHA said "this step is in line with efforts of DHA towards adopting the electronic shift", indicating that the system targets over 2, 600 public and private medical institutions in the emirate of Dubai.

She added that the electronic database would enable the DHA get quick and accurate data to help it in planning and management of the healthcare. (WAM)

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Dedicated EMP team to handle all inquiries and appointments

The Mohammed Bin Rashid Establishment for Young Business Leaders and Emirates Marketing and Promotion (EMP), a subsidiary of Emirates Post Group, have entered into an agreement to provide enhanced customer support through EMP’s state of the art call centre services and solutions.
A dedicated team of agents will be answering all calls directed to ‘800 SME’ (763), pertaining to all Sheikh Mohammed Establishment general inquiries, appointments with officials, operator services and the Sheikh Mohammed Establishment Award.

The agreement was signed by Mr. Ahmad Tahlak, CEO of EMP, and Mr. Abdul Baset Al Janahi, CEO of Sheikh Mohammed Establishment.

“Using the EMP call centre will help Sheikh Mohammed Establishment raise the standard of services and create a higher level of customer satisfaction,” said Mr. Tahlak. “Our call centre uses cutting edge technology to deliver highest level of services, and our agents are trained to handle customers with care and courtesy. EMP will manage the entire appointment calendar of the Establishment and guide all callers with accurate information and guidance.”

“The mission of Mohammed Bin Rashid Establishment for Young Business Leaders is to galvanize Emirati young men and women into channelizing their talent and skills to create new ventures and projects. We therefore need advanced communication channels to achieve our goals,” said Mr. Al Janahi. “By entrusting this job to professionals like EMP we will be able to serve our customers more efficiently, while focusing more strongly on our core responsibilities.”

About EMP

Emirates Marketing & Promotions (EMP), a subsidiary Emirates Post Holding group, was launched in 2005 to provide state-of-the-art providing turnkey solutions for all direct marketing needs. It offers integrated solutions in Direct Mail Marketing, Call Centre and Promotional services. EMP has a reliable database with over 2.8 million records offering data mining, warehousing and segmentation facilities, with an ability to reach over 350,000 post office boxes UAE wide and through its parent company access to a distribution network of over 90 post offices all over the UAE.

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Awqaf to set up toll-free line English, Urdu queries

The General Authority for Islamic Affairs and Endowments (Awqaf) has decided to establish toll-free telephone lines for non-Arabic-speaking Muslims for making queries on religious matters and getting answers in Urdu or English.

Mohammed Matar Al Ka’abi, Director of Awqaf, told Khaleej Times recently that the service would be launched in March.

He said the service would provide an opportunity to non-Arabs to clarify their doubts on religious matters like fatwas and religious practices and get opinions of scholars.

Al Ka’abi said the authority was selecting Islamic scholars (Muftis) who could speak in English and Urdu. The Mufti should be conversant with all provisions of the Islamic Shariah and able to answer queries fast and accurately without any ambiguity.

Dr Al Ka’abi said the authority had received several complaints from callers to the toll-free service - 8002422 - of the authority regarding delay in getting answers or non-answering. The service worked from 8am to 8pm everyday. The number of lines would be increased to nine to meet the huge demand, he added.

Dr Al Ka’abi said the authority had several women preachers and women could contact them directly over the telephone No. 026143666.

Dr Ahmed Al Zamil, head of the Fatwa department and researches of the authority, said the toll free service was receiving thousands of various questions. These queries and their answers could be compiled in the form of a book to be made available for all Muslims. Source

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EIDA’s mobile registration service

The Emirates Identity Authority (EIDA) yesterday officially launched its mobile registration service in the capital. The mobile service aims at making the population registration procedure easier, by reaching out to the residents at their homes. Lieutenant General Shaikh Saif bin Zayed Al Nahyan, Minister of Interior and Deputy Chairman of EIDA, launched the mobile registration van and inaugurated EIDA’s new web site.

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New Mail Transportation Company is likely to be set up to carry postal mail and courier parcels

The UAE's postal services company revealed that a pan-GCC mail transportation company is likely to be set up to carry postal mail and courier parcels across the region. The company, which was first proposed at a meeting of GCC postal officials last May, would facilitate package delivery among the different postal systems of the six GCC member states, an Emirates Post statement read.
The committee agreed on the framework and the financial and operational model for the proposed company at a workshop hosted by Emirates Post in Dubai, and Abdullah Al Daboos, director-general of Emirates Post, insisted that plans were well advanced. Indeed, they called business consultancy Booz Allen Hamilton in to brief delegates about the findings of a relevant study of the GCC market, and the strategic options available to operating a postal logistics company across the Gulf region.
A big pat on the back for all of those involved, obviously. Yet seeing as the next meeting of GCC postal officials is not scheduled to take place until November, haven't we rather missed the boat on snail mail? And as we near the end of the first decade of the 21st century, shouldn't we instead be looking to reduce the quantity of printed media (business magazines aside) that we wade through each and every day?
To assess the new service's prospects of success, let's take a look at the fortunes of the oldest postbag-pusher on the block. In Britain, the Royal Mail service is fast approaching its 500th birthday - only to find that the internet has well and truly crashed the party. The group posted a fiscal-year loss of US$274m in the year to March 25, after mail volumes declined and customers made use of cheaper products. For example, the volume of marketing offers sent by email has overtaken print direct mail in the UK for the first time, as companies exploit the low cost and other benefits of electronic campaigns. Royal Mail has found itself on the losing side in a US$30bn-a-year industry, and the advertisers aren't coming back any time soon.
In short, at the same time it is becoming increasingly expensive to maintain a postal network, businesses and consumers are deserting printed communications in favour of their information age equivalents.
For those advertisers too slow-witted to grasp the concept of electronic mailshots, a GCC postal service raises the tantalising prospect of a junk mail bombardment across the Middle East. For those of you unimpressed by the number of unwanted emails that flood our inboxes each day, just wait until you get home from work to find a small mountain of leaflets has been pushed through your filter-free letterbox.
Moreover, and with a little enthusiasm on the part of those dark-age companies who rely on printed mailshots, the region should simultaneously scale new heights in the field of gratuitous waste production. I don't mean to come over all Al Gore, but won't that make us a little uncool?
A fully functioning postal service is something to be proud of, on an organisational level. Yet that doesn't mean that it will make money - unless stamp prices are prohibitively high - and the postal officials' enthusiasm seems a little odd considering that the rest of the world is e-focused. Or didn't they get the memo.

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