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International Standard for Service Excellence (TISSE) Certificate

Oct 4, 2017

The Municipality and Planning Department in Ajman received the highest degree in the International Standard for Service Excellence Certificate on the domestic and global municipal level as the Department received a score of 93% from the International Customer Service Institute (TICSI) after passing all phases of audit and assessment of defined standards.

His Excellency Abdul Rahman Mohamed Al Nuaimi, Director General of the Department, said that the Municipality Department launched, under the direct guidance of His Highness Sheikh Rashi bin Humaid Al Nuaimi, Chairman of the Department, a proactive initiative to raise customers’ happiness levels by training human cadres and the frontline in the Customer Happiness Center in the Department to improve and enhance the customer experience and to raise the happiness and satisfaction levels as well as their consent to all services provided.

His Excellency said that the Department sought to implement this important initiative by forming a distinctive team to supervise and follow up the progress of the work, which was carried out by the end of last February. Adding that the project went through several phases starting with analyzing the gaps, identifying the challenges and reviewing methodologies and polices to the phase of training the frontline employees in the Customer Happiness Center, in addition to maintenance of the entire center and providing it with all requirements to facilitate procedures for the customers to create a happy environment for them.

His Excellency explained that the Municipality and Planning Department believes in the role of smart services in enhancing the customer experience, therefore, the Department sought through this proactive initiative to launch several smart services, which helped facilitating procedures for the customer and prevented them from waiting for long periods and enabled them from completing their transactions at any time.

His Excellency praised the efforts of the human cadres, who showed keenness on bringing happiness to others, providing their best and being fully prepared to receive intensive training and constructive qualification to ensure the provision of outstanding services to the customers, explaining that this honorable achievement would not have been possible without the efforts  joined to accomplish this new success to be added to the series of successes of the Department, which is a proof of the Department and all its employees’ care for the customers’ audience and its keenness on providing all requirements of happiness and well-being.

For his part, Mr. Marwan Mohamed Al Nuaimi, Director of the Customer Happiness Centers Administration of the Department, said that the Municipality Department received the highest degrees in the International Standard for Service Excellence Certificate on the domestic and global municipal level after passing all phases of assessment by the assessing company BSI, which closely followed up several important standards at the Customer Happiness Center, most notably polices, nature of the facility and its readiness to satisfy the customer, in addition to assessing the standard of the services provided, its provision methodology, waiting time and the time spent.

Al Nuaimi added that the BSI Company applied the human cadres standard to ensure the qualification of the employees and frontline presenters at the center, in addition to focusing on the standard of processes and their designing as well as focusing on the standard of the satisfaction of employees, customers and secret shoppers in addition to the results achieved, explaining that the Department richly deserved this distinctive position thanks to its excellence in these standards, which guarantee the happiness and satisfaction of the customer.


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