Service “Taht Amrek”
Abdullah Mohammed Al Hantoubi, Deputy Director of Fujairah Municipality, revealed the success of the service “taht Amrek” in dealing with 3458 transactions in 3 years, where there 3219 transactions were fully completed and contacted with customers. On the other hand, there are 239 transactions are currently being followed up in coordination with the concerned authorities. He indicated that Fujairah Municipality lunched “Taht Amrek” at the beginning of October 2011 which is an integrated and advanced package to serve customers. It aims to involve citizens and residents in development and modernization process by received their suggestions and comments through suggestions and complaints system. As well ae provide the best services and achive the highest speed in response to complaints.
He mentioned that “Taht Amrek” includes 5 services which are Internet, Fax and Toll-Free Service to contact with customers and find out their suggestions, comments and requirements, Suggestions and Complaints System, Transactions Delivery to elderly and disabled people and Transactions Delivery Services.
He said that customer satisfaction is a priority in the municipality and the axis of plans, programs and future projects, and that municipality is one of the distinctive governmental Departments in the Emirate in providing innovative services to its customers, and is always seeking to satisfy them by identifying their views and most important proposals and use it to develop performance and provide high quality services, he stressed out that the system of suggestions and complaints is a mechanism to gain access to the municipality’s customers through the municipality website, fax , toll-free number, text message and reviewing the municipality.
And that the package of services provided by (That Amrek Service) contributes effectively in the consolidation of communication of the Institutional services with external audiences, and find out its requirements, as well as contributes in the development of the employees and their abilities in light of the Fujairah renaissance, taking advantage of its unique location, variety resources and developed infrastructure, what the municipality necessitated the need to define, clarify and simplify the required procedures to facilitate for the investors, so as to benefit more than 5 thousand customers from this developed service.
Fawzia Rudaini, Suggestions and Complaints System Administrator, explained that her department received 3458 transactions since the launch of the service in 2011 till now- 3219 of them were accomplished and there were 239 other follow-ups with government authorities. She added that they receive the complaint, review it and then send it to the concerned section in the municipality to take the necessary procedure. After that, the customer receives a text message shows the number of complaint or suggestion and finally he will be contacted to ensure that his problem is resolved.
Al Rudaini pointed out that Taht Amrek service app helped greatly in solving customers’ problems and achieving them in record time, objectively and transparently. This led to customer satisfaction and improvement of the municipality performance