The Business Registration & Licensing (BRL) sector in the Dubai Department of Economic Development has honoured ‘On Time’ service centre in Oud Metha with the Best Outsourced Centre’ award for its outstanding commitment to providing a unique customer experience to business owners in Dubai during the second quarter of 2016. The recognition is part of DED’s strategic objective of promoting competitiveness among its outsourced service centres and improving overall of ease of doing business in Dubai to reinforce the emirate’s reputation as a regional as well as global business hub.
The Oud Metha branch of ‘On Time’ outperformed other service centres of DED across various parameters, including the number of transactions completed and the average waiting time as well as the results recorded in the mystery shopper visits.
The Oud Metha centre completed 7,664 business registration and licensing transactions during Q2 2016 while the average waiting time was one minute and 30 seconds, with 15 minutes and 67 seconds taken on average to complete transactions. The centre also scored 92% in the mystery shopper programme.
Congratulating On Time Oud Metha, Omar Bushahab, CEO of BRL said the recognition will help enhance competitiveness and service quality in Dubai, and added that the third quarter of 2016 presents a unique opportunity for outsourced service centres to improve efficiencies as the number of transactions is expected to grow further.
“The second quarter results signify continuous improvement in business registration and licensing services in Dubai as well as in the efficiency of employees across all outsourced service centres. There was strong competition between the various outsourced centres resulting in marked improvements in waiting times, time taken to complete transactions without errors, customer satisfaction levels, and in dealing with customer complaints. Outcomes from the mystery shopper programme were also positive,” added Bushahab.
Bushahab pointed out that the number of transactions completed may not always be a true measure of the performance of an outsourced centre as the percentages may vary depending on the number of employees and the number of services available at each centre. DED tries to make a fair and impartial assessment of the efficiency of a centre and its staff, and the application of best practices including electronic systems to make transactions smooth and easy.
DED evaluated 22 of its outsourced service centres in Q2 2016, and the criteria also included the focus of the centre on providing a suitable working environment for employees in addition to facilities for customers, service efficiency, and the level of overall satisfaction. Through recognising performance excellence of the outsourced centres, BRL aims to raise service and satisfaction levels further and underline the importance of the happiness index as a direct indicator of economic growth in Dubai.