The General Civil Aviation Authority in the UAE has commenced the application of its newly launched Customer Charter, which defines the authority’s commitments towards its customers in line with the directives of the federal government, which presented the “UAE Excellent Government Service Program” aiming at unifying the standards of governmental services in all federal entities.
The program was launched last March by His Highness Sheikh Mohammad bin Rashid Al Maktoum, UAE Vice President, Prime Minister and Ruler of Dubai, with the purpose of unifying the standards of services offered by all the federal governmental Entities, and raising their efficiency by applying several criteria in terms of speeding up the procedures, availability of information and providing multiple accessible service channels and creativity in offering the services.
Therefore, the General Civil Aviation Authority sought to apply the charter’s terms through its service centres in its Abu Dhabi headquarters and its regional offices in Dubai. The charter was designed by the customer service team of UAE Cabinet, by comparing missions in different government departments and best practices, and unifying commitment towards offering better services.
By applying the charter, GCAA seeks to increase cooperation levels with its customers to abide by the laws in a way that does not compromise civil aviation safety and security, which is a integral component in the UAE civil aviation system.
Basically, the charter focuses on changing the customer service culture to take it to new levels of excellence and fast achievement of services. It also contains several service excellent criteria based on best practices in both the public and private sectors, such as the focus on professional handling of customers’ needs, providing all service requirements and offering them in a timely manner, in addition to speeding up services by reducing the number of steps required to receive the services quickly and smoothly, while providing customers with accurate information and error-free services at the right time and via the most convenient channels, and a self-evaluation mechanism to evaluate the service provision. The charter is also based on principles that raise customers’ awareness of their rights and duties, and increases their appreciation to the efforts exerted by customer service staff, who cooperate fully with them by providing all the needed documents to accomplish their transactions.