The Business Registration & Licensing (BRL) sector within the Department of Economic Development (DED), Dubai, recently held a meeting with representatives of its authorised Customer Service Centres (CSC). The meeting was part of supporting the CSCs in improving service quality and developing their business.
Saeed Matar Al Marri, Deputy CEO of BRL said the Customer Service Centres are fast emerging as the principal channels for a growing number of BRL services to the public and hence critical to enhancing overall competitiveness in Dubai. Over 38,900 BRL transactions were conducted at the CSCs during the last quarter of 2012.
“The Customer Service Centres have a growing role today in achieving the strategic economic goals of Dubai as well as in improving our outreach, customer satisfaction and sharing of best practices. We meet with the service centres on a regular basis, share knowledge, support their electronic systems and train them to enhance efficiencies across their services,” Al Marri added.
DED has seven Customer Service Centres besides its branch offices, including On-Time, Itqan, Al Moamala, Istimarat, Al Reaya,Tasheel and Emirates Secretarial Services where customers can avail of a variety of services including registration, reservation and renewal of trade names and licenses. BRL services are also available across a number of legal offices and more service outlets are being added to make it easier for customers.
“We are constantly trying to make processes easier for companies and investors. Updating the Customer Service Centres on new procedures, forms, federal laws and any changes in the electronic systems is critical to the success of our efforts,” remarked Jassim Abdul Rahman Al Awadhi, Section Head, Audit & Follow-Up Sector in BRL.
A Customer Service Centre should meet certain specifications and requirements set by The DED including a minimum space of 500 square-metres. Employees at the CSC should be proficient in verbal and written communication in Arabic as well as English.
Seventy per cent of the employees at the CSC should be UAE nationals and this percentage should increase by five per cent annually. Parties interested in becoming a Customer Service Centre can request a detailed agreement from The DED. Those unable to comply with the DED criteria will be classified as typing centres.
“Once a Customer Service Centre comes on board we work with them hand-in-hand to ensure the best possible services to the public. We organise workshops to train their employees and enhance their knowledge in our procedures and the best practices in customer service. DED also conducts regular site visits to monitor efficiency levels at the CSCs and overall customer satisfaction,” concluded Al Marri.