The Emirates Identity Authority (EIDA), the independent federal authority mandated with implementing the Population Register and the ID card programme, has begun to operate a “Coffee Shop” service for customers and staff at its permanent registration centres across the country.
The first coffee shop, which was opened in Al Barsha Registration Centre in Dubai, has been well-received by customers and staff. The service is seen as a perfect fit with EIDA’s commitment to providing the best facilities and services in its centres and to make the registration procedures as convenient and comfortable as possible.
The Sharjah registration centre of EIDA, which is due to open shortly, will have the second coffee shop. It has been decided to open two coffee shops every month until the service is available in all registration centers in the UAE.
"The coffee shop service is part of re-designing our registration centres to offer improved customer experience," said Mohammed Al Harthy, Executive Director, Registration Centres in EIDA.
Al Harthy noted that EIDA's higher management is keen to advance its services, explore ways to enhance its competitiveness and set new benchmarks in customer service excellence.
EIDA recently announced its commitment to strengthen customer service standards and achieve 7-star grading at all its registration centres. The Authority has adopted a roadmap, which charts clear steps to elevate quality of customer service to the highest international standards.
"EIDA will continue to focus on speeding up procedures, streamlining and clarifying processes and providing timely information in addition to enhancing accessibility and assuring multi-channel services. This, in turn, will contribute to the highest levels in customer satisfaction in all services provided by EIDA", added Al Harthy.
EIDA's registration centres have witnessed radical changes in their design, demonstrating the standards of global service delivery centers, contrary to stereotypes of government service centres.
Al Harthy noted that the registration centres are now equipped to receive applicants according to prior appointments. The centres provide excellent facilities, including comfortable seating for customers, prayer rooms and toilets. Customers are also served Arabic coffee and sweets in the waiting area.
Nasser Al Abrouli, Director of Al Barsha Registration Centre, said: "EIDA started providing 7-star service in all its centres to guarantee customer satisfaction and comfort. The coffee shop in Al Barsha serves both customers and staff during working hours offering unique hospitality and Arabic coffee in the waiting areas."