The General Directorate of Identity and Foreigners Affairs – Dubai (GDRFA-Dubai) has revealed its first detailed toolkit training for employees at the Amer Centre. It is a strategic move that aims to transform customer service.
Moreover, the program serves as a base for the broader strategy of the directorate to boost service quality and improve efficiency. Furthermore, the initiative aims to develop public trust in the residency and visa services of the emirate.
Building Practical Skills for Real-World Customer Interactions
The new training program is developed with frontline realities in consideration. It aims to provide staff with practical knowledge that is essential for daily operations at the Amer Centre. However, the toolkit is going to cover the following key topics:
- Fundamentals of customer service
- Handling official documents and administrative violations
- Managing the indexing systems
The training ensures that every member of staff has the technical knowledge and interpersonal communication skills. Notably, around 80 percent of employees have already completed the training in only two months. It shows a rapid implementation and positive reception of the campaign.
A Toolkit Developed by Industry Professionals
The detailed training toolkit has been developed by the experts to ensure alignment with the legal regulations and operational processes, as well as the customer service standard in the nation. In addition. It is a universal guide that simplifies complex processes to make it easier for employees to understand and apply it while communicating with the public.
This program also focused on empathy with professionalism and customer-friendly behaviors, besides regulatory compliance. It shows the commitment of Dubai towards world-class service delivery.
GDRFA Leadership Speaks on the Importance of Training
Brigadier General Khalaf Ahmed Al Ghaith, Assistant Director General for Entry and Residence Permits, speaks about the importance of this new initiative.
He said, “ Good services start with well-trained employees. By developing consistent standards and processes, we boost the customer experience. This toolkit is more than just a training standard. It is a step to develop a strong and value-driven work culture that upholds the standard we represent.”
This initiative matches with the commitment of the GDRFA to make the Amer centre a dependable and professional hub for all matters related to residency and identity in Dubai.
Enhancing Public Confidence in Amer Centres
The program is a part of the broader GDRFA goal to ensure uniformity in service delivery and trust in public services. It aims to streamline the internal process and decrease services. Therefore, Amer Centre is focused on providing faster and more reliable services for residents, tourists, and business visitors.
On top of that, the training helps reduce mistakes and waiting times with clearly defined service standards and protocols. Moreover, it aims to promote a more respectful customer experience. All of them are bases for building public trust
A Model for Government Excellence.
This training toolkit is a new achievement in the public service sector in the UAE. It shows how strategic upscaling of employees could directly improve the officials’ performance and citizen satisfaction.
In addition, it also boosts the global image of Dubai as a destination of choice for foreigners and investors. It matches the ongoing efforts of Dubai for innovation, smart service, and human capital development.
Empowering employees and upgrading services
The launch of the comprehensive training toolkit is not only an operational improvement. Instead, the program marks a cultural transformation towards service excellence and customer-focused governance. In addition, the training also aims to equip employees with the right techniques. Now, Amer Centre is better able to deliver seamless and efficient residency-related services due to well-trained members of staff at the frontline.
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