UAE Vice President, Prime Minister and Ruler of Dubai His Highness Sheikh Mohammed bin Rashid Al Maktoum said that there will be no change in government bodies without transparency.

His Highness, through his account on Twitter, published yesterday a picture of a secret shopper who showed the level of services at Emirates Post.

"I received the picture through a secret shopper for the level of services at Emirates Post," he said. "This is not our level, nor our services, and my team will not be among those who continue to provide this level."

"We have sent a team to verify the level of Emirates Post services in one of their positions. The team has returned this report, I put it in front of everyone with transparency, and I say to everyone in the government.

His Highness published a picture of the report that ended the work of the team, which included five main axes: services, efficiency of services, customer experience, absorptive capacity and service culture.

The report pointed out that the evaluation of the services indicated the lack of standards and standards of service, indicating the extent of the Center's commitment to treat the customers, the waiting period of the customers to achieve the services. Post offices provide ID cards, in a personal presence to the customer. This service accounts for 75% of the total number of customers.

On the "efficiency of services", the report showed that 80% of the cards are delivered at Al Karama Center. This figure includes those who do not have a "workers' class" mailbox, and the services are not designed according to the needs of the customers.

In the center of the "customer experience", the report pointed out that there is no consistent experience for the Center's users in their different categories, and the congestion is increasing due to the sending of text messages to receive cards for large numbers at the same time. Most transactions of the center are conducted in more than one interaction. Counter »to complete the service.

In the "Capacity" column, the report indicated that, based on the 2018 STAR System Report, it was found that demand expectations were set at the number of transactions, and the demand level at each service level was not forecasted, and the Center delivered more than 3,000 identity cards per day , Which causes severe congestion, absorptive capacity does not suit the number of dealers, and in the axis of "culture of service" The report showed the need of staff of the Center to further capacity-building in terms of employee behavior and mechanisms of dealing with customers.

Vice President of the State:

• The level of services at Emirates Post is not our level. I will not be part of my team who will continue to provide this level.

To view the results of the Confidential Shopper Report on Emirates Post Group Services, please click on this link.

60% of Emirates Post customers are dissatisfied with the service

A survey by Emirates Today on its Twitter account revealed that about 60% of Emirates Post customers are dissatisfied with the service.

The survey was conducted following the announcement by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, of the results of the confidential shopper's report on the level of services at one of the group centers on his official account.

According to the survey conducted by Emirates Today, about 19% of the respondents are satisfied with the Emirates Post service, in response to the question: "Are you satisfied with the Emirates Post Group's services," in which 486 participants participated in three hours, While 21% of the respondents expressed their dissatisfaction with the service in some branches.

Another question was: "If you have a negative experience with (Emirates Post), is it about long waiting time, missing or delayed delivery of parcels or messages, or dealing with customer service staff?" The question was answered by 538 participants within three hours.

65% of the respondents said that their negative experience was the result of the long wait time to get the service inside the center they deal with, while 21% found that the customer service staff treated their negative experience with the service, compared to 13% said they were delayed or lost messages and packages related to Their own.

The results of the secret shopper's report on the level of services at Emirates Post divided service standards into five axes, including services, service efficiency, customer experience, absorptive capacity, and service culture.

The negative results revealed that congestion is increasing in the center visited by the shopper because of text messages to receive cards for large numbers at the same time, and the center delivers more than 3000 ID cards per day, causing severe congestion.

• References Wait 35 minutes without ending treatment

«Emirates Post» .. Neglecting inspection parcels and imposing unjustified fines

Ameen Ameen - Ras Al Khaimah / UAE Post Office's auditors said that postal services do not meet the level of government services required to be offered to the public. The level of customer service has not reached the five-star level nor the level of delight. And delay the completion of transactions for more than 30 minutes, and also impose fines on traders up to 150 dirhams if they do not receive the parcels received on time, although they do not receive text messages.

Auditors at Emirates Post said that the services at Emirates Post were still paper and did not develop into the e-services stage. The auditor is obliged to manually fill in his personal data in the circumstances and packages, despite the fact that all government institutions and departments have adopted personal identification data And employee and customer effort.

Resident Abu Mohammed Amin said he went to the Emirates Post office in Umm al-Qaiwain last Saturday to send a parcel to his family outside the country, where he waited 35 minutes to get his ticket number to the auditors. He added that after the arrival of his role refused the employee to complete his treatment and asked him to bring an invoice for the value of the purposes he wishes to send.

"Last year I sent the same products to members of my family in both Germany and Tunisia, without the same employee asking me for any documents or purchase bills," he said.

The resident Islami Aiyari said he sent a mail parcel to his family in the German city of Munich last year worth no more than 200 dirhams from a post office in the state, where the delay in arrival in time for a month and a half. "When I checked the post office, it was found that the parcel had been returned to the post office and placed in the warehouse, and a fine of 150 dirhams was charged for storing the parcel at the post office for more than a month.

He explained that he had not received any text messages from the mail stating that the parcel had been returned and that he had to receive it before any fines were imposed, pointing out that the postal officer had informed him that they had contacted him although he had not received any communications or letters from the mail.

Mohammed al-Kaabi said that last year he went to the post office at the Jumeirah branch in Dubai to complete his treatment. They asked him to manually fill in his personal data. He asked them to enter the ID card in the smart reader to get the data to save time. , And they are still dealing with the paper system in the completion of some transactions.

He pointed out that the failure to develop the services of «Emirates Post» to the level of government services caused delays in transactions of auditors and waiting for long periods in order to reach their role and complete transactions.
"I bought a smart screen from Hong Kong and after receiving it by mail and opening it inside my vehicle, it turned out that it was broken. I contacted the manufacturer to replace it, and they agreed to this, provided I sent a report that the screen was broken," Rashid Mohammed said.

He said that one of the staff at Emirates Post refused to give him the report and informed him that he had to inspect the parcel at the post office and that they had no responsibility as soon as the eviction came out of the office.

According to Ali Abdullah, his family sent him dried food from one of the neighboring Gulf states to the central post office in the Emirate of Sharjah, without receiving text messages or receiving a call from the mail stating that the package had arrived at the privileged mailbox.

"Two weeks later, I went to the central post office to ask why the expulsion was delayed. One of the staff informed me that the parcel had arrived from three days, and as soon as I received the parcel I found out that the food had been spoiled because it was placed in a humid place."

He explained that he did not receive any text messages from the mail stating the arrival of the parcel, and that the poor quality of their services caused the damage to the parcel sent to him, and the reluctance to deal with the Emirates Post later.

Offices of «Emirates Post» have delays in completing transactions. Emirates today

Traders in Al Karama: The completion of our transactions takes more than an hour

Dubai - Emirates Al-Youm, yesterday, was heavily packed by customers at the Emirates Post Office in Al Karama, delaying the termination of transactions quickly, which may take more than an hour, as well as the lack of serial numbers of auditors on the electronic screen , The lack of sound alarms for all references, as well as the sharp treatment of some employees, according to dealers, as the reception staff seemed confused between the contention of customers and the number of queries and the different transactions.

While Office officials refused to respond to Emirates Today's inquiries about the customers' comments on the services of the office, which received a four-star rating earlier.

"Employees in the office are dealing very sharply with clients," said Imad Ibrahim, a trader. "This treatment is clearly different from their counterparts in other government agencies such as Al Karama Hospital, which is also very crowded because of the number of reviewers conducting medical examinations."

Obaid Al-Awadhi, one of the dealers, noted that the order numbers for the completion of transactions on the screen are not sequential, in addition to the absence of a voice alert for the next number. Therefore, the customer is obliged to watch the electronic screen continuously for fear of appearing his number without being aware. Between him and the last treatment is done 150 numbers, which forces him to wait more than 150 minutes, if it takes only one minute treatment.

"I checked the Emirates post office in Karama to receive a parcel sent to me from my home and it took more than an hour to get it," said Nour Safi al-Din, one of the dealers. "I thought it would take no more than 10 minutes, In an exaggerated manner".

Heavy congestion at Emirates Post office in Karama. From the source