Emirates Post Group has announced that it is carrying out a comprehensive modernization and development of more than 90% of its 110 centers nationwide, and confirmed that it has achieved impressive rates at the Al Karama Central Post Center in Dubai, which has completed its development, to start receiving the public earlier this week, The wait time for the reviewer was reduced to 11 seconds, up from 40 minutes, and the processing time to three minutes, up from 13 minutes.
This transformation came after His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, published on his social media page last April a photo of Al Karama Post Center, linking him from a secret shopper, showing the level of services at the center. Which appeared low, and not befitting the level of services to the state government. His Highness said in a tweet: «A picture I received through a secret shopper of the level of services in Emirates Post .. This is not our level .. nor our services .. It will not be in my team who continue to provide this level».
Dealers with Emirates Post, whom Emirates Today met at Al Karama Post Center, said yesterday that they were surprised by the development and modernization processes that took place in the center, stressing that their transaction was completed in a few minutes, after it required about an hour before, They commended the remarkable modernization process that facilitated their journey within the institution.
A field tour of Emirates Today at Al Karama Post Office in Dubai revealed that the waiting queues were completely completed and the speed of completion of transactions was remarkable, which was commended by reviewers of the Center, including those who witnessed the period of pre-modernization for years.
Emirates Post said that the modernization and development process is continuing, with the aim of raising the level of services in all service centers, in line with the government's approach to access to five-star service centers and raise the level of customer satisfaction and happiness.
She added that the group aims also to reduce the journey of the customer from entering the center until the completion of the entire transaction, and completely eliminate the queues of waiting, and turn the working environment in the group to an ideal environment, stimulating, attractive to citizens.
She pointed out that the development processes included raising the number of staff, increasing the number of counters, and the allocation of counters for transactions that require longer time, as well as for people of determination and the elderly, in addition to the provision of identity services and «Amer» in the same center, to facilitate the journey of the customer.
In recent years, Emirates Today has received numerous complaints and observations about Emirates Post Group, which have been published in succession.
The customer, Mohammed Debishi, said that he has been dealing with the Karama Post Center for 12 years continuously, during which he spent a long time to complete his transaction, both in terms of waiting or completion of the service, which is completely over now, where he has not spent more than five minutes since Entering the Center and completing his treatment.
He stressed that what has been achieved in the center saved the auditors a lot of time and effort, and reflected significantly on the happiness and satisfaction of customers.
Hazem Al-Sayed said that he was surprised for the first time by going to the Customer Happiness Officer once he received the ticket for the customer's serial number.He spent only three minutes to complete his transaction, stressing that his experience was exceptional, did not pass the same in any of the other service centers.
The customer, Salma Ali, said that she found herself in front of the customer happiness employee after entering the center less than a minute, to begin to complete the treatment immediately, which reflected positively on her mental state, where she expected to spend at least half an hour before leaving the place.
Before
40 minutes waiting time for references.
13 minutes processing time.
Long queues.
distance
Waiting time for references to 11 seconds.
3 minutes transaction time.
Queues are completely finished.
Raise the number of staff.
Increase the number of counters.
Allocating counters for long transactions.
Counters for the elderly and the elderly.
High satisfaction rate.
Save time and effort on reviewers.
Dealers: «What has been achieved in the post office of dignity saved us a lot of time and effort».
Emirates Post: «Modernization of centers eliminates queues and waiting and turn the working environment to ideal».