Dubai‘s “Residency” Honors Top-Performing “Amer” Centers and Launches the “Service Pioneers” Award
To enhance service quality and increase customer trust, the General Directorate of Residency and Foreigners Affairs in Dubai has honored exemplary centers within the “Amer” network. This initiative reflects its ongoing commitment to improving sector experiences, as the top-performing “Amer” centers were recognized during the first evaluation cycle of 2024, showcasing the quality of their services and responsiveness to customer needs. This recognition marks a significant milestone in the administration’s efforts to elevate effective service standards.
Focus on Outstanding Performance
The award ceremony was attended by Major General Mohammed Ahmed Al Marri, Director General of the department, and Major General Obaid Meher bin Surour, Deputy Director General, along with several relevant leaders. During the event, certificates and trophies were distributed to five centers that demonstrated remarkable performance, reflecting their commitment to innovation and competitiveness in service delivery. Al Marri noted, “The real investment in improving services begins at the first point of service delivery,” explaining that the concept of “Amer” centers originated from a pilot study in 2016 and gained success after implementing an operational model in 2017.
Comprehensive Evaluation Methodology
Based on a quality, satisfaction, and responsiveness evaluation methodology, a classification system for “Amer” centers was established, comprising five categories: accredited center, bronze center, silver center, gold center, and platinum center. This classification clarifies levels of performance and professionalism in service delivery and interaction with customers. Additionally, several individuals were honored in various categories, such as outstanding leader in customer experience management and customer service innovation, highlighting the importance of individual roles in promoting excellence.
Launch of the “Service Pioneers” Award
On the sidelines of the ceremony, the “Service Pioneers” award for “Amer” centers was announced, aiming to enhance competitiveness and motivation among centers to achieve higher levels of quality and sustainability. In this context, Brigadier Khalaf Ahmed Al Ghaith, Assistant Director General for Entry and Residency Permits, stated that “Amer” centers represent an essential part of the administration’s efforts to provide easy and effective services. He added that the presence of these centers, which number 80 across various regions, reflects the administration’s commitment to facilitating access to services.
Al Ghaith also highlighted the significant number of transactions completed since the beginning of this year, with a total of 1,811,485 transactions, demonstrating the success of “Amer” centers in delivering their services effectively and efficiently. The recognition of outstanding “Amer” centers, along with the launch of the “Service Pioneers” award, signals a new phase of excellence and competitiveness in the field of public service delivery.