Dubai M-visas boost customer convenience

Dubai: Dubai residents will now be able to process visas and visa-related transactions and receive visas without visiting the Dubai Naturalisation and Residency Department (DNRD), a top official told Gulf News.

They will be able to receive visas at their home, office or wherever they are through mobile visas (M-visas), as government services move from e-government to m-government, providing greater convenience for residents.

In line with its strategy to facilitate access to its services across Dubai and to simplify procedures for residents and nationals, DNRD is set to unveil four major services at the Gulf Information Technology Exhibition (Gitex) 2009 which begins today.

Following the success of its highly acclaimed services, DNRD will unveil the advanced version of its e-services during Gitex.

These include the self-service kiosk, an e-link between the Dubai Health Authority (DHA) and DNRD, Barq, and mobile services.

In an exclusive interview with Gulf News, Major General Mohammad Ahmad Al Merri, director-general of DNRD, said: "These services are part of a greater programme by the DNRD to simplify procedures and to utilise the world's most sophisticated data management technology to offer quality services around the clock."

Luxury service

The self-service kiosk is a multifunctional machine that allows residents to check the status of their visas, print out their resident/visit visas and visa extensions and allow Emiratis to renew their passports.

Barq is a luxury service which allows residents to complete DNRD transactions from their homes or offices.

The mobile service allows people to check their records in the DNRD via their mobile by dialling *150#.

The M-visa also allows visitors, residents and guests in Dubai and abroad to receive instant notification via e-mail and text messages upon issuance of their entry permits or visas of all types.

DNRD is the winner of Dubai Government Excellence Awards for 2009 for its ongoing efforts to provide the best services for customers and contribute to social development.

In the last three years, Al Merri said, he was looking for change for the DNRD in all aspects.

Al Merri, who never fails to answer phone calls and never prohibits anyone from walking into his office to sort out issues, didn't forget to focus on the bigger image of DNRD.

He also introduced a complaints and suggestions scheme.

"We are striving to achieve the highest level of customer satisfaction and improve our employees' skills and performance."

Al Merri said: "Gitex is an excellent platform to showcase our groundbreaking initiatives and create awareness among all residents about the numerous benefits of our latest automated services that will reduce waiting times and offer our customers first-class services with more options and features."

The participation fulfils DNRD's commitment towards a knowledge-based economy, in line with the strategic plan of His Highness Shaikh Mohammad Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, he said.

"In Gitex this year we have raised DNRD e-services from 60 per cent to 90 per cent and we will offer visitors the opportunity to experience closely the new set of automated services that will be presented for the first time," he said.

"Our pavilion in Gitex will showcase a full range of services including new ones such as Barq, an e-link with DHA, a new version of the self service kiosk, and mobile services.

"We are doing our best to achieve the most efficient and high quality services for clients as well as show our support for the UAE economy and enhance Dubai's position as an international destination.

Schemes

Afkari (My Ideas) : A new scheme to encourage creative input from staff at DNRD devised in May 2009. The online scheme aims to further increase the levels of staff satisfaction in each department.

It is an interactive platform to allow employees to offer their individual ideas to improve the quality of services and suggestions for new facilities within the department.

Amer (How Can I Help?): Provides customers with prompt answers for all their visa related enquiries.

The DNRD recently introduced new media channels for better customer service. Inquiries can be made through a live webchat with customer service executives Sunday to Thursday from 10am to 5pm.

Customers need to log on to the DNRD website www.dnrd.ae to gain access to the Quick Links section and start a chat session with one of the highly trained customer service executives through the e-chat link.

The webchat option was introduced as part of the new communications channels offered by Amer which also includes the toll-free number 8005111 and the website www.amer.ae and e-mail amer@dnrd.ae

Amer gives the opportunity to receive customers' suggestions, inquiries, notes and complaints and to reply to them in record time.

This rapid process helps maintain the highest levels of transparency and excellence in customer service while ensuring secure transactions.

The launch of this innovative service reflects the objective of the DNRD management to improve services and provide customers with the latest technology to simplify procedures.