Feel at home in Land Department

The Land Department invites customers to its premises in Deira to have a cup of coffee, play a game of chess, and attend to business.

"Ka'annaka fi beitak" (Feel at home) is the new slogan for the department's Customer Care Section.

The comfortable milieu is expected to instill a sense of camaraderie amongst businessmen and encourage them to conduct affairs in the manner of their forefathers many moons ago.

"The idea is that we want our customers to feel at home when they come to the Land Department. We want this to be a place where they can sit comfortably, and discuss business over a cup of coffee," said Juma Mohammed bin Humaidan, Director, Customer Care Administration. "During the past two years, there has been a great improvement in the way we provide services to our clients. The new slogan encapsulates this progress."

According to bin Humaidan, the department has been working overtime to streamline procedures, reduce red tape, and improve the quality of services.

"Whenever there is a complaint, or a suggestion on how to enhance our services, we try to adapt," he said.

This year, two terminals have been set up on the department's ground level to allow customers to access the Internet. The reception area has been upgraded to serve not only as an information centre, but also to process certain procedures. Bureaucrats are also being trained in the art of multi-tasking.

"In the past, one person would take your application, then send you to another station. There, the attendant would direct you to another office. But now, we have one guy, who can complete the procedure from A to Z," said bin Humaidan.

The department is also training its staff to deal with contingencies. There are instances when family members are embroiled in a feud over a plot of land or property. Usually, the department would make an effort to solve the issues, and if unsuccessful, the case would be referred to court. In recent months, however, the department has appointed specific individuals, who are trained in solving inheritance-related disputes, to solve these issues in-house.

"We try to help our clients solve their problems," said bin Humaidan. "We often come across families that are fighting over land-related matters. Now we have appointed people in the department to resolve disputes of this nature. It makes things more peaceful, and saves our clients the hassle of resorting to the courts."

Since its establishment in 1960, the Land Department has gained the trust of UAE nationals, by offering distinguished services and sound advice. With property in designated areas now up for grabs for foreigners, the department has had to expand its services to meet a broader scope of needs.

Among the services introduced this year, the department's website (www.dubailand.gov.ae) is up and running in Arabic and English. Perusers can find plenty of useful information, from an index on property transactions, to updates on land-related affairs. The website outlines the structure of the Land Department, provides a brief history, a list of all its services, and the processing fees. Prospective property buyers can also find on the website a comprehensive list of registered real estate agencies in Dubai.

Another related project is the Department's electronic newsletter. Clients need simply subscribe via the website, and they will subsequently receive regular updates on market news. The service is available both in Arabic and English.