Dubai rolls out service-focused training for Amer Centre staff

Dubai: In a significant move to enhance customer service, the General Directorate of Identity and Foreigners Affairs – Dubai has launched its first comprehensive training toolkit for employees at Amer Centres. The initiative aims to deliver smoother, faster, and more consistent services for all visitors to Amer Centres.

The newly introduced training programme is designed to equip staff with essential skills — from understanding procedures and legal regulations to handling customer interactions in a professional and respectful manner. Within just two months, approximately 80% of newly hired employees at Amer Centres have completed the training.

The toolkit covers a wide range of key topics, including the fundamentals of customer service, handling official documents, the indexing system, and rules regarding administrative violations. It has been developed to be practical, easy to follow, and directly applicable to frontline operations.

Brigadier General Khalaf Ahmed Al Ghaith, Assistant Director General for Entry and Residence Permits, highlighted the Directorate’s commitment to staff development.

“Good service begins with well-trained employees,” he said. “By establishing consistent standards and procedures, we enhance the customer experience. This toolkit is more than just a training resource — it’s a step toward building a strong, values-driven work culture that upholds the high standards we represent.”

The launch forms part of a broader strategy by the Directorate to improve service quality, workplace efficiency, and innovation. The ultimate objective is to foster greater public trust and position Amer Centres as dependable and professional hubs for all residency-related services in Dubai.