VP stamps Emirates Post for poor services, warns heads might roll
dubai — His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, has publicly reprimanded a government entity for its poor services, and vowed to remove officials who don’t perform well.
Taking to Twitter on Monday, Sheikh Mohammed shared a photo that shows long queues at a branch of the Emirates Post. Pulling up the postal operator, Sheikh Mohammed told it that “this is not our level” and shared its ‘performance report’. “These are not our services. Whoever provides such level of services will not be in my team,” he said.
A team Sheikh Mohammed dispatched to the branch sent the photo and report to him. “I put this report out here transparently. I remind everyone that everything will be done with utmost transparency.”
The team of “mystery shoppers” or investigators found that customers had to wait for long periods to be served. The Karama branch of the Emirates Post, which handles 80 per cent of Emirates ID transactions, had not conducted “capacity-building” to handle the volume of customers.
This is not our level. These are not our services. Whoever provides such level of services will not be in my team.”
His Highness Sheikh Mohammed bin Rashid Al Maktoum
dubai — His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, has sent another strong and clear message on governance: That he is not going to tolerate poor government services and he declared that he would remove staff and officials who are not performing well.
Taking to Twitter on Monday morning, Sheikh Mohammed shared a photo of long queues at a branch of Emirates Post. He reprimanded the government agency and publicly shared its performance report — all in the spirit of transparency and the need for stronger customer service.
The photo that was shared came from a team of ‘mystery shoppers’ or investigators that was dispatched to measure the quality of service as well as staff performance at Emirates Post. The mystery shoppers returned with a photo showing customers waiting in long queues.
In his tweet, Sheikh Mohammed disapproved of the poor service. “This is not our level. These are not our services. Whoever provides such level of services will not be in my team,” he said. Sheikh Mohammed also publicly shared Emirates Post’s evaluation report. He highlighted the indicators for their poor performance.
According to the report, which surveyed the Karama branch of Emirates Post, there are no proper indications or index linking to the centre’s efforts to deal with customer satisfaction and customers have to wait for long periods of time to receive a service.
There is also an overcrowding at the post office due to the increased amount of text messages sent to customers for Emirates ID pick up and customers have to visit multiple counters to complete a transaction.
Moreover, the Karama office, which handles 80 per cent of Emirates ID transactions, has not done a capacitybuilding to handle the large number of customers. Serving the people is the first in the list of 10 commandments of governance, that was issued by Sheikh Mohammed in his latest book titled Qissati (My Story.
Khaleej Times asked Emirates Post about the tweet but they promised to give comments earliest on Tuesday morning.