Dubai Municipality (DM) has once again highlighted its emphasis on providing high quality services to its customers by promoting its Suggestion and Complaints service, which can be used by employees, customers and the general public to submit their suggestions or complaints that will improve the overall working of the Municipality.
The Suggestion and Complaints service of Dubai Municipality was introduced to enhance the performance and quality of services offered by the Municipality. The suggestions can be of two types – suggestion of positive financial results, where an implemented suggestion proves to have a financial return, and suggestion of positive moral results, where an implemented suggestion cannot be directly measured in terms of financial return.
The employees, customers and public, submitting their suggestions have an opportunity to win cash rewards up to AED 30,000, depending on the type of suggestion and the returns it brings to the Municipality. For instance, in the first type of suggestion, which results in financial gains to DM, a suggestion that results in returns ranging from AED 100,000 to 300,000, the person giving the suggestion will be rewarded with AED 10,000. The reward offered will increase in proportion to the value of the suggestion.
“Although Dubai Municipality has been committed to offering the highest level of customer service, we require the cooperation of our employees and clients to guarantee maximum efficiency and productivity in our operations,” said Abdulla Al Shaibani, Assistant Director General for Technical Services, Dubai Municipality. “Addressing employee and customer grievances in the best possible way has been high on our agenda and we are glad that there has been an increased use of our suggestions and complaints service.”
“Our suggestion and complaints service has evolved rapidly, since it was first introduced in the year 2000. Today, this service uses advanced technological solutions to provide statistics about the number and types of suggestions received. On an average Dubai Municipality receives around 190 suggestions a month, and in 2005 alone, the Municipality has received 3,900 suggestions,” added Al Shaibani.
Dubai Municipality has a specialised team for evaluating the suggestions received and to take necessary action. Further, DM has also introduced an email and SMS alert facility whereby persons submitting the suggestions will be informed on the status of their suggestion through SMS or email.
There are several ways to submit suggestions to Dubai Municipality, such as by visiting the Municipality website, www.dm.gov.ae, by filling up a form and depositing it in the suggestions box, by calling the customer care section on 04-2064859, by calling Dubai Municipality Emergency office on 04-2232323, by sending a fax to 04-2064478 or by visiting the customer care section in the main building of Dubai Municipality.
