Abu Dhabi, UAEThursday 24 October 2019

Emirates Post vows to improve after criticism from Prime Minister

The postal operator will take action after one of its branches was branded the country's worst service centre

Sheikh Mohammed bin Rashid, Prime Minister and Ruler of Dubai, the government's decision to issue long-term cultural visas.
Sheikh Mohammed bin Rashid, Prime Minister and Ruler of Dubai, the government's decision to issue long-term cultural visas.

Emirates Post vowed to improve "as a matter of urgency" after one of its branches was branded the worst in the country by Sheikh Mohammed bin Rashid, Prime Minister and Ruler of Dubai.

Sheikh Mohammed named the five centres whose service delivery was deemed to be the worst across the Emirates on Saturday, with Emirates Post's Al Khan branch in Sharjah at the bottom of the rankings.

The service centre received damning criticism over weak employee performance. Inspectors said poor mechanisms were in place to deliver services, while morale was also described as low.

The ratings were announced after a two-month review into 600 centres nationwide.

Sheikh Mohammed revealed that senior managers at failing centres had been dismissed and would be replaced by those who "know how to deal with customers".

In response to Sheikh Mohammed's tough stance, Emirates Post pledged to raise standards across its network of centres to make its postal service one to be "proud of".

"Following Sheikh Mohammed bin Rashid's comprehensive evaluation of all UAE’s government centres, we humbly acknowledge that transformation within our business is needed," an Emirates Post statement read.

"To address this, we have deployed a dedicated team on-the-ground at our Sharjah Al Khan branch to improve services as a matter of urgency, as well as reviewing branches across the network.

"As a business, we are focused on improving the quality of our services and enhancing the customer experience in line with the vision and guidance of Sheikh Mohammed.

"We are in the midst of a transformation designed to make Emirates Post a postal service to be proud of. The changes taking place across our branch network will see improved offerings and digital solutions that will make our business more streamlined and efficient.

"We assure our wise leadership and the citizens and residents of the UAE, that we are wholly committed to developing our services to ensure the high standards of the UAE are continually being met."

It is not the first time Emirates Post has come under fire from Sheikh Mohammed.

In April, the Prime Minister criticised its poor standards and pledged to remove underperformers after sharing a picture of long queues at an Emirates Post branch.

He spoke of the need for a broader focus on customer service and "transparency" in public services.

"I have received a photo from a secret shopper showing the level of services in Emirates Post," he wrote on Twitter at the time.

"This is not our level. These are not our services.

"And whoever continues to provide such level of services will not be among my team."

On Sunday, Sheikh Hamdan bin Mohammed, Crown Prince of Dubai, said the best three and worst three government service centres in Dubai would be made public on an annual basis, starting on January 18, 2020.

"We are committed to transparency with the announcement of these results and we expect, from today, to provide a new level of public service with the goal of making every customer of the Government of Dubai happy," Sheikh Hamdan said.

"I will personally follow up on the quality of services and the ease and speed with which they are provided.

"All government entities in Dubai must realise that we all work under the leadership of [Sheikh] Mohammed bin Rashid, who only recognises excellence and the number one."

Updated: September 15, 2019 08:56 PM

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