Emirates Post has promised to improve its services “as a matter of urgency” after one its branches was singled out as the worst in the country by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Prime Minister and Vice President of the UAE and Ruler of Dubai.
Of the five centres identified as having the worst service in the UAE, the Emirate Post Al Khan branch in Sharjah was in last place.
The announcement came following a two-month review of 600 customer service centres across the country. Sheikh Mohammed said that senior managers at poorly performing branches were dismissed and replaced.
In a statement responding to its poor performance, Emirates Post said that it would become a service 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 need,” the statement said, according to The National.
“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,” it added. “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.
Among the changes that will be made include “improved offerings and digital solutions”, the statement said.
“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.”
Emirates Post previously came under public scrutiny in April, after Sheikh Mohammed said he received information from a “secret shopper” that showed poor service standards and long queues of customers.
On Sunday, Dubai Crown Prince Sheikh Hamdan bin Mohammed said that the top and bottom three government service centres will be made public every year, starting on January 18, 2020.
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