Ministry of Interior in UAE improves customer experience through SEDCO’s CEM solutions

better control over the citizens' visit
Industry
Public Sector

Headquartered in the heart of UAE, Abu Dhabi city, the Ministry of Interior (MOI) is considered one of the essential federal authorities in the country, where the full integration of police and security systems is one of its vital and important targets. The ministry consists of 4 main directories: Immigration, Civil Defense, Police, and Traffic. It has a total of 256 branches distributed across the country; each branch serves approximately 1200 citizens per day.

Since the establishment of UAE in 1971, the country witnessed great development, leading to an increase in the policemen's duties and responsibilities, which required developing all capabilities in order to fight crime and provide security, stability, and safety for all citizens and residents in the UAE. Ever since, MOI has always sought ways to improve its services, which includes adopting digital branch transformation technologies.

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Business Situation

 

With the huge number of citizens visiting the Ministry of Interior (MOI) in UAE, it became very hard to manage the citizens’ visit using a standard queue management system. 
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Solution

 

A complete and advanced queue management system with smart BI solution that gave MOI better control over their customers' visit, and empowered them with BI tools to monitor and optimize performance.

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Benefits

 

Manages the customer journey, monitors and controls the performance of employees and branches, saves time, reduces costs, and optimizes MOI customer experience.

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SEDCO's customer experience management system at ministry of interior in UAE

Business Situation

MOI used a standard queue management system that gradually affected the level of its services. Branch managers had to rely on manual reports to evaluate performance. Those reports only showed historical data about the transactions, without any indication of the quality of service or the performance of employees. The old system also didn't have the necessary tools to analyze data and to make future plans, which led to:

  • Unorganized customer flow within branches.
  • Lack of control on all branches in real-time.
  • No systematic way to measure customer satisfaction.
  • The lack of real-time performance monitoring

For all these reasons, MOI came to a conclusion that it needed a more comprehensive solution that would take all of the above challenges into consideration. MOI sought a powerful solution that will help it to monitor its branches and employees while creating a friendly place for its customers and maximizing performance at the same time.

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SEDCO's Queue Management system at Ministry of Interior branch in UAE

The Solution

In order to optimize performance and have better control over the employees and branches, MOI adopted Customer Visit Management system (CVM) from SEDCO, a leading provider of smart digital branch transformation solutions.


Advanced Queue Management System

Citizens can select the service they require from the ticketing kiosk after arriving to their closest branch. The system empowered MOI to better manage its citizen journey, ensuring a smooth flow from one service to another. Integrated with audio announcements, the queue system makes it easier for citizens to know which service counter to go to.


Smart Digital Signage Solution

CVM solution is furnished with an advanced digital signage system, which serves two functions: Calling next customer forwards, and displaying educational material to increase awareness among MOI visitors about the updated services and laws and other information.

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SEDCO's BI live monitoring dashboard at Ministry of Interior's branch in UAE

Customer Feedback System

Citizens can their feedback about MOI services and employees before they leave the branch. MOI visitors give feedback through touch feedback panels. Each transaction is linked to related information (e.g. service details, employee name, waiting and service times). The ministry uses this feedback to measure customer satisfaction and to evaluate and improve its services and employees.
 

Full branch Management

With the system’s advanced BI tools, MOI manager can view the productivity of each branch, counter and staff member for any specific time. The system sends an alert message to the branch manager in case of any issue incurred.

The system also includes advanced analysis and forecasting tools, allowing the ministry's higher administration to see the effect of any changes made on the desired result, which enormously decreases research and development costs and allows the ministry to achieve its optimal goals in the least possible time.

Benefits

Smooth, comfortable and stress-free citizen journey
Smooth, comfortable and stress-free citizen journey
Increased service quality
Increased service quality
Maximized efficiency by saving staff and customers’ time
Maximized efficiency by saving staff and customers’ time
Real- time central management in all branches
Real- time central management in all branches
Better monitoring of employees and transactions
Better monitoring of employees and transactions
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