Dr. Saif Ghanem Al Suwaidi, the director of Dubai Courts, honored the team from the Dubai Courts Call Center in recognition of their outstanding performance during the second quarter of 2025, achieving a perfect score of 100% in the secret shopper report. This remarkable accomplishment reflects the dedication of the team members in fulfilling their duties according to the highest standards of quality and efficiency.
Among those recognized were Abdullah Al Rais, Director of Customer Happiness, Shams Al-Din Al-Badawi, Director of Licensing and Regulation, Khaled Mohammed Al-Shahi, Head of Central Services, Mohamed Ali Al-Hashimi, Head of Personal Status Services, Huda Abdul Rahman Al-Balooshi, Head of Litigation Guidance, and Mohammed Fathi, Call Center Supervisor.
During the recognition event, Dr. Saif Ghanem Al Suwaidi emphasized that this achievement stems from the collaborative spirit and sense of responsibility among employees. He noted that the results are a product of a clear roadmap and direct monitoring of operational plans aimed at fulfilling strategic goals, aligning with the leadership’s vision for enhancing the quality of government services and ensuring customer satisfaction.
Specifically, the report indicated that the call center handled over 100,000 public inquiries since the beginning of the year, which included phone calls, live chats, and WhatsApp conversations. The team responded to approximately 58,996 phone calls, interacted with 8,526 live chats, and engaged in 32,490 conversations via WhatsApp.
The average response time was only 7 seconds, significantly better than the target of 10 seconds, showcasing the team’s efficiency and readiness to meet customer needs with precision and high quality.
Excellence was not limited to the call center alone; it extended to various service centers as well. The main building of the Dubai Courts achieved a satisfaction rate of 98.6% in the secret shopper report, while the Personal Status Court recorded a perfect satisfaction rate of 100%, confirming the consistency in service quality and the efficiency of the operational system.