This consultation invites public feedback to improve the accessibility, responsiveness, range, and integration of service channels, enhancing overall quality and satisfaction.
Participation Summary
Question
How can the
Ministry of Foreign Affairs optimize its service channels to improve efficiency
and enhance the overall customer experience
Subject
The Ministry
delivers a variety of services through its website, smart application,
WhatsApp, and UAE missions worldwide. In the context of ongoing digital
transformation and evolving user expectations, MoFA is committed to enhancing
these channels to provide a seamless, fast, and fully integrated service
experience
Objective
This
consultation invites public feedback to improve the accessibility,
responsiveness, range, and integration of service channels, enhancing overall
quality and satisfaction
Expected
Outcomes
Insights from the consultation will guide the development of a strategy to optimize service delivery, adopt innovative technologies, and streamline application and follow-up procedures, further advancing the UAE's smart government agenda
Outcome And Impact
Introduction
|
Measuring
Public Opinion on the Ministry of Foreign Affairs' Service Delivery Channels |
Participation title |
|
Consultation
|
Participation
type |
|
This
consultation aims to gather public feedback and suggestions on how to improve
the Ministry's service delivery channels, with a focus on ease of use,
service efficiency, channel diversity, and the integration of services across
different channels. |
Brief
description |
|
To
contribute to enhancing service quality and improving customer satisfaction. |
Participation
objective |
|
Individuals
and Businesses |
Target
audience |
|
Ministry
of Foreign Affairs |
Responsible
entity |
|
15-10-2025 |
Start date |
|
07-02-2026 |
End date |
|
4 months |
Participation
duration |
|
Arabic and
English |
Languages
used |
|
MoFA
Website and social media platforms |
Marketing
channels |
2.
Participations Overview
|
|
Number of participants |
|
3 |
Number of
comments |
3.
Recommendations and Actions
Taken
· Advance
the digital transformation of consular services delivered through the UAE's
diplomatic missions abroad.
· Enhance
the functionality of the Ministry's WhatsApp channel to further improve the
customer experience.
· Enhance
the functionality of the Ministry's WhatsApp channel to further improve the
customer experience.
· Introduce
a WhatsApp auto-reply feature enabling customers to track the status of their
applications. As part of the Ministry's 2026 development roadmap, this feature
is being further enhanced to provide proactive notifications and real-time
status updates throughout the application journey.
4.
Outcomes and Next Steps
· Approximately
62% of the roadmap to expand the availability of the digital attestation
service across UAE missions has been completed.
·
80% progress has been
achieved in the study for developing a proactive notification mechanism to keep
customers informed of their application status.
5.
Expected Impact
· Support
the UAE Government's digital transformation agenda by advancing the delivery of
seamless, innovative, and customer-centric government services.
· Enhance
customer satisfaction by providing a proactive service experience that enables
customers to monitor the status of their applications throughout the service
journey.
6.
Resources
·
Link to video: https://www.instagram.com/reel/DMdVhKCzsHQ/?igsh=ZmEzZ3YxOHk5ZDdu
·
Photos of Customers Majlis
Comments (3)
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Anonymous
- يا ليت يقللون وقت الرد على الاستفسارات خصوصًا بالواتساب والدعم الهاتفي
Anonymous
- فكرة حلوة دمج الخدمات الرقمية مع السفارات حول العالم، بس يحتاج تحديث المعلومات دايم
Anonymous
- حلو لو يضيفون ميزة متابعة المعاملات عالواتساب أو الإشعارات، عشان نعرف آخر تحديث بدون ما نتصل