TRA organizes workshops to develop the Customers Happiness Strategy
The General Authority for Regulating the Telecommunications Sector (TRA) organized workshops focused on establishing the TRA's Customers' Happiness Strategy and was participated in by representatives from all departments and divisions in the TRA. This method is among the TRA's essential innovative initiatives within its efforts at prioritizing customers' needs in all initiatives and advancement plans. The Customers Happiness Strategy is a pioneering initiative introduced by the TRA making substantial strides to achieving leadership and quality in order to fulfill the directives of the UAE's smart leadership and transform from customers' satisfaction to customers' happiness.
The workshop focused on the significance of uniting efforts of all sectors and service departments to achieve customers' happiness in line with the directives of the nation's leadership in this regard, its efforts in areas of innovation and creativity. The conversations around lining up the Customers' Happiness Strategy with the requirements of the "Mohammed bin Rashid Award for Excellence in Government Performance" and the "Emirates Government Service Excellence program" (star rating) gained amazing interest from the audience offered its significance in strengthening the TRA's profile and its prominent position from the dealers' perspective.
The workshop was inaugurated by H. E. Hamad Obaid Al Mansouri, TRA Director General who delivered a presentation on the TRA's vital and strategic function in serving customers, satisfying their requirements and supporting advancement and development in the UAE in general. "The TRA oversees the UAE ICT sector which forms the foundation of financial and social advancement in the world today. We also handle a range of jobs that function as key pillars in the government's work. For instance, we manage the UAE Federal Government Network (FEDnet) which acts as an incubator to the electronic and smart change. Furthermore, we oversee a number of essential joint services and tasks that support other government entities in their improvement to smart government and smart cities," H.E. stated.
"This workshop can be found in the framework of the UAE's wise leadership's instructions and strategies concentrated on putting the happiness of residents at the forefront of its top priorities. Based on this pattern, we have actually established main tactical pillars that consist of mainly developing smart service centers, and carrying out a direct interaction and communication mechanism with our consumers like "Hadhreen", in addition to improving and updating the Customer Service Charter and ultimately forming an unique innovation group dedicated to develop services which straight linked to Customer Service Section," H.E. included.
"In order to put the key strategy components into action, an integrated committee was formed to follow up the progress accomplished in establishing and executing the Customers Happiness Strategy. The committee makes up members from numerous departments and sectors in the TRA, It will develop procedures and policies directed to achieving the key tactical goals including raising government awareness, increasing efficiency and effectiveness through adopting financial effectiveness and performance requirements in project management, concentrating on results, and promoting innovation in federal government services in order to attain a 7 star service rating," H.E. concluded.
The workshop participants developed a set of suggestions including enhancing efforts to connect Customers Happiness Strategy with the TRA's strategy, analyzing the TRA's internal and external environments and utilizing them to develop the crucial pillars of the Customers Happiness Strategy building on the detailed Customer Satisfaction Study conducted by the TRA and UAE Cabinet reports on establishing centers and services. In addition, the individuals evaluated the TRA's future strategies to include all requirements and initiatives aimed at improving positive environment at the workplace.
