Case Study- CVM -Ministry of Interior-UAE

Case Study Ministry of Interior (MOI) - UAE

SEDCO

CVM – Customer Visit Management Full control over branches and optimal performance Overview Business Situation

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

Solution

A comprehensive customer visit management solution that gives MOI better control over their customers' visit, and empowers them with the necessary tools to monitor and optimize performance.

Benefits

Controls customers' visit, monitors and controls the performance of employees and branches, saves time, reduces costs, and optimizes the overall performance of the ministry.

Business Situation 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 customers 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 the latest technologies available.

MOI used a standard queue management system that gradually started to fall behind as the demand on services increased. The system lacked the functionalities required to optimize the ministry's performance. One of the challenges facing MOI was the lack of an efficient way to monitor performance in real time.

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Case Study Ministry of Interior (MOI) - UAE

SEDCO

Instead, branch managers had to rely on annual 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.

Furthermore, it did not offer any efficient method to monitor the employees' performance and transactions in real time and to track any problems or inefficiencies.

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 maximize performance at the same time.

The solution In order to optimize performance and have better control over the employees and branches, MOI adopted Customer Visit Management solution (CVM) from SEDCO, a leading provider of specialized IT solutions.

SEDCO followed certain procedures to make sure that its solution is perfectly suited for the needs of the ministry. At first, a team of specialists from SEDCO visited the ministry to identify the current problems that the ministry was facing as a result of using the old system.

Several interviews were made with key decision makers in the ministry to listen to their concerns and identify their needs. SEDCO then proposed a solution, and after obtaining MOI's approval on the proposed solution, customer visit management system was installed in the ministry's headquarters and branches.

CVM solution gave MOI better control over their branches and employees. The system takes care of the whole customer visit, ensuring a smooth flow from one service to another. It allows for central management of all branches from the head office and it allows the system administrator in the head office to view the performance of all branches and control them remotely.

The system also integrates with the ministry's back-end systems, offering better management of branches. On the other hand, the system allows the branch managers to view the performance of employees as easy to read graphical charts. It also allows for generating various reports about the performance of branches and then comparing them to the ministry's averages and targets, which helps in future planning.

CVM solution is furnished with an advanced digital signage system, consisting of digital screens that are placed in various locations across the branches. The screens serve two functions: Calling the next customer forward, by displaying the next customer number on the screen, and showing advertisements and other educational material on the screens to increase awareness among the customers about the ministry's services and laws and other information of interest to them. Customers remain educated and entertained until they are called forward to be served.

Furthermore, the system includes a customer feedback facility, allowing customers to give their feedback about the services and employees before they leave the branch. Customers give feedback through touch feedback panels. The ministry uses this feedback to measure customer satisfaction and to evaluate its services and employees. All this feedback provides a better means for MOI to plan a customer focused strategy.

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Case Study Ministry of Interior (MOI) - UAE

SEDCO

Benefits CVM solution is a comprehensive system that met all the requirements and needs of the Ministry of Interior. After installing the system, MOI had full control over its processes and branches. The central management feature in the system allows the system administrator in the head office to view the employees' workflow instantly and to take the necessary action when needed. This allows for better allocation of resources, which leads to optimal utilization of resources and maximized performance.

The system provides better monitoring of employees and transactions. MOI's administration can have a real time view of the operations and to take immediate action if necessary. For example, if the waiting time exceeds the pre-defined limits, the manager is alerted by the system and can take the necessary actions accordingly. Managers can also see reports about the performance of the branch, such as the average waiting time, the average delay times, etc, which allows for better control of the ministry.

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.

The system also decreases the actual and perceived wait time, by deploying elegant digital screens that keep the customers engaged and entertained until their turn in the service. The system also allows the ministry to give priority to certain customers, based on pre-defined criteria, such as people with disabilities or the elderly, which enhances the service quality.

The new system noticeably saves time. It automates all the processes required to handle a customer's visit. This expedites the service delivery and boosts the productivity of branches. And with the system's remarkable flexibility, it can be easily customized to meet any arising needs for the ministry in the future.

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