UAE revolutionary modernised citizen services

The Federal Authority for Identity and Citizenship aims to play a distinctive and effective role in the sustainable development and economic growth of the UAE through the development of a precise population registry that supports the government in the strategic planning processes, which will contribute to elevate the country to its status among the developed countries of the world. 

This goal is achieved through the services of identification and authentication of ID provided by the Federal Authority for Identity and Citizenship to the customers, which form the basis of the Commission’s work and plays an important role in shaping a bright future not only for the Commission but also for the United Arab Emirates in general. 

Strategy of the Federal Authority for Identity and Citizenship to provide services 

The Federal Authority for Identity and Citizenship believes in the formation of a cohesive community with the customers and partners concerned, and recognizes the importance of “customers voice” and will focus on the design of a cooperative framework for the provision of services” 

The Federal Authority for Identity and Citizenship plays a key role in developing the culture of innovation and entrepreneurship to establish the foundation of the digital economy in UAE and in order ICA to serve as a global leader in

Customers shall have a unique and consistent experience with the Federal Authority for Identity and Citizenship, which will be a unified and consistent experience within all segments of the customers, services provided and channels of service” 

ICA seeks to provide high quality services to suit the needs and expectations of its customers, achieve their satisfaction and exceed their expectations, as well as seek permanent excellence in the field of customer service. 

Access to service stage advantages: 

  1. Text messages are sent to the customers at all stages of applying as follows: 
  2. A welcome text message upon submission of the application with the next step required by the customer. Either in Arabic or English depending on the nationality of the customer. 
  3. Text messages for the stages of the transaction are checked from the request, sent to print as reminders are sent to the customers to install the residence or modify the request before it is cancelled. 
  4. Email to respond to inquiries and complaints 24/7. 
  5. Call centre available around the clock and year in 3 languages (Arabic, English, Urdu) 
  6. Social communication channels to respond to inquiries and observations 
  7. Happiness Centers and centers attached to preventive medicine near the medical examination centers to facilitate the customers and provide services. 

Post-access service: 

  1. Call centre available around the clock and year in 3 languages (Arabic, English, Urdu) 
  2. Email to respond to inquiries and complaints 24/7. 
  3. Social communication channels to respond to inquiries and observations 
  4. Text messages will be sent to remind you about the expiration of the ID card. 
  5. Social communication channels, website, text messages, call centre to identify services and development procedures. 

Priority goes to services provided to individuals and both the private and government sectors. In line with the UAE Vision 2021, the federal strategy and initiatives related to smart government transformation aim to increase customer satisfaction by providing 24/7 online/smart services. All our services are 100% automated, more information can be found via visiting https://www.ica.gov.ae.

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