SSSD guarantees services efficacy through new initiative

Sakina Hassan Mohammed is the Director of the Customer Service Center. This center has three main parts: First, there's the "Reception" area where visitors can get help. Second, they offer a 24/7 toll-free phone line 800700, where people can call to ask about social security services, care and protection services, and programs from the Sharjah Volunteer Work Center. This line is also for reporting any issues and sharing feedback. Third, there's the "Customer Satisfaction" team, which handles any complaints or questions. They make sure to forward these concerns to the right departments so that they can act. Afterward, they follow up to ensure everything has been resolved and is up to standard.

Sakina shared that measuring how well social services help people is a new initiative that the department launched in 2024. The goal is to ensure these services really make a positive difference in the lives of those who use them. This evaluation process is applied to 35 different services offered by the department, spanning various centers and homes. To gather feedback, the department uses a simple questionnaire that allows them to communicate directly with users. Each month, they select a group of people to assess how much the services are benefiting them. Additionally, there is a dedicated team of 18 customer service representatives who reach out to clients by phone. They talk to customers about their experiences and record their thoughts on the services they receive, helping to improve quality and effectiveness.

After reaching out to our customers and having several conversations with them, we gathered detailed information about how satisfied they are with our services, including their feedback and comments. This helped us pinpoint what we're doing well and what areas need improvement. With this information, we are working on a plan to enhance our services and boost customer satisfaction. We're also collaborating with the Institutional Development Office in our department, which is responsible for guiding and implementing these improvements.

Sakina stated that the center had some important findings from our evaluations of various shelters managed by the department, and they all achieved a perfect score of 100%. This includes places like the elderly care home, a safe home, and a social care home for children. Each type of service has its own specific set of questions that relate to the needs of the people they serve.

To understand how well these services are meeting the needs of the residents, we ask them to rate their experiences on a scale from 1 to 5. The residents explain their choices, which helps us gather valuable feedback directly from them. This dialogue allows us to learn what improvements can be made and incorporate their suggestions into our programs and services. Ultimately, this measurement helps us ensure the quality of the services provided and confirms that they are genuinely beneficial for the people using them.