The Abu Dhabi Food Control Authority (ADFCA) announced it has accomplished 550.998 transactions through its smart app, website and customer service centers in all areas of the Emirate of Abu Dhabi in 2018. Transactions accomplished using the authority's smart app and e-services reached 452,292 transactions, about 82% of the total transactions made, while about 98.7 thousand face-to-face services were offered.

In this regard, Eng. Thamer Rashed Al Qasemi, ADFCA's Official Spokesperson, said that services offered to livestock breeders and farmers accounted for 96.3% of the total services provided to customers. Meanwhile, the remaining percentage represented food services asked by customers constantly.
Al Qasemi stressed that ADFCA has made a notable leap towards the digital transformation in applying for its services. Its e-services system increasingly used by customers in 2018, as the access to services using its digital channels increased by over 95% compared to 2017.

"ADFCA received about 12082 of the customer requests through the Abu Dhabi Government Contact Center (ADGCC), including food and agricultural reports, asking for information, applying for services, messages hailing the authority's efforts, service requests, propositions and complaints. About 89.9% of those requests were centred around different reports and information and service requests," Al Qasemi added.

He indicated the requests received by ADFCA in 2018 are divided into 3141 reports, 3011 information request, 4705 service request, 868 complaints, and 272 propositions and commendations, and 85 canceled cases. Al Qasemi noted that 91% of those requests were received via phone, while the remaining requests were received via ADGCC's online chat, self-services, City Guard, and others contact channels provided by the center.
ADFCA's spokesperson pointed out that reports about food violations have occupied the largest percentage of requests by over 79%, followed by reports about livestock and agriculture. He stressed the authority has responded to those reports in a record time 1.7 (working day), while the accuracy of response reached over 99% for reports and 101% for information. The authority has communicated with the senders of those reports to brief them with actions taken regarding their complaints.

He praised the outstanding performance of ADGCC's staff and their skills while receiving complaints and propositions of customers about food and agriculture facilities in the emirate. Al Qasemi stated that those efforts enabled the authority to exploit the center's features, staff and various services in receiving complaints and propositions of customers with high level of professionalism. This contributes improving the level of food safety and helps solving the public's complaints in a record time according to the quality standards followed by ADFCA.

Furthermore, Al Qasemi affirmed the authority's keenness to develop its e-service system, to meet the increased demand for its services. This also reflects its efforts to reap high levels of customers' satisfaction by improving its developmental plans after analyzing their requests and propositions constantly, to define their needs.

ADFCA is keen to adopt developmental plans contribute to improving communication with customers and provide high-quality services meet the aspirations of the wise leadership, which aim at reaping customers' happiness, improving quality of services provided to them, and accomplishing their transactions quickly and effortlessly.

In addition, ADFCA seeks to realize sustainable agriculture and food sector, provide safe food for the public, protect animal and plant health, and promote the best agricultural and food practices through applying effective policies, regulations, quality standards, and researches, as well as carrying out effective and comprehensive awareness programs.

Al Qasemi urged the public to contact the authority via its social media accounts, email, and the toll free number 800555 to report any information or complaints regarding food safety and agricultural.