During the first half of 2017, the Strategy & Performance Sector at Abu Dhabi Food Control Authority (ADFCA) has received over 4100 requests from the emirate's citizens via Abu Dhabi Government Contact Center. These requests varied from reports of food and agricultural violations, queries, service requests, messages praising the authority's services, suggestions to develop the services, to complaints. However, reports of violations and service requests represented about %80 of these requests.
In this regard, Thamer Al Qasemi, ADFCA spokesperson, clarified that the requests received by the authority since the beginning of 2017, divided into 1115 reports, 1141 information requests, 1035 services requests, 693 complaints and 91 suggestions. He pointed out that the government center had received 90% of these requests via telephone and 6% of them via e-mail, while the other requests were received via the center's e-conversations, Abu Dhabi CityGuard service, and others contact channels provided by the center.
Al Qasemi pointed out that reports and complaints of food violations have occupied the largest share of the received requests by over 74%, followed by reports on livestock and agriculture. He stressed the authority dealt with these complaints in a record time estimated 9.4 (working hours), while the accuracy of response reached 93.4%, adding that the Communication and Community Service Department communicated with the holders of these reports to introduce them to the actions taken regarding their complaints.
He praised the outstanding performance of the center's staff and their skills while receiving complaints and suggestions of the public regarding food and agriculture facilities in the emirate. Al Qasemi stated these efforts enabled the authority to benefit from the center's features and teams in receiving complaints and suggestions of the public with high level of professionalism. He added that the center's features contribute to improving the level of food safety and help to solve the public's complaints in a record time according to quality standards followed by ADFCA.
In addition, Al Qasemi unveiled the authority's direction to develop an upgraded version of its smart Apps, to meet the growing demand for e-services provided by ADFCA. This move comes to enhance ADFCA's efforts to reap maximum customer satisfaction by improving its developmental plans after analyzing the requests and suggestions received from them in the first half of this year, to identify their needs.
ADFCA is keen to adopt developmental plans that contribute to improving the system of communication with customers, to achieve top levels of satisfaction and provide high quality services that meet the government's aspiration aims at reaping maximum customer happiness, as well as improving the quality of services and speed of services delivery to the public.
The authority seeks to realize sustainable sector in terms of agriculture and food safety, provide safe food to the public, protect animal and plant health, as well as promoting best agricultural and food practices through applying effective policies, regulations, quality standards, researches and effective and comprehensive awareness programs.
Al Qasemi called upon the general public to get in touch with the authority via its social media accounts, e-mail, and the toll free number 800555 in case they noticed any bad practices and violation of food safety and agricultural rules.