Initiative results "Ascension" It reveals the development of the quality of telecommunications service centers in the country

DUBAI, 30 JUNE / WAM / The Telecommunications and Digital Government Regulatory Authority announced the results of the latest cycle of the “Ertiqaa” initiative, the pioneering national program that continues to develop the customer experience in telecommunications service centers, reflecting the UAE’s trend towards leadership in the quality of services and digital transformation.

This course comes as an extension of the Authority’s efforts to modernize and develop the program, as the evaluation criteria have been strengthened to include deeper aspects related to digital experience and innovation, in a step that reflects the shift towards digital services based on efficiency, ease of access, and speed of delivery.

The “Irtiqaa” initiative relies on an integrated framework that measures the quality of services across the various stages of the customer’s journey, starting from arriving at the service center, through the quality of interaction, and ending with the evaluation of digital services and innovative solutions.

Evaluation tools include “secret shopper” visits, in addition to directly surveying customers’ opinions, ensuring an accurate and comprehensive picture of the level of performance.

In this context, Engineer Saif bin Ghalita, Executive Director of the Technology Development Affairs Department at the Communications and Digital Government Regulatory Authority, said that the results of the Upgrading Initiative enhance the continued progress in the efficiency of the operational performance of the telecommunications sector, supported by the efforts of service providers and their commitment to applying the best operational practices and continuously developing their services.

He added that the tangible improvements achieved in the quality of services and the customer experience reflect the integration of roles between the Telecommunications Regulatory Authority, the Digital Government “TADRA” and the service providers, and their keenness to raise the level of performance and accelerate the adoption of innovative technical solutions, ensuring the provision of more efficient and reliable services and responsiveness to the aspirations of customers.

Tadra continues to work on developing the program’s standards proactively, to keep pace with the acceleration of digital transformation, and to elevate the customer experience to smoother and more efficient levels, thus enhancing the UAE’s position as a global model in providing advanced digital services.

The general results showed the continued strong performance of the telecommunications sector in the country, with the overall average reaching about 90%, which reflects advanced levels of service quality and customer experience, in addition to convergence in performance levels among service providers in light of competition that enhances innovation and raises the quality of services provided.

Tadra confirms that the “Ertiqaa” initiative represents a sustainable platform to stimulate continuous development, by transforming evaluation results into practical improvement opportunities that contribute to raising the efficiency of services and enhancing the customer experience, in line with the UAE’s trends towards providing world-class government and digital services.

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