Dubai Municipality launches the “Account Manager” project to enhance professional communication with customers and partners

Dubai Municipality launched the “Account Manager” project, to serve as a professional and direct communication channel with customer partners that supports strategic partnerships and ensures the provision of the best level of daily services.

The initiative comes as a practical translation of the municipality’s strategic directions aimed at designing and providing proactive services that accelerate achievement in a manner that is integrated with its approach to developing the municipal work system and improving the quality of life.

The “Account Manager” project represents a qualitative shift in customer service methodology. It will work as a vital and direct link between the municipality and the most influential groups, which include individuals, food merchants, and real estate developers, in addition to the contracting and engineering consulting sector.

Director of the Customer Happiness Department at Dubai Municipality, Manal Bin Yaroof, said that the project represents a qualitative leap in the customer service methodology. It moves from the concept of traditional service to building sustainable strategic partnerships, noting that the goal of this allocation is to ensure an accurate understanding of the needs of these vital sectors and to meet their expectations with flexibility and high professionalism that contribute to the sustainability of their business and raise levels of happiness and satisfaction, thus enhancing Dubai’s attractiveness and its position as a sustainable and flexible global city in providing its government services.

To activate the project’s paths, the departments signed a comprehensive charter that applies to the tasks and responsibilities associated with managing customer accounts, within the categories approved by Dubai Municipality, ensuring the provision of proactive and integrated services that meet customers’ aspirations and achieve their satisfaction.

On the operational level, the municipality designed the “account manager” tasks to ensure the highest levels of agility and speed of completion, as he proactively manages the relationship through positive communication that ensures that inquiries are answered and transactions are followed up within just one working day.

The account manager is distinguished by his possession of specialized experience and competencies that qualify him to manage and complete various customer transactions and services with high efficiency and professionalism in terms of empowering him and granting him all the necessary powers for direct coordination and follow-up with institutions and sectors within the municipality in order to ensure the acceleration of procedures, the simplification of the customer’s journey, and the provision of integrated solutions that meet their needs efficiently and effectively. His role also extends to follow up on requests from the moment they are submitted until they are finally closed, while addressing any observations or challenges that may arise according to specific time frames, as this diligent follow-up ensures the delivery of a customer experience. Integrated and smooth, devoid of complications and supporting the efficiency of municipal work.

Dubai Municipality has granted “account managers” broad powers that enable them to perform their duties effectively, including the right to communicate directly with customers and immediate coordination with all organizational units within the municipality to overcome any obstacles, in addition to the secure authority to view data to speed up completion.

The account manager will also play an important analytical role by monitoring and documenting interactions through smart systems and submitting monthly reports and recommendations that contribute to the continuous updating of services.