RAK Courts - Committed to Service Excellence

Qmatic partners with RAK Courts  to help achieve KPIs set by Sheikh Saqr Programme for Government Excellence (SSPGE).

In a bid to raise the level and quality of services offered by government, the emirate of Ras Al Khaimah, under the leadership of His Highness Sheikh Saqr bin Mohammed Al Qassimi, put into place the Sheikh Saqr Programme for Government Excellence (SSPGE). This initiative has enabled the emirate to benchmark its government departments against international standards hence being able to derive the competitive advantages of having a unique government identity.  

Ras Al Khaimah Courts (RAK Courts) being one of the integral government entities in the emirate were quick to enlist into the program to show their support for this initiative as well as improve their internal processes. The department consists of Civil Court of Appeal, Court of First Instance, Summary Jurisdiction Circuits and Misdemeanors Circuits and in average hears 600 cases a month. Due to this volume of cases spanning all nationalities, they are under constant pressure to  be able to move visitors through the system and on to the right advisor or section. One of their key visions is to fully comply with the SSPGE initiative and are constantly driven to meet their outlined key performance indicators (KPIs).

"Under this performance management system, each government department is required to feed the electronic system with data and information based on the KPIs that are set for the respective department at the start of the year," said His Excellency Sheikh Ahmed Mohamed Al Khatri, Chairman, Ras Al Khaimah Courts. "Our biggest hurdle was to be able to manage the large volumes of diverse people in a systematic and efficient way. When Qmatic presented a customised customer flow management to us, we could quickly see how this would make our waiting process fair, efficient and effective. "

The Solution
Qmatic has pioneered innovative solutions to government organisations across the world with many of these clients being within the judicial system. The installed solution for RAK Courts which includes a management portal with vital statistical analysis and reporting offers customer information displays and electronic touch screens to make it easier for customers to see what is happening, and provides them with better guidance with regards to which court room to go to. 

The solution offers the management the flexibility of assigning services to particular users hence individual users can then change desks across sections and still be able to serve the relevant customers. By assigning categories to a particular department, all sections are monitored for their individual efficiencies and can see what their contribution is to the overall KPI achievement. This has helped create healthy competition between departments which has further enhanced the overall quality of service to the end customer.

Improving Staff Commitment
"One of the most common customer complaints we used to receive was related to availability of staff to man the counters." said Alia Sultan Al Kindy, Customer Service Manager, RAK Courts. By having staff linked to unique user ids, management were in a better position to verify complaints and reward dedicated staff. This has helped all staff in general to be more committed to their work and more responsible with regards to service they offer.
 
All staff are now better equipped to organize their work, get regular reports and be able to be better prepared for the customer volumes for the day.

Onsite support
One of Qmatic's newest partners in the UAE - Adapt Middle East has been onsite from pitch to installation to offer support and advice every step of the way. "We commend RAK Courts on their efforts to realize their developmental goals as well as enhance the quality and innovation in their service delivery. With our technical and customer service teams on call 24/7 we have been able to help the organisation track their progress and effectiveness while still being able to make modular changes as and when required." said Ram Mohan, Manager – Sales & Operations, Adapt Middle East. "This is another example of how we have been able to take advantage of the vast global knowledge that Qmatic has in managing public sector situations across the world." The installation and implementation was done at RAK Courts with the support and cooperation of RAK egov Authority under the supervision of His Excellency Eng. Ahmed Saeed Al Sayyah.

"We are pleased to have been able to help RAK Courts meet their KPIs related to operational efficiency and customer flow management. Our solutions are constantly reviewed and tested to ensure that we keep ourselves in sync with their internal changes to facilitate a smooth and efficient working environment." said Fredrik Johansson, General Manager, Qmatic Middle East.