Abu Dhabi Ports, the master developer, operator and manager of ports and Khalifa Industrial Zone (Kizad) in the Emirate, has implemented an automated system at Kizad, aimed at simplifying and expediting investor submissions. Installed at the customer service and call centre of Kizad, this back-end system will alert investors with the progress of their submissions through auto-generated emails.
This will mark the first phase of a comprehensive automation drive at Kizad that will, in its second phase, offer online services for investors through the Kizad website. The high-standard automation, which is in line with best practices, aims to significantly improve Kizad’s customer service.
“Automating investor submissions will bring speed and improved quality to our efforts in serving customers. It is imperative that this automation initiative is done right to ensure that our support systems are fully functional and adding value to our customers. Focussing on having the back-end system running smoothly will allow for the smooth implementation of the next phase of offering online services through our website” said Mana Mohammed Saeed Al Mulla, CEO of Kizad.
“The personal attention and dedicated support provided by the team remains unchanged. We are only looking at new ways of enhancing the customer’s Kizad experience” he added.
The newly installed digitised system at Kizad has expedited the internal process of issuing 20 types of no-objection certificates (NOCs) to investors as well as submission of documents related to at least 20 different processes such as licensing, planning, engineering, construction, operation, decommissioning, immigration and customs. It will not only gradually fast-track response to all customer enquiries but also generate technical reviews of 35 types of submissions.
This unified service channel of Kizad will eventually offer better quality and more comprehensive information to investors to support their decision-making and business needs. The system will monitor and track the response time in order to ensure timely resolution of the processes. This will help the Kizad senior management to take decisions based on authentic and updated information.
Kizad has recently attained ISO 9001:2015 quality certification, the latest version of the world's most popular quality management system standard, proving its ability to offer products and services of consistent good quality.