contents · biws subsidiary procedural ordinary 2 applying for renewing id 6 . glossary of terms **...

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Contents Amendments date .................................................................................................................................. 6

Glossary of terms .................................................................................................................................... 7

About the Guide of services of Federal Authority for Identity and Citizenship ...................................... 8

Federal Authority for Identity and Citizenship policy ......................................................................... 8

Guide of services ..................................................................................................................................... 9

How to use the guide .......................................................................................................................... 9

Characteristics of Services ................................................................................................................ 10

Services categories ............................................................................................................................ 10

Services types .................................................................................................................................... 11

Customer happiness equation .............................................................................................................. 13

Glossary of terms .............................................................................................................................. 13

Complaints management procedures .............................................................................................. 14

Mechanism for dealing with complaints: ......................................................................................... 15

Categories of customers ....................................................................................................................... 16

Service Packages ............................................................................................................................... 17

A- Receiving newborns...................................................................................................................... 17

B. Access to the United Arab Emirates ............................................................................................. 18

C. Leaving the state ........................................................................................................................... 19

Communication and service channels .................................................................................................. 19

Customer Happiness Centers ............................................................................................................ 20

Abu Dhabi .......................................................................................................................................... 20

Emirate of Dubai ............................................................................................................................... 22

Sharjah .............................................................................................................................................. 24

Ras Al Khaimah .................................................................................................................................. 25

Ajman ................................................................................................................................................ 26

Emirate of Umm Al Quwain .............................................................................................................. 26

Fujairah ............................................................................................................................................. 27

Languages available by channel and availability............................................................................... 28

FAIC customer journey .......................................................................................................................... 29

Inquiry and information gathering stage .......................................................................................... 29

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Access to service stage...................................................................................................................... 29

Post-access service ............................................................................................................................ 30

List of individual services ...................................................................................................................... 32

Applying for a new Emirates ID card ................................................................................................. 32

Terms and conditions ........................................................................................................................ 32

Fees ................................................................................................................................................... 32

The required documents................................................................................................................... 33

Service Level Agreement ................................................................................................................... 37

Availability of service ........................................................................................................................ 37

Service channels ................................................................................................................................ 37

Submitting an application for renewal of ID card ............................................................................. 38

Terms and conditions ........................................................................................................................ 38

Fees ................................................................................................................................................... 39




Application to replace the ID card .................................................................................................... 44

Terms and Conditions ....................................................................................................................... 44





Amendment of the personal data shown on the ID card ................................................................. 49


Fees ................................................................................................................................................... 49




Filing a complaint .............................................................................................................................. 51


Fees ................................................................................................................................................... 51

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Service delivery channels .................................................................................................................. 52

Applying for exemption from fines ................................................................................................... 52


Fees ................................................................................................................................................... 54


Service Level agreement ............................................................................................................... 55

Availability of service .................................................................................................................... 55

Service Delivery Channels ............................................................................................................. 55

Apply for customer information application .................................................................................... 55

Terms and Conditions ................................................................................................................... 56

Fees ............................................................................................................................................... 56

Required Documents - All customers: .............................................................................................. 56




Companies' Services.............................................................................................................................. 56

Inquire about the services of FAIC .................................................................................................... 56


Fees ............................................................................................................................................... 57

Required Documents ........................................................................................................................ 57




Request for information / statistics .................................................................................................. 58


Fees ............................................................................................................................................... 59




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Matching individuals' data with Emirates ID cards ........................................................................... 61


Fees ............................................................................................................................................... 61





verification of Emirates ID through digital Validation Gateway (VG) ............................................... 63


Fees ............................................................................................................................................... 63




Customer Journey ............................................................................................................................. 65

Request Emirates ID card reader device ........................................................................................... 65


Fees ............................................................................................................................................... 66





Customer Journey ............................................................................................................................. 67

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Amendments Dates

Document details

Document description Guide to the services of the Federal Authority for Identity and Citizenship

Document copy number Version 2.0

Reviewing the document Team of the Federal Authority for Identity and Citizenship

Adoption of the document

Date Amendment official Amendment description

19 June 2014 Team of the Federal Authority for Identity and Citizenship

Amendment of service requirements and conducting a general review of the list of services

14 July 2014 Team of the Federal Authority for Identity and Citizenship

Adding the Service Pack page and updating the Service Properties page

6 August 2014 Team of the Federal Authority for Identity and Citizenship

Showing the file to the notary of the authority to do revision and add sections of the Encyclopedia of Enterprise Services and list of institutions services

26 October 2014

Team of the Federal Authority for Identity and Citizenship

Glossary of terms and procedures of complaints management and exemption categories

15 March 2015 Team of the Federal Authority for Identity and Citizenship

GCC nationals' registration policies and Procedures were amended by virtue of circular No (1) for the year 2015, Book No. E / 50/88/00. The leases have been canceled even if they are approved by the concerned authorities.

1 March 2016 Team of the Federal Authority for Identity and Citizenship

The working hours of the main centers and service offices have been amended by virtue of letter No. 02/99/02/02 whose subject is the new organization of working hours of the centers and service offices of the Authority.

8 August 2016 Team of the Federal Authority for Identity and Citizenship

The amendment included the removal of the Dibba Al Fujairah centers, the Ghayathi 2 center, Suhayhan office and Satwa center for preventive medicine

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Date Amendment official Amendment description

15 May 2017 Team of the Federal Authority for Identity and Citizenship

Updating the customer service charter and modifying the name to happiness equation. Updating the service channels and the phone numbers of the centers with the addition of Umm Hurair and Al Shahamah Center. Updating the list of individual services in accordance with the tenth version of the Services Guide.

August 2017 Team of the Federal Authority for Identity and Citizenship

Modifying the guide in terms of design and data included.

Glossary of terms

Term Definition

Individual services Transactions / services provided by the government to individual citizens and residents

Private institutional services Transactions / services provided by the government to private sector institutions

Public institutional services Transactions / services provided by an internal or external governmental institution to another governmental institution

The critical moment of the journey Any step or activity that would have a negative or positive impact on the customer's journey and could cause frustration or make it happy

Service Level Agreement

An agreement concluded between the customers and the Federal Authority for Identity and Citizenship indicating the minimum service standards to ensure customer satisfaction.

Customer Relationship Management

This term means the integrated system of managing the transactions of the institution with the current and future customers, including the vision and strategy of the relationship of the institution with the customers and the methodology of the use of resources in the management of the relationship with current customers, identifying, selecting and attracting future customers and developing and maintaining the relationship of the institution.

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About the Guide of services of Federal Authority for Identity and Citizenship

Federal Authority for Identity and Citizenship policy

Established in 2004, Federal Authority for Identity and Citizenship launched an integrated program to register all residents of the UAE in the Population Register and Identity Card Project. Since its establishment, it has been developing and building this program to provide the best services to its customer base, which includes all residents of the country.

In this context, the Authority has implemented a program of work known as "Design of Customer Relationship Management and Service Model Development".

Strategy of the Federal Authority for Identity and Citizenship to provide services

The Federal Authority for Identity and Citizenship aims to play a distinctive and effective role in the sustainable development and economic growth of the UAE through the development of a precise population registry that supports the government in the strategic planning processes, which will contribute to elevate the country to its status among the developed countries of the world.

This goal is achieved through the services of identification and authentication of ID provided by the Federal Authority for Identity and Citizenship to the customers, which form the basis of the Commission's work and plays an important role in shaping a bright future not only for the Commission but also for the United Arab Emirates in general.

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Axes of the strategy of the Federal Authority for Identity and Citizenship to provide services

Effective cooperation

« The Federal Authority for Identity and Citizenship believes in the formation of a cohesive community with the customers and partners concerned, and recognizes the importance of "customers voice" and will focus on the design of a cooperative framework for the provision of services"

Creating innovation

"The Federal Authority for Identity and Citizenship plays a key role in developing the culture of innovation and entrepreneurship to establish the foundation of the digital economy in UAE and in order FAIC to serve as a global leader in ID services"

Enhancing customer experience

"Customers shall have a unique and consistent experience with the Federal Authority for Identity and Citizenship, which will be a unified and consistent experience within all segments of the customers, services provided and channels of service"

Guide of services

This guide represents the service strategy of the Federal Authority for Identity and Citizenship, which stems from its constant endeavor to ensure the confidence of its customers and to strengthen its partnership with the public and private sectors in an innovative and leading environment. This guide has been developed to ensure an advanced level of services to provide a comprehensive reference on the services of the Authority and their scope, individuals and institutions concerned, available channels of service, service level agreements and steps of the journey of the customer.

How to use the guide

Page Content description

Amendment date This paper contains a record of changes to this guide

Glossary of terms This paper provides definitions of the common terms and abbreviations used in this guide

Characteristics of Services

This paper provides a description of all service characteristics stated in this guide

Guide of Services

This paper contains the "future" services to be provided by the Government to individuals and their respective characteristics (described in the Services Characteristics paper).

The browser can click the service name or icon to go directly to the page of its details

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Characteristics of Services

Characteristic Description

Service ID No. A unique service ID No.

Service Name Name describing the nature of the service

Scope of service List of actions that can be achieved through this service

Description and benefits

A brief description of the service that explains its purpose and how it is possible for customers of the Federal Authority for Identity and Citizenship to benefit from it

Type Classification of the Service Based on the availability of essential services (ID issuance and authentication services) provided by the Federal Authority for Identity and Citizenship

Target group Information about the criteria of the target group to request or benefit from the service

Terms and Conditions

Any terms or conditions that may be related to the Service

Fees Expected service cost plus details of payments and associated fines (if applicable)

Prerequisites Details of the basic conditions (submission of documents, ratifications, etc.) that may have to be submitted before the customer can apply for the service


Service Level Agreements related to the Services listed in the Services Directory classified by Channels

Availability Information about the availability of the service through multiple channels through which access to the service can be achieved.

Service channels Channels through which the customer can begin to apply for and eventually receive the service

Services categories

Basic services Subsidiary services Supplementary services

Common services that include secondary services (Subsidiary and supplementary services).

The services related to the basic services and are provided by following similar procedures for basic service procedures with minor amendments.

The services related to the basic services like providing the authority with opinions, proposals and complaints.

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Services types

Informative services Procedural services Commercial services

Services that involve the provision of information from the government to the customer as the service of inquiry about the services of the Authority, awareness campaigns and training programs.

Services that meet the needs of the customer and whose nature is the completion of transactions such as issuance of ID cards and others.

The services provided by the Federal Authority and Citizenship to generate revenues for the government, such as providing private sector institutions with statistical data.

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S. No.

Basic service

Service Service symbol

Category Service

type Transaction

type

1

ID c

ard

1 Applying for a new ID

card BIWS Subsidiary Procedural Ordinary

2 Applying for renewing ID card

BIWS/CRR Supplementary Procedural Ordinary

3 Applying for replacing ID card

BIWS/CRR Supplementary Procedural Ordinary

4 Amending the data shown on the ID card

CRR Supplementary Procedural Ordinary

5 Activating or reactivating the password

CRR Supplementary Procedural Ordinary

6 Applying for exemption from fines

Fine Waver Supplementary Procedural Ordinary

7 Applying for fees recovery

CS Subsidiary Informative Ordinary

8 Presenting views and proposals


9 Filing a complaint CS Subsidiary Informative Ordinary

10

Inquiring about the services of the Federal Authority for Identity and Citizenship


11 Obtaining customer data (search for person)

Supplementary Informative Ordinary

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Customer happiness equation

Glossary of terms

Target Performance Indicator Key Tasks Activity Initiative

85% Compliance ratio with rule 10-5-3 Satisfaction with the

appreciation and respect from the EIDA Happiness centers

employee

Greet you with a smile We pledge to make you

happy

Proud

Employee

85% Customer Satisfaction Ratio with the services and Direct

communication

Make an excellent first impression

Be courteous and polite

Be professional and helpful

Show empathy

Be positive

Satisfaction with the accuracy and clarity of information within the

centers / contact center

Be a great listener

90% Percentage of applicable creative ideas related to service

development

Be innovative in service provision

Go the extra mile

Customer Satisfaction Ratio with Deliver a wow experience


85% Satisfaction of customers with the work environment in service

delivery Happiness centers

Provide a happy and a positive culture We work to make you

happy

Dedicated

entity

85% Percentage of satisfaction with waiting period for service within

the happiness centers

Simply and speed up service delivery

Length of waiting for services within the happiness center

D 10 Number of complaints received in violation of customer privacy

Know the customer preferences and personalize

the experience

80% Satisfaction on service happiness center Offer services at customer convenience

0% The number of complaints received at the happiness centers in the

implementation of the principle of justice and equality Provide fair and unbiased service

0% Percentage of services developed in innovative ways from total

services provided

Delight the customer by going beyond

expectations

20% Continuously innovate future service delivery

80% Percentage of the implemented Ideas from all effective proposals

& suggestions Listen to the voice of the customer

4% Number of brainstorming implemented and conducted with the

customers

Engage the customer to improve services

100% Percentage of the positive contribution of the administrative units

with the Customers Happiness team

Work with one – team spirit for customer

happiness


95% Percentage of customers who provided accurate and up-to-date

information and documents (number of customers who provided

correct information / documents / total customers who provided

documents and documents) * 100

Provide accurate and up- to date information and

documents

Help us make you happy

Positive and

proactive

customer

3% Percentage of innovative and positive ideas received from

customers (number of innovative and positive ideas provided on

all communication channels / total ideas provided by customers

on all channels of communication) * 100

Offer constructive feedback and innovative and

positive suggestions

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Terms Meaning

Customer happiness equation

A document describing the commitment and promises of FAIC towards its customers and the duties of the customers and means of communication.

Standards of service time

The way adopted by FAIC to meet the expectations set forth in the Service Charter and help to positively influence customers, improve the quality of performance and reach their highest levels of satisfaction, which are fully expressed.

Customers Is the first beneficiary of the services of the Authority (citizens and residents legally by the state and federal and local government agencies, in addition to private companies)

Complaints

A written or oral statement submitted by one of the customers to FAIC through the available channels of communication expressing its dissatisfaction to the procedures or transactions that it submits to obtain the service or the manner of submission.

Enquiry

A written or verbal statement submitted by one of the customers to the Authority through the available channels of communication expressing its desire to know or clarify information related to procedures or methods of work in order to facilitate its treatment and to obtain the best level of services.

Customers An integrated system to manage the transactions of FAIC with its customers, including the vision and strategy of the relationship of FAIC with the customers.

Complaints management procedures

FAIC seeks to provide high quality services to suit the needs and expectations of its customers, achieve their satisfaction and exceed their expectations, as well as seek permanent excellence in the field of customer service.

FAIC believes in the right of its employees to file complaints and appeals and encourages its employees to file complaints through 15 different channels of communication, in addition to the open door policy of all service providers at the headquarters of the Authority and through monthly brainstorming sessions with the customers in the centers. The Commission also believes that it is an effective means through which to improve and improve its services, procedures and policies.

FAIC is responsible for complaints related to services and / or the Charter based on the complaint management system, which was prepared in accordance with the rules set out in the international standards for complaints management.

FAIC reviews the complaints management system and checks to determine the satisfaction of customers and their expectations.

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FAIC is committed to provide all trained and qualified human resources in addition to the best programs and equipment to resolve complaints received.

FAIC is committed to provide all trained and qualified human resources in addition to programs and equipment to resolve complaints received.

FAIC is committed, through the application of the complaint management system, to handle 90% of the complaints filed in two working days.

Mechanism for dealing with complaints:

Complaints must be submitted through one of the channels of communication or through the centers of the Authority to provide the service.

A text message will be sent to the complainant stating the date and number of the complaint.

Assigning an employee to follow up the complaint.

Informing the complainant of the dissolution and closure of the complaint.

If the customer is not satisfied with the proposed solution, the complaint will be reopened and submitted to the concerned authorities.

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Categories of customers

Residents Expatriates GCC nationals UAE nationals

The elderly VIPs Children under the

age of 15 years People of

Determination

Social security

recipients

Public sector

institutions Private sector

institutions

UAE Nationals under the Registration Summary

GCC nationals living in UAE

Holders of entry permits to UAE who have the nationality of another country

Holders of residence in the UAE who hold the nationality of another country

Resident in the UAE who are provided with special

privileges because of their important status

Citizens and residents over the age of 80

years

UAE nationals or any other country resident under the age of 15

years

UAE Nationals or any other country requiring

assistance due to disability

UAE Nationals Beneficiaries of Social Security

Entities managed by the Government of the United Arab Emirates

Private companies owned by one or more individuals

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Service Packages Recognizing the needs of its customers and seeking to help them to find the services they may need from other government entities, these services have been grouped into packages

related to the service life cycle of the customers. **

There are three main service packages for services intersecting the services of the Authority with the services of other government entities:

FAIC Service Packages

1- Receiving newborns 2- Access to the country 3- Leaving the country

A- Receiving newborns *

Obtaining ID for the newborn from FAIC

Citizen category

GCC nationals

Residents

Issuing a birth certificate from Ministry of Health

Add the name of the child to the registration certificate from the Ministry of the Interior

Issuing ID Card for the newborn from FAIC

Issuing an electronic passport from the Ministry of Interior


Issuing a passport from the embassy of the country of

nationality Issuing ID Card for the

newborn from FAIC


Issuing a passport or adding the name of the child to the passport of one of the parents of the embassy

of the country of nationality

Issuing ID Card for the newborn from FAIC

Issuance of the newborn residence permit for the Ministry of the Interior

Issuing ID number for the newborn from FAIC

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**Customers with new babies in the UAE are expected to meet a number of commitments and

obtain a number of services from the Authority and other government entities. Customer must issue a birth certificate for the new baby from the Ministry of Health and obtain a passport either from the Ministry of the Interior (citizens) or from the embassy of the country of nationality (to residents) before applying to the Federal Authority for Identity and Citizenship to obtain a birth certificate.

*The services provided by other government entities included in the service packages are not

comprehensive. Where the customers are responsible for coordinating with the concerned institutions to ascertain the services they need. Although the Federal Identity and Nationality Authority does not spare any effort to ensure the authenticity of the references to other institutions, it is not responsible for the services provided by third parties.

B. Access to the United Arab Emirates

Access packages to the UAE are only offered to GCC nationals and expatriates are required to obtain an entry permit from the Ministry of the Interior and the Health Insurance Card from the Ministry of Health prior to applying for an ID card. Where the identity card is issued to the expatriate after the issuance of residence.

GCC nationals

Expats

Issuing a residence permit from the Ministry of Interior

Conducting a medical examination and issuing a health card from the Ministry of Health

Apply for an ID card from FAIC

Obtaining ID from FAIC

Obtain a proof of residence

Obtaining an identity card from FAIC

Issuance of residence from the Ministry of Interior

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C. Leaving the state

The departure services packages are only offered to residents who intend to cancel their stay. They must cancel the residence visa at the Ministry of Interior prior to leaving the country, so that the identity card of the customer will be canceled.

Communication and service channels

Residents

Cancellation of ID in FAIC

Cancellation of residence visa

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Customer Happiness Centers

Abu Dhabi

Abu Dhabi Customer Happiness Centers and Offices

AL Wehda Customer Happiness Center

Khalifa Customer Happiness Center

Musaffah Customer Happiness Center

Address: Al Muroor Street - beside Millennium Hotel Al Wahda - next to Al Wehda Sports Club

Tel: 600530003

Working hours: (Sunday - Thursday) 07:00 - 20:00

Address: Khalifa City - Street 12 - next to Al Fursan Sports Resort

Tel: 600530003


Address: Musaffah Industrial - Behind the Center of Preventive Medicine

Tel: 600530003

Working hours: (Sunday-Thursday) 07: 00-14: 00

Office of Nationality and Residency (Abu Dhabi) for Customer Happiness

Al - Shahama Customer Happiness Center

Capital Medical Center (Al Jazira Club) for Customer Happiness

Address: Abu Dhabi - Traffic Street - Al Jazeera Club - Gate No. 28

Tel: 600530003


Address: The Medical Fitness Examination Center Building in Shahama City

Tel: 600530003


Address: Passport Street - Nationality and Residence

Tel: 600530003


(Birth registration only)

Khalifa City Medical Center for Patients - Preventive Medicine

Al Ithad Customer Happiness Center

Capital office for Customer Happiness - Preventive Medicine

Address: Khalifa Medical City - Hazza Bin Zayed Street

Tel: 600530003


Address: Khalifa City Itihad HQ

Tel: 600530003


(Serving Etihad staff only)

Address: Mussaffah - Street 12 – Village Mall

Tel: 600530003


Centers and offices of Al Ain for customer happiness

Al Ain Customer Happiness Center

Al Hair Customer Happiness Center

Emirates Identity Authority - Naturalization and Residency (Al Ain)

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Address: Al Ain City - Al Jimi Region - Opposite Department of Judiciary

Tel: 600530003


Address: Al Hair Post Building

Tel: 600530003


Address: Al-Jimi area, opposite Al-Safa Commercial Center, Nationality and Residency Building

Tel: 600530003

Working hours: (Sunday - Thursday) 07:30 - 14:30 (Registration of births only)

Al-Jahar Customer Happiness Center

Mazid Customer Happiness Center

Al Quo'a office for Customer Happiness - Preventive Medicine

Address: Al-Jahar area - next to Al Ain gift markets

Tel: 600530003

Working hours: (Sunday-Thursday) 07: 00 - 14: 00

Address: Mazid Area - Customer happiness Center - Al Ain Municipality

Tel: 600530003


Address : Al Quo'a Area - Customer happiness Center - Al Ain - Al Quo’a

Tel: 600530003


Centers and offices of the Western Region for Customer Happiness

Zayed City Customer Happiness Center

Zayed City 2 Customer Happiness Center - Preventive Medicine

Al Marfaa Customer Happiness office

Address: Western Region, Union National Bank Building, 2nd Floor, Zayed City

Tel: 600530003


Address: Western Region - Zayed City - Health Authority

Tel: 600530003


Address : Western Region - Integrated Services Center (TAM) - Port Branch

Tel: 600530003


Liwa Customer Happiness Center

Ghayathi Customer Happiness Center - Preventive Medicine

Dlma Customer Happiness office

Address: Western Region - Integrated Services Center (TAM) - Farwa Branch

Western Region - Integrated Services Center (TAM) - Liwa Branch

Address: Western Region - Integrated Services Center (TAM) - Ghayathi Branch

Tel: 600530003


Address : Western Region - Integrated Services Center (TAM) - Dirdala Branch

Tel: 600530003


22

Tel: 600530003


Dubai

Al Barsha Customer Happiness Center

Karamah Customer Happiness Center

Al Rashedia Customer Happiness Center

Address:

Third Al-Baraka area - next to Saudi German

Tel: 600530003


Address:

Al-Karamah - Building - Al-Karama Central pot Building - next to next to Dubai Municipality Laboratory

Tel: 600530003


Address:

Al-Rashidiya District - behind Al-Rashidiya Council - Al-Rashidiya School

Tel: 600530003


Hatta Customer Happiness Center

Office of Nationality and Residency for Customer Happiness

Al Lisli Customer Happiness Center

Address:

Department of Immigration and Passports - Hatta - next to the Castle building and Dubai Municipality - Hatta Branch - near Hatta fort Hotel

Tel: 600530003


Address:

Al Jafliya District - General Directorate of Naturalization and Residency - Next to Bur Dubai Police Station

Tel: 600530003


Birth registration only)

Address:

El Lisly - Immigration & Passport Department - Beside El Khadra Market

Tel: 600530003


Jafza Customer Happiness Center

Al Baraha Customer Happiness Center

Al-Muhaisnah Customer Happiness Center

Address: Intersection 8 - Gate 7 - Jebel Ali Free Zone - South - Jebel Ali Business Center.

Tel: 600530003

Address: Al Baraha Hospital, next to next to the Department of Preventive Medicine in Dubai Gate No. 2,

Address: Al-Muhaisnah area 2 - next to the Medical Fitness Center.

Tel: 600530003

23


Al Baraha Street, Al Baraha Area

Tel: 600530003


Working hours: Women 07: 00-20: 30 pm / for men 07:00 - 04:00 at dawn

Al Quoz Customer Happiness Center

Knowledge Village Customer Happiness Center

Umm Hurair Customer Happiness Center

Address: Al Quoz Mall, 17th Street B, Al Quoz Industrial Area 3, Dubai

Tel: 600530003

Working hours: (Sunday - Thursday) 07: 00-14: 00 (only men)

Address: Knowledge Village - Building 13 - Office No. 21 and 22 - First Floor - Near Medical Fitness Center

Tel: 600530003


Address: Between Zabeel Street and Umm Hurair Street No. 19, Al Karama Bur Dubai.

Tel: 600530003


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Al Diwan Customer Happiness Cente

Address: Al Hudaiba - Dubai Guest House

Tel: 600530003


Sharjah

Sharjah Customer Happiness Center

Dhaid Customer Happiness Center

Al Madame Customer Happiness Center

Address:

Al-Rahmaniyah area - bridge 6 - besides human resources management

Tel: 600530003


Address:

Dhaid - Building Industry & Trade

Tel: 600530003


Address:

Madame Area - Fley Street - Inside Madame Musicality Building

Tel: 600530003


Free Zone Center (Al Hamriyah) For Customer Happiness Center – preventive medicine

Khorfakkan Customer Happiness Center

Free Zone Office (Airport For Customer Happiness) - preventive medicine

Address: Al Hamriyah Free Zone Sharjah

Tel: 600530003


Address: Preventive medicine center - Khorfakkan Tel: 600530003


Address: General Medicine Clinic - Sharjah International Airport Free Zone

Tel: 600530003


Dhaid Customer Happiness Center 2– preventive medicine

Kalbaa Customer Happiness Center

Dibba Al Hisn Customer Happiness office

25

Address: Dhaid area 2 – preventive medicine office

Tel: 600530003


Address: Preventive medicine center - Kalbaa – E99 St.

Tel: 600530003


Address: Preventive medicine center - Dibba Al Hisn

Tel: 600530003


Sharjah Municipality Clinic (Nasiriyah) for Customer Happiness - preventive medicine

Al Gubaiba Customer Happiness Center - preventive medicine

Industrial Center for Customer Happiness - preventive medicine

Address: Nasiriyah - Qasimi

Tel: 600530003


Address: Al-Ghubaiba - Preventive Medicine in Sharjah - Near the intersection of Al Wahda Street and University Street.

Tel: 600530003

Working hours: (Sunday - Thursday) 07:30 – 20:00

Address: Preventive Medicine Center - Industrial Area 5

Tel: 600530003


Office of Naturalization and Residency in Sharjah For Customer Happiness

Address: Qasimiyah area - opposite the Mega Mall

Tel: 600530003


Ras Al Khaimah

Ras Al Khaimah Customer Happiness Center

Al Rams Customer Happiness Center

Ras Al Khaimah Customer Happiness Center 2- preventive medicine

26

Al-Dhait area - behind the Traffic and Licensing Department

Tel: 600530003


Address:

Al-Rams area - Near Al-Rams sports club

Tel: 600530003

Working hours: (Sunday - Thursday) 07:30 – 14:30

Intersection of Khuzam Street with Sheikh Saqr bin Mohammed Al Qasimi Street

Tel: 600530003


Identity, Nationality and Residence Office for Customer Happiness

Address : Al-Montaser Street - Building of the General Directorate of Residency and Foreigners Affairs

Tel: 600530003


Ajman

Ajman Customer Happiness Center Ajman Customer Happiness Center 2 – protective medicine

Address: Al-Jarf area - university street - opposite Ajman nationality and residence building

Tel: 600530003


Address: Department of preventive medicine in Ajman - Hassan bin Thabit Street - Hamidiya area

Tel: 600530003


Umm Al Quwain

Umm Al Quwain Happiness Center

Address: Ras Area (d) - Sheikh Rashid bin Saeed Al Maktoum Street - Opposite to the Dar Al-Daqah Building and Central Emirates Post

Tel: 600530003

27


Tel: 600530003


Fujairah

Fujairah Center for Traders Dibba Al Fujairah passport

center for customer happiness Fujairah Customer Service

Office - Preventive Medicine

Address : Sakamkam - Sakamkam Street next to St. Mary School

Tel: 600530003


Address: Al Ghurfa Area - Dibba Al Fujairah - General Directorate of Residency and Foreigners Affairs Building

Tel: 600530003


Address: Behind the Preventive Medicine Building - E99 Street

Tel: 600530003


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Languages available by channel and availability

# Channel Available languages

Availability Arabic English Urdu

1 Customer happiness centers / offices

During the official working hours of the centers / offices of customer happiness, please click here

2 Website * Available 24 hours 7 days a week throughout the year

3 Communication center ** Available 24 hours 7 days a week throughout the year

4 Live Chat Available 24 hours 7 days a week throughout the year

5 Contact us Available 24 hours 7 days a week throughout the year

6 Contact Management Available 24 hours 7 days a week throughout the year

7 Facebook

Facebook page during official working hours

Facebook Messenger is available 24 hours a day, 7 days a week throughout the year

8 @EmiratesID (Twitter) Available during official business hours

9 @EmiratesID_Help (Twitter)

Available 24 hours 7 days a week throughout the year

10 Text massages

Available 24 hours 7 days a week throughout the year and related to the registration / customer feedback form / reminder of expiration of identity card

11 Innovative Ideas Bank Available 24 hours 7 days a week throughout the year

12 Mobile Application Available 24 hours 7 days a week throughout the year

13 Inquiring the status of the request

Available 24 hours 7 days a week throughout the year

14 youtube.com/EmiratesID uae

During official working hours

29

# Channel Available languages

Availability Arabic English Urdu

15 Instagram/EmiratesID uae During official working hours

16 Self Service kiosks During official working hours

* FAIC provides the content of its website in different languages of the world, so that the visitor can browse in its original language.

** Call center staff speak (10) languages in addition to the above.

FAIC customer journey

FAIC has studied the stages in which the customers are going through to obtain the related services through a project related to the journey of the customers. Accordingly, a number of services have been developed.

Inquiry and information gathering stage

1. Providing a website that provides information about FAIC in terms of:

1- Authority Happiness offices and centers.

2- Approved printing offices

3- Information on registration procedures

4- Directory services

5- Email to respond to inquiries and observations around the clock and throughout the year.

2. Call center available 24 /7 and in 3 languages (Arabic, English, Urdu)

3. Social communication channels to respond to inquiries and observations.

Requesting Service Stage

1. Customer preference was taken into consideration when providing the different methods of

applying for the service they wish to apply for : a. Typing Centers b. Happiness Center and offices c. Mobile Application d. Eform visa the website.

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2. The ability to pay by Credit card and edirham made the payment process easier. 3. Once the process for requesting the service is completed customers will receive instructions as

per the mentioned in the next stage.

Access to service stage

1. Text messages are sent to the customers at all stages of applying as follows: a. A welcome text message upon submission of the application with the next step

required by the customer. Either in Arabic or English depending on the nationality of the customer.

b. Text messages for the stages of the transaction are checked from the request, sent to print as reminders are sent to the customers to install the residence or modify the request before it is canceled.

2. Email to respond to inquiries and complaints 24/7. 3. Call center available around the clock and year in 3 languages (Arabic, English, Urdu) 4. Social communication channels to respond to inquiries and observations 5. Happiness Centers and centers attached to preventive medicine near the medical

examination centers to facilitate the customers and provide services.

Post-access service

1. Call center available around the clock and year in 3 languages (Arabic, English, Urdu) 2. Email to respond to inquiries and complaints 24/7. 3. Social communication channels to respond to inquiries and observations 4. Text messages will be sent to remind you about the expiration of the ID card. 5. Social communication channels, website, text messages, call center to identify services

and development procedures.

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Service

.NoName of the current service

Service

Category

Service

Type

Transaction

TypeCustomer Journey (current) Service Level agreement

Measuring Service Level

agreementMeasure Time of Service Delivery KPIs Targets Method of Measuring KPIs

:I would like to inquire about FAIC in terms of

Service .1

Service Delivery locations .2

Requirements for service procedures .3

Other Inquiries .4

Waiting time in queue minutes 10

Fingerprint and Personal

photominutes 5

Receipt of the Emirates ID

card through regular servicehours 120 Percentage of transactions completed within the time limit for the Emirates ID / regular service


card through urgent servicehours 24 Percentage of transactions completed within the time limit for the Emirates ID / urgent service



photominutes 5







photominutes 9






Time of Service Delivery in

Centerminutes 5

Reply to the exemption application days

The term period from the

date of receipt of the

transaction until completion

and notification of customer

days 4 Percentage of transactions completed within the time limit for the exemption from administrative

delay fees100% E-Form System

6 Submission of opinions and suggestions Secondary information Normal I would like to provide FAIC with my Feedback on the registration

processThe time spent to respond to customer's feedback hours 24

Receiving a reply to the

feedbacks providedhours 24 Percentage of cases, which are delt with within the time limit specified in the SLA 80%

Analysis of customer

relationship management

status

7 Apply for fees refund Supplementary Procedural Normal I would like to apply for refunding fees time spent to refund fees days Satisfaction percentage 80% Customer Satisfaction

Surveys

8 Complaints Submission Secondary information Normal I want to make a complaint time spent to resolve the customers' complaints days average time of replying to

the received complaintsdays 5 Percentage of feedbacks resolved within the time specified for the complaint service 100% Customer Relations System

9 activation or reactivation of password Supplementary Procedural Normal I would like to update my personal data Time spent to activate / change the Emirates ID card

passwordinstantly activation / change password instantly Satisfaction percentage 80%

Customer Satisfaction

Surveys


Time of Service Delivery in

Centerminutes 9

The time spent to receive the substituted Emirates

Identity Cardhour 1


card through urgent servicehours 24 Percentage of transactions completed within the time limit for the Emirates ID / urgent service 100% Population Register System

11 Obtain customer data (search for person) Supplementary information Normal I would like to obtain the data of my personal Emirates ID number Reply to the data application days

The term period from the

date of receipt of the

transaction until completion

and notification of customer

days 2 Percentage of transactions completed within the time limit for searching for a person 100% E-Form System

I would like to update my shown data on Emirates ID

Time spent to update the Customers' personal data minutes Percentage of customers who completed the application within the time limit specified in the SLA 100% Automated Queue System

Time spent in the registration center hour 1 Percentage of customers who completed the application within the time limit specified in the SLA 100% Automated Queue System

10 revise the personal data appeared on the Emirates ID Supplementary Procedural Normal

5 Apply for exemption from fines Supplementary Procedural Normal I would like to apply for exemption from administrative delay fees

The time spent to complete the submission process Minutes Percentage of customers who completed the application within the time limit specified in the SLA 100% Automated Queue System

The time spent to receive the substituted Emirates

Identity Cardhour 1 100% Population Register System

4 Apply for substitution of the Emirates ID card Supplementary Procedural Normal I would like to substitute my Emirates ID card


The time spent to receive the renewed Emirates Identity

Cardhour 1 100% Population Register System

3 Apply for renewal of the Emirates ID card Supplementary Procedural Normal I would like to renew my Emirates ID card


The time spent to receive the new Emirates Identity Card hour 1 100% Population Register System

2 Apply for a new Emirates ID card Secondary Procedural Normal I would like to apply for an Emirates ID card for the first time

Available 24 hours a year Depending on availability Available 24 hours a year Percentage of customers who received responses to their inquiries within two working days 100% Customer Relations System1 Inquiries about FAIC's services Secondary information Normal Access to information availability (availability of service)

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List of individual services

Applying for a new Emirates ID card

Scope of service Applying to FAIC for the first time

Description of service

The UAE ID card is mandatory for all residents of the UAE, including UAE nationals, GCC nationals, expatriates and residents of the UAE. Where any person covered by one of these categories is required to apply for a card from the Federal Identity and Nationality Authority.

Target group All UAE nationals, GCC nationals, expatriates and residents of the UAE who have not previously been issued an identity card.

Terms and conditions

ID validity

The ID card is valid for UAE nationals for 5 or 10 years

The ID card is valid for GCC nationals for 5 years

Validity of identity card for all residents related to the validity of residence granted

Registration Form (Application for ID)

If the data is not obtained correctly, the customer will be invited (by text message) to update the application form on the website or call the printing center to update the application

Requests that cannot be processed due to lack of information or late payment within 60 days as of the date of application are canceled

Identity cards are not issued to expatriates until they obtain a residence visa. Pending applications are canceled due to non-issuance of their residence within 60 days as of the date of application

Important notes

The ID card service is available for UAE nationals and GCC nationals at the major customers' centers. The customer can visit any center with the required documents for an additional fee of AED 150. The card will be delivered on the same day.

Customers who are late in applying for the ID will be fined with AED 20 for each day to AED 1,000 at maximum. However, customers can apply for an exemption according to the terms and conditions of applying for this service.

Fees

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Category

Fees required by service channel

Customer happiness center

Typing Centers Electronic form /

mobile phone application

UAE nationals AED 100 for 5 years

AED 200 for 10 years

AED 170 for 5 years


AED 140 for 5 years


GCC nationals AED 100 for 5 years AED 170 for 5 years AED 140 for 5 years

Residents / expatriates

AED 100 for each year of residence

AED 100 for each year of residence + AED 70

for service fees

AED 100 for each year of residence + AED 40

for electronic form fees

Important Notes:

- AED 150 for immediate service charges at major customer happiness centers.

- There is no fee for this service for social security holders, disabled and autistic patients, and they are exempt from administrative delay penalties. However, they must apply for exemption from fees when filling the data and all service delivery channels. During the official working hours.

- Customer who is not disabled, autistic patients and non-insured customers shall apply for exemption from fees when filling in the data and on all service delivery channels. The request shall be decided by customer happiness centers during the official working hours.

The required documents

UAE Nationals with Social Security (over 15 years)

- Social Security Certificate certified by the Ministry of Community Development.

- Original passport (or a copy of the original)

- Original record summary (or a true copy)

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Old, clinically handicapped, disables and autistic UAE national patients who are socially insured



- Valid medical reports approved by the Ministry of Health or health authorities in the UAE

- Social Security Certificate approved by the Ministry of Community Development.

- Certificate of agency for the person acting on behalf of the customer

- A (3.5 x 4.5 cm) sized photo with white background

UAE national with social security (under 15 years)

- Certificate of Social Security approved by the Ministry of Community Development including the name concerned




- Original birth certificate (original passport or father's ID card) only for electronic form / printing office

UAE national who has no social security (over 15 years)


- record summary (or a true copy)

UAE national who has no social security (under 15 years)





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GCC nationals (over 15 years)

- Original valid passport

- Original Gulf ID card for the workers who came from their country of origin (19 years and above) or to a valid parent (18 years and under).

- Original continuation certificate of a study from one of the state schools, colleges or universities

- Original employment contract approved by the Ministry of Labor for private sector employees.

- Original work certificate issued by a governmental institution in the State for employees in the government sector.

- Original valid commercial license.

- Contract of continuity of marriage of a citizen.

- Original summary of the registration of the head of the family (all pages) for the category of children of citizens.

- Original supporting documents proving the relationship of the kinship with a first-class citizen such as the mother, father, sons, husband and wife (birth certificate, marriage contract, etc.) and the original documents of the citizen (passport, identification card).

- Proof of the establishment of the customer 18 years and below or a parent in the country under one of the documents described above.

Old, clinically handicapped, disabled and autistic GCC Citizens patients

- Original passport valid.

- Original valid Gulf ID.

- Valid medical reports approved by the Ministry of Health or the Health Authority of UAE

- Certificate of agency to the person acting on behalf of the customer


- Proof of the establishment of the customer in the State, in terms of work, owned property, relative to the first or second degree citizen with the proof of relationship kinship.

GCC national (under 15 years)


- Original GCC ID card for a valid parent (18 years and under).

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- Original summary of the registration of the head of the family (all pages) for the category of children of citizens

- Extract of the unified number from the Department of Nationality and Foreigners Affairs or to be explained on the passport

- A (3.5 x 4.5 cm) sized photo with a white background


Expatriate (over 15 years)


- Residency or Entry visa

The elderly, physically disabled, clinically handicapped and autistic expatriate



- Original birth certificate (original passport or father's identity card)




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Expatriate (under 15 years)

- Original passport valid




- Original birth certificate or (original passport or father's ID card) only for electronic form / printer office

Service Level Agreement - The ID card will be issued within 5 working days as of the date of application (provided that all security declarations and other procedures are completed on time).

- The ID card will be delivered to customers who apply for immediate service within 24 hours of submitting the application at the Center

Availability of service - The service is available 24 hours a day / week through mobile application and electronic form

- Through customer happiness Centers during the specified working hours (see Service Channels page)

- Through the printing offices during the authorized working hours.

Service channels - Electronic form on the Authority's website.

- Customer happiness Centers (see Service Channels page)

- Mobile phone application.

- Through the printing offices during the authorized working hours

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Customer Journey 1. I would like to apply for UAE ID for the first time 2. I have inquired about UAE Identity Authority services to get more information about available

services 3. I was informed of the steps to be followed to fill in the application 4. I have filled out my application and it was submitted through my preferred channel. 5. I have received a text message including the serial number of my application. 6. I have visited the registration center to present my medical status details. 7. I have received a text message informing me of the status of my application and the expected

date of delivery through my preferred channel. 8. I have received my UAE ID through my preferred channel. 9. I have been urged to provide my feedback on the application process. 10. I have provided my feedback about my experience with Emirates ID through my preferred

channel.

Submitting an application for renewal of ID card

Scope of service Renewing the expired UAE ID card

Description of service After the expiry date, the cardholder is asked to apply for renewal

Target group All UAE nationals, GCC nationals, expatriates and residents of UAE whose UAE ID cards have expired

Terms and conditions

ID validity

The ID card is valid for UAE nationals for 5 years or 10 years

The ID card is valid for GCC nationals for 5 years

Validity of ID card for all residents related to the validity of residence granted

Registration Form (Application for ID)


Requests that cannot be processed due to lack of information or late payment within 60 days from the date of application are canceled

IDs are not issued to expatriates until they obtain a residence visa. Pending applications are canceled due to non-issuance of their residence within 60 days as of the date of application

Important notes

The instant issuance (instant service) service is available for UAE nationals and GCC nationals

Customers who are late in applying for the ID will be fined AED 20 for each day to AED 1,000

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at the main customers' centers. The customer can visit any center with the required documents for an additional fee of AED 150. The card will be delivered within 24 hours.

at maximum. However, customers can apply for an exemption according to the terms and conditions of applying for this service.

Fees

Category

Fees required by service channel


Printing offices Electronic form /

mobile phone application

UAE nationals AED 100 for 5 years


AED 170 for 5 years


AED 140 for 5 years


GCC nationals AED 100 for 5 years AED 170 for 5 years AED 140 for 5 years


AED 100 for each year of residence

AED 100 for each year of residence + AED 70 for service fees

AED 100 for each year of residence + AED 40 for electronic form fees

Important notes

- AED 150 for immediate service charges at major customer centers

- There are no fees for this service for social security holders, owners and autistic patients, and they are exempt from administrative delay penalties. However, they must apply for exemption from fees when filling in the data and on all service delivery channels. customers during official business hours.

- The non-self-employed, autistic and non-insured customers must apply for exemption from fees when filling in the data and on all service delivery channels. The request shall be decided by the centers of the customers and during the official working hours.


UAE Nationals with Social Security (over 15 years)

- Social Security Certificate certified by the Ministry of Community Development.



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- Expired ID card or data or a copy of the ID card

Old, clinically handicapped, disables and autistic UAE national patients who are socially insured

- The expired identity card, its data or a copy thereof

- Certificate of Social Security approved by the Ministry of Community Development.






- Certificate of Social Security certified by the Ministry of Community Development.




- The expired ID, its data or a copy thereof

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UAE national who has no social security (over 15 years)



- The expired ID, its data or a copy thereof

UAE national who has no social security (under 15 years)




- Expired identity card or data or a copy of the ID card

- Passport of a parent or UAE ID




- Original Gulf ID card for the workers who came from their country of origin (19 years and above) or to a valid parent (18 years and under).


- Original employment contract approved by the Ministry of Labor for private sector employees.

- Original work certificate issued by a governmental institution in the State for employees in the government sector.

- Original valid commercial license.

- Contract of continuity of marriage of a citizen.

- Original summary of the registration of the head of the family (all pages) for the category of children of citizens.

- Original supporting documents proving the relationship of the kinship with a first-class citizen such as the mother, father, sons, husband and wife (birth certificate, marriage contract, etc.) and the original documents of the citizen (passport, identification card).

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- Proof of the establishment of the customer 18 years and below or a parent in the country under one of the documents described above.


Old, clinically handicapped, disabled and autistic GCC Citizens patients

- Original passport valid.

- Original valid Gulf ID.

- Valid medical reports approved by the Ministry of Health or the Health Authority of UAE



- Proof of the establishment of the customer in the State, in terms of work, owned property, relative to the first or second degree citizen with the proof of relationship kinship.


GCC national (under 15 years)


- Original valid GCC ID card of a parent (18 years and under).


- Original summary of the record of the head of the family (all pages) for the category of children of citizens



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Expatriate (over 15 years)


- Residence or Entry visa


The elderly, physically disabled, clinically handicapped and autistic expatriate





- Medical reports approved by the Ministry of Health or health authorities in the UAE and valid

- Certificate of agency for the person acting on behalf of the customer


Expatriate (under 15 years)






- The ID card will be issued within 5 working days from the date of submission of the application (provided that all security declarations and other procedures are completed on time).

- The ID card will be delivered to customers who apply for urgent service within 24 hours of submitting the application at the center

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Availability of service - The service is available 24 hours a day / week through mobile application and electronic form

- Through customer happiness Centers during the specified working hours (see Service Channels page)

- Through the printing offices during the authorized working hours.


- Customer happiness Centers (see Service Channels page)



Customer Journey - I have received a text message reminding me to renew my ID and the steps to be followed in

this regard. - I understood the steps to be followed in order to start renewing my ID. - I have started the renewal process through my preferred service channel - I have received a text message informing me of the status of renewal application. - I have received my UAE ID through my preferred channel. - I have been urged to provide my feedback on the renewal process. - I have provided my feedback about my experience through my preferred channel.

Application to replace the ID card

Scope of service Replacing a lost ID card

Replacing a damaged ID card

Service description Customers can apply for replacement of their ID card if they are damaged or lost

Target group All citizens, GC citizens, expatriates and residents of the United Arab Emirates holding the UAE ID card


ID validity

The expired identity card will expire on the same date as the lost or damaged card

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Registration Form (Application for Identity)


Requests that cannot be processed due to lack of information or late payment within 60 days as of the date of application are canceled

Important notes

The instant issuance (instant service) service is available for UAE nationals and GCC nationals at the main customers' centers. The customer can visit any center with the required documents for an additional fee of AED 150. The card will be delivered within the same day.

Category Fees required by service channel


Printing offices Electronic form / mobile phone application

UAE nationals AED 300 for the lost or damaged ID

AED 370 for the lost or damaged ID


GCC nationals AED 300 for the lost or damaged ID







Important notes

• AED 150 for immediate service charges at major customer happiness centers


Emirati citizen with social security (over 15 years)

Original passport (or a true copy)

Original record summary (or a true copy)

The damaged ID, its data or a copy thereof

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Original passport (or a true copy)


A (3.5 x 4.5 cm) sized photo with a white background

The damaged identity card, its data or a copy thereof

Original birth certificate or (original passport or ID card for father) only for electronic form / printer office

Non-social security citizen (over 15 years)

Original passport (or a copy of the original)



Non-social security citizen (under 15 years)

Original passport (or a copy of the original)


A (3.5 x 4.5 cm) sized photo with a white background


Original birth certificate or (original passport or ID card for father) only for electronic form / printing office



Original Gulf ID card for the workers who came from their country of origin (19 years and above) or to a valid parent (18 years and under).

Original continuation certificate of a study from one of the state schools, colleges or universities

Original employment contract approved by the Ministry of Labor for private sector employees.

Original valid commercial license.

Original family's birth certificate (all pages) for the category of citizens children

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Original supporting documents to prove the relationship of the kinship to a first-class citizen such as the mother, father, sons, husband and wife (birth certificate, marriage contract, etc.) and the original documents of the citizen (passport, record, ID).

Proof of residency of the customer who is 18 years and under or a parent in the country under one of the documents described above


Citizens of the GCC are elderly, clinically handicapped, motivated and autistic

Original passport valid

Original GCC valid ID card

Valid medical reports approved by the Ministry of Health or the UAE Health Authority

Certificate of agency for the person acting on behalf of the customer

A personal photo (3.5 x 4.5 cm) with a white background

Proof of the establishment of the customer in the State In terms of work, owned property, near the first or second degree citizen with proof of relationship kinship.


GCC nationals (under 15)

Original valid passport

Original valid GCC ID card for parent (18 years and under).

Original continuity certificate from a school, college or university

Original of the summation of the head of the family (all pages) for the category of citizens and citizens

A personal photo (3.5 x 4.5 cm) with a white background

Damaged ID or its data or an image of the identity card

Original birth certificate or (original passport or ID card for father) only for electronic form / printing office

Resident (above 15 years)


- Valid residence

- The damaged ID, its data or a copy thereof

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The elderly, disabled, clinically handicapped and autistic expatriate


- Valid residence


- Medical reports approved by the Ministry of Health or health authorities in the UAE and valid




Resident (under 15 years)


- Valid residence




- Original birth certificate or (original passport or father's ID card) only for electronic form / printer office

Service Level Agreement The ID card is issued within 5 working days of the date of application (provided that all security and other actions are completed on time).

The ID card will be delivered to customers who apply for urgent service within 24 hours of submitting the application at the Center

Availability of service - The service is available 24 hours / week through mobile phone application, autoresponder system and electronic form

Through the centers of the customers during the working hours shown

(See Service channels page)

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Through the printing offices during the authorized working hours


- Customer Care Centers (see Service Channels page)



Customer Journey 1. I would like to replace my damaged card 2. I have submitted an application to replace my ID through the channel I prefer. 3. I have paid the replacement fees using my preferred payment method 4. I have received a text message about the status of the submitted application and the

expected delivery date. 5. I have received my replaced ID through my preferred delivery channel. 6. I have been asked to provide my feedback about my experience with the

replacement process

Amendment of the personal data shown on the ID card

Scope of service Edit basic personal data (data that is printed on the card) Change the image or signature

Service description Customers may apply for replacement of the ID card if they wish to change the personal picture on the card or modify any of their personal data printed on the card. The replacement card is issued on the same date as the card to be replaced

Target group All citizens and citizens of the GCC countries and expatriates and residents of the UAE who have the UAE ID card

Terms and Conditions The customer must apply for replacement of the ID card to change any of the key personal data printed on the card

Fees

Category Customer happiness center

UAE nationals AED 150 for updating the data and AED 150 for online service at the customers' centers GCC nationals

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The customer must present the UAE ID card and supporting documents (depending on the customer category for the replacement service above) to request this service

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The ID card will be delivered to the customers who apply for immediate service within 24 hours from the application

Availability of service

Through the centers of the customers during the specified working hours (see page service channels)

Customer Journey 1. I would like to change key information printed on my card 2. I have visited the Happiness Center and requested Quick Service. 3. I have paid the fees using my preferred payment method 4. I have received my replaced ID through my preferred delivery channel. 5. I have been asked to provide my feedback about my experience with the

replacement process

Filing a complaint

Scope of service Filing a complaint

Service description Filing a complaint about the experience of customers in dealing with the FAIC

Target group All GCC nationals, expatriates and residents of the UAE who activate with FAIC in any point within the period of residence

Terms and Conditions There are no conditions

Fees This service is free of charge to all customers on all channels and charges are incurred in connection with the service center


The complaint is processed within 2 – 5 working days

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The service is available 24 hours / week throughout the mobile application, communication center and social media channels

Through the centers of the customers during the specified working hours (see page service channels)

Service delivery channels

Website Customer happiness centers (see service channels page)

Communication center Email

Instant conversation Mobile application

Customer Journey 1. I faced some problems when dealing with EIDA, so I want to provide a complaint. 2. I communicated with EIDA through my preferred channel, and provided my complaint. 3. I received a text message with the referential number of my complaint and the expected

date for the solution. 4. EIDA called me to follow up my complaint and provide –if required- further details. 5. I received a text message confirming resolution of my complaint, and the procedure taken

by EIDA. 6. I filled in the survey form regarding my satisfaction about the solution delivered through my

preferred channel.

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Applying for exemption from fines

Scope of Service Applying for exemption from fines

Service description Customers can apply for exemption from their fines

Target group

All UAE nationals, GCC nationals, expatriates and residents of the UAE who meet the following conditions:

1. The individual who left the country and spent more than three months outside the country or the resident who completed his residency outside the state. The validity of his ID card expired after the date of departure, provided that it is proven by the date fixed in the travel document.

2. The individual whose ID card has been removed after being deported by administrative order or judgment or whose passport is reserved for cases or for the renewal of a passport, provided that it is confirmed by a letter or a receipt issued by the competent authorities, passport.

3. The deceased or an individual with a contagious disease or the clinical seat or with the total or partial disability, provided that this is proven by a medical certificate issued by the competent authorities in the State.

4. Heads and members of diplomatic missions and members of diplomatic missions - accredited by the State.

5. Heads and members of consular missions and members of consular missions - accredited by the State.

6. Heads and members of international organizations within the State.

7. The category of elderly persons (70 years and above) who are unable to reach registration centers in the UAE, provided that this is proved by the registration summary, passport or any other document approved by the country indicating the age of the customer.

8. The category of social security employees and their dependents, provided that their status is confirmed by an official certificate issued by the Ministry of Social Affairs in the State or the competent authorities.

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9. An individual who has no identity card for the period prior to obtaining the nationality of the State and before obtaining the digest.

10. Delay due to an accompanying error or due to the regulations of the Authority or its staff or one of the printing offices charged by the Authority. The delay resulted in the registration or renewal of the ID.

Terms and Conditions Applications for exemption from additional fees or administrative delay penalties that are submitted collectively by companies, public institutions or private entities shall not be accepted

Fees This service is free for all customers


Citizens of the GCC nationals:

A guide to support the customer's request for exemption according to one of the reasons mentioned above

Registration number through the printing offices

Contact information

GCC nationals



Contact information

Expats and residents:



Contact information

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Service Level agreement The customer will be contacted within one month from the date of submitting the application and supporting documents. The amount will be deposited in the customer's account automatically after verification of his entitlement to payment


The Service is available in the main customer happiness centers only

Service Delivery Channels Through customer Happiness centers of the customers during the specified working hours (see service channels page)

Apply for customer information application

Service Scope

Apply for customer information application to verify whether a person has a previous ID number or not before creating an ID form application

Service Description Get the ID number and card expiration date

Target group

All UAE nationals, GCC nationals, expatriates and residents of the UAE who have previously registered in the ID system and population register

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Provide a personal photo of the customer and passport data in the electronic system available through the E-form

Fees no fees

Required Documents - All customers: - copy of passport - recent peronal photo

- copy of previous residency data (residents only)

Service Level agreement The customer is contacted within 48 hours from the time of submitting the application and supporting documents through text messages

Availability of service The service is available by visiting the E-form system / printing offices, and the result of the application is available during the working hours of the customer happiness centers

Service Delivery Channels Through customer Happiness centers of the customers during the specified working hours (see service channels page)

Printing offices / E-form

G2B and G2C Services

Inquire about the services of FAIC

Service Scope Inquiring about everything related to the services of FAIC

Follow the status of the application / service request

Service Description

"This service provides customers with access to information about FAIC through various channels:

- Website - E-mail

- Call Center - Mobile Application

- Social media - Live chat

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Target group

Residents of the UAE who paid more than the years of residence granted to them and all government entities and registered institutions


N/A

Fees no fees

Required Documents

N/A

Service Level agreement 90% of inquiries have been answered since the first contact with the FAIC

Availability of service The service is available 24 /7 through the mobile application, call center, social media channels and through customer happiness centers during the working hours shown (see service channels page))

Service Delivery Channels

- Website - Customer Happiness Center (See the service

channels page)

- Call Center - E-mail

- Social media - Mobile Application

- Live chat

Customer Journey:

I would like to inquire about the services of the FAIC for government entities and institutions

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1. I contacted FAIC through the service channel I prefer

2. I have inquired about the services of the FAIC to obtain more information about the services available to government entities and institutions

3. I got the information I need through the service channel I prefer

4. I got all the information I need about the services required to apply

5. I was inspired to provide my views and observations on my experience in inquiring about the services of FAIC

6. I offer my opinion about the service

I would like to follow up the status of the service application

1. I give the reference application number to follow the status of the application 2. I get notified about the application status 3. I was inspired to provide my views and observations on my experience in inquiring about

the services of FAIC 4. I offer my opinion about the service

Request for information / statistics

Service Scope Request information on residents in the UAE

Service Description

"FAIC is a repository of information collected by UAE nationals and residents, and institutions, espeially government, can access those information that can be used for:

- Conducting statistical studies and analyzes on the population of the State

- Verification of the identity of individuals, including their personal information and vital information such as full name, date of birth, sex, nationality, password and fingerprints

Target group All government entities and registered establishments


the Entity shall be registered with the FAIC before requesting information

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No raw information is provided, and aggregate results will be provided only "Depends on the type of entity (paid only once):

Fees

- - Government and semi-government agencies: no fees

- Private institutions variable"

Required Documents "Government entities, the following information must be provided for this service

An official letter requesting the service and to contain the following information:

- Entity information

- contact information

- Required information

Reason of requesting information


The service is available during working hours only

Service Level agreement

The service completion period is 48 hours


Website

Service Centers

E-mail

Customer Journey:

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I would like to apply for requesting information about residents in the State

1. I contacted FAIC through the service channel I prefer to request the information I need

2. I receive notification to confirm approval of my application 3. I receive a notification to pay the application fee 4. I receive an alert with a reference number for my order with the expected time to end the

process 5. I pay the fees using my preferred payment method 6. I receive a notification to complete the payment 7. I receive a notification of the expected time period for receiving the information 8. I receive information via my favorite channel

9. I was inspired to provide my views and observations on my experience in requesting information from FAIC


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Matching individuals' data with Emirates ID cards

Service Scope A service to request matching of individuals' information with Emirates ID cards for a particular set of numbers

Service Description

The service of requesting matching the information of individuals with Emirates ID cards, is provided by FAIC to enable the entities to match the data stored in the database of the population register of FAIC with individuals. Upon receipt of the application, FAIC will determine the unified numbers and match them with your customer records. You are required to prepare a list of the records to be matched on the Excel file, which must be copied on a CD and sent with the official letter to the Director General of FAIC to follow up your application


Terms and Conditions the Entity shall be registered with the FAIC before requesting information

Special unique numbers must be provided in Excel spreadsheet format

Fees

"Government entities no fees

semi-government and private establishments: Depends on the complexity of the required data (number of fields and documents)"

Required Documents "Government entities, the following information must be provided to access this service

An official letter requesting the service and to contain the following information:



- Required information

Reason of requesting information

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The service is available during working hours only




Website

Service Centers

E-mail

Customer Journey:

I would like to link the information to Emirates ID numbers in my database:

I contacted FAIC through the service channel I prefer to request linking the information I need

1. I receive notification to confirm approval of my application

2. I receive a notification to pay the application fee

3. I receive an alert with a reference number for my order with the expected time to end the process

4. I pay the fees using my preferred payment method

5. I receive a notification to complete the payment

6. I receive a notification of the expected time period for completing the linking process 7. I receive information via my favorite channel 8. I was inspired to provide my views and observations on my experience in linking the

information from FAIC 9. I offer my opinion about the service 10.

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verification of Emirates ID through digital Validation Gateway (VG)

Service Scope

"Application for getting one or more of the Digital Validation Gateway services:

- Verification of the authenticity of the Emirates ID card and its status

- Verification of the biometric data of the cardholder by fingerprint

- Changing PIN - Password

- Reading personal information integrated into Emirates ID card

- protocol of verification of certificate status Electronically

- Digital signature verification service

- Time stamp

- Electronic signature service for transactions and file

- verification of public key

- Reading the Family book

Service Description

Is a service provided by FAIC online, in order to enable public and private entities and individuals to use their "smart" Emirates ID card to perform transactions through cyberspace.

The Gateway (http://vg.emiratesid.ae/) offers a wide range of digital services related to the ID card, where users and institutions can access and benefit from its many advantages in accessing electronic services that require the use of an Emirates ID card to prove their identity and signature electronically, needless to have any software or coding experience.


Terms and Conditions The authority or entity must be registered with the FAIC to apply for accessing the Digital Validation Gateway

Fees

"Government entities no fees

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semi-government and private establishments: Depends on the size of the entity or institution:

*Small Enterprises (1-10 employees): AED 100 / month

* Small and Medium Enterprises (11-249 employees): AED 500 / month

* Large enterprises and companies (more than 250 employees): AED 1000 / month

Required Documents "Government entities, the following information must be provided for this service:

- An official letter requesting the service and to contain the following information:



* Some government authority services require the identification of a person"

Availability of service The service is available for application submission during official working hours

Service is available for operations: around the clock.

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Website

Service Centers

Customer Journey

I would like to request one or more of the Digital Validation Gateway services:

1. I contacted FAIC through the service channel I prefer to request one of the Digital Validation Gateway services.

2. I receive notification to confirm approval of my application

3. I receive a notification to pay the application fee

4. I pay the fees using my preferred payment method 5. I receive a notification to complete the payment

6. I receive a notification of the expected time period for completing the application 7. I receive an activation notification with instructions on how to use it 8. I follow the instructions and start using the service

9. I was inspired to present my views and observations on my experience


Request Emirates ID card reader device

Service Scope "Request a sample device for testing or request a set of devices for implementation"

Service Description

"This service allows government and private entities to request the devices that enable the use of the services of FAIC, including these devices:

- The e-reader of the Emirates ID card

- Fingerprint reader

- Digital Signature Tool"


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The authority or entity must be registered with the FAIC to apply for getting the reader devices

Fees

- "Government entities

E-Card Reader for testing: no fees

Set of devices no fees

- semi-government and private establishments:

E-Card Reader for testing: No fees (for the first time only)

Set of devices Depends on model, number of devices and shipping costs "

Required Documents

"The following information is necessary to apply for the service:

- The authority or entity information

- The authority or entity contact information"


"Application: During the official working hours

Support: around the clock."



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Website

Customer Journey I would like to request a set of data readers that will enable access to FAIC's services.

1. I contacted FAIC through the service channel I prefer to request the service 2. I receive notification to confirm approval of my application 3. I visit FAIC website to review the list of available reader devices 4. I choose the device and complete my order

5. FAIC requests me to pay the amount due to complete the application

6. I pay the fees using my preferred payment method 7. I receive a notification to complete the payment

8. I receive a notification of the expected time period for completing the application

9. I receive the devices on time 10. I was inspired to present my views and observations on my experience 11. I offer my opinion about the service