MoEI Hosts First Customer Council To Improve Mortgage Release Procedures After Loan Repayment

The Ministry of Energy and Infrastructure (MoEI) recently held its inaugural customer council meeting. The focus was on improving the mortgage release process after loan repayment. This initiative aims to boost transparency, enhance service efficiency, and gather feedback from beneficiaries, aligning with national smart government objectives.

Participants included representatives from federal and local government bodies, Emirates Development Bank, and various customers. They discussed challenges that previously complicated the mortgage release process. Issues like multiple visits, differing document requirements across emirates, and lack of digital integration were highlighted as obstacles.

Eng. Sharif Al Olama, Undersecretary for Energy and Petroleum Affairs at MoEI, stated, "The Customer Council meeting aligns with the UAE Government’s vision of building flexible and smart government services that place the customer at the heart of improvement and development. It reflects our commitment to involving customers in decision-making and enhancing transparency."

The council introduced a new integrated model for an improved customer journey. This model shifts from traditional service methods to a seamless experience prioritising flexibility and excellence. Initially launching in Ajman, it will later expand to other emirates.

Key improvements include automatic cancellation of direct debit by Emirates Development Bank upon customer repayment without manual intervention. The new model also removes the need for in-person visits in some emirates to collect loan guarantees, simplifying the process further.

Digital Integration for Seamless Transactions

This initiative activates digital integration between the Ministry, the bank, and Ajman's Department of Land and Real Estate Regulation. It enables automatic notifications to all concerned parties once transactions are completed. These changes reduce service completion time to just one working day post-repayment.

Eng. Mohammed Bin Taliah emphasised that customer councils are crucial for achieving zero bureaucracy as they represent customer voices directly. He noted that redesigning government services becomes more efficient through these councils.

Impact on Government Service Delivery

The enhanced mortgage release service exemplifies governmental integration's practical benefits. Such collaboration has cut the customer journey by up to 100 percent—eliminating visits from five to none and reducing required documents from six to zero.

This transformation underscores the UAE Government's dedication to implementing Zero Bureaucracy principles and creating seamless, customer-focused services.

Eng. Omar bin Omair Al Muhairi highlighted that participating in this council is part of a strategic partnership with MoEI. It continues joint efforts to shape real estate's future while enhancing government work efficiency through proactive service packages.

The Ministry remains committed to working with strategic partners to turn council outcomes into actionable improvements. These efforts aim to boost customer satisfaction and elevate UAE's global rankings in government service efficiency.

With inputs from WAM