FTA Advances Customer Service Excellence With Upgrades In Line With UAE’s Government Services 2.0 Framework

In a significant stride towards enhancing customer service within the UAE, the Federal Tax Authority (FTA) has announced an upgrade to three of its principal services. This development is part of the UAE's ambitious 'Government Services 2.0' initiative, aimed at refining the efficiency and effectiveness of public services to ensure a smooth and user-friendly experience for all users. The move aligns with the Government Services Quality Charter, underscoring a commitment to setting new standards in service delivery.

Today, the FTA disclosed the successful enhancement of services related to "Tax Refund for UAE Nationals Building New Residences", "Issuance of Tax Certificates", and "Excise Goods Registration Inquiry Response". Khalid Ali Al Bustani, the Director General of the FTA, highlighted that these improvements are reflective of the FTA's dedication to achieving global service standards as outlined in the Government Services Quality Charter.

Al Bustani elaborated on the comprehensive plan executed by the FTA to streamline these three priority services. Efforts have been concentrated on reducing required documentation and simplifying procedures to not only speed up service delivery but also improve overall customer experience. For instance, the process for 'Issuance of Tax Certificates' has been optimized to facilitate quicker issuance, benefiting applicants involved in international tax treaties and domestic business activities.

The FTA has made notable advancements in service efficiency. The processing time for "Tax Refund for UAE Nationals Building New Residences" has been reduced from 25 to 20 minutes, with a decrease in steps and fields required in the application process. Similarly, enhancements to the website search feature now allow direct access to service applications from frequently visited pages, streamlining the application process further by leveraging essential information from the UAE Pass.

For 'Issuance of Tax Certificates', necessary documentation has been minimized, and website navigation has been improved for easier access to services. Automation of data verification and integration with UAE Pass are among the key improvements aimed at expediting applications. Additionally, an Electronic Seal on Digital Certificates ensures authenticity and validation.

Significant improvements have also been made in the "Excise Goods Registration Inquiry Response" service. The application time has been notably reduced, with immediate responses provided to customer inquiries without needing redirection to partner websites. This enhancement saves time for customers seeking information about FTA services through its partners' platforms.

This strategic upgrade by the FTA not only demonstrates a commitment to enhancing customer service but also sets a benchmark for public service delivery within the UAE. By streamlining processes and integrating advanced technologies, the FTA aims to provide efficient, effective, and user-friendly services that meet the needs of its customers.

With inputs from WAM