Contents-13C456.Pdf

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 2

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 The required documents...... 39 Availability of service ...... 44 Service channels ...... 44 Application to replace the ID card ...... 44 Terms and Conditions ...... 44 The required documents...... 45 Service Level Agreement ...... 48 Availability of service ...... 48 Service channels ...... 49 Amendment of the personal data shown on the ID card ...... 49 Terms and Conditions ...... 49 Fees ...... 49 The required documents...... 50 Service Level Agreement ...... 51 Availability of service ...... 51 Filing a complaint ...... 51 Terms and Conditions ...... 51 Fees ...... 51 3

Service Level Agreement ...... 51 Availability of service ...... 52 Service delivery channels ...... 52 Applying for exemption from fines ...... 52 Terms and Conditions ...... 54 Fees ...... 54 The required documents...... 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 Service Level agreement ...... 56 Availability of service ...... 56 Service Delivery Channels ...... 56 Companies' Services...... 56 Inquire about the services of FAIC ...... 56 Terms and Conditions ...... 57 Fees ...... 57 Required Documents ...... 57 Service Level agreement ...... 57 Availability of service ...... 57 Service Delivery Channels ...... 57 Request for information / statistics ...... 58 Terms and Conditions ...... 58 Fees ...... 59 Required Documents ...... 59 Availability of service ...... 59 Service Level agreement ...... 59 4

Service Delivery Channels ...... 59 Matching individuals' data with Emirates ID cards ...... 61 Terms and Conditions ...... 61 Fees ...... 61 Required Documents ...... 61 Availability of service ...... 62 Service Level agreement ...... 62 Service Delivery Channels ...... 62 verification of Emirates ID through digital Validation Gateway (VG) ...... 63 Terms and Conditions ...... 63 Fees ...... 63 Required Documents ...... 64 Availability of service ...... 64 Service Delivery Channels ...... 65 Customer Journey ...... 65 Request Emirates ID card reader device ...... 65 Terms and Conditions ...... 66 Fees ...... 66 Required Documents ...... 66 Availability of service ...... 66 Service Level agreement ...... 66 Service Delivery Channels ...... 67 Customer Journey ...... 67

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

Amendment of service requirements and Team of the Federal Authority 19 June 2014 conducting a general review of the list of for Identity and Citizenship services Team of the Federal Authority Adding the Service Pack page and updating the 14 July 2014 for Identity and Citizenship Service Properties page Showing the file to the notary of the authority Team of the Federal Authority to do revision and add sections of the 6 August 2014 for Identity and Citizenship Encyclopedia of Enterprise Services and list of institutions services Glossary of terms and procedures of 26 October Team of the Federal Authority complaints management and exemption 2014 for Identity and Citizenship categories GCC nationals' registration policies and Procedures were amended by virtue of circular Team of the Federal Authority No (1) for the year 2015, Book No. E / 15 March 2015 for Identity and Citizenship 50/88/00. The leases have been canceled even if they are approved by the concerned authorities. The working hours of the main centers and service offices have been amended by virtue Team of the Federal Authority 1 March 2016 of letter No. 02/99/02/02 whose subject is the for Identity and Citizenship new organization of working hours of the centers and service offices of the Authority. The amendment included the removal of the Team of the Federal Authority Dibba Al Fujairah centers, the Ghayathi 2 8 August 2016 for Identity and Citizenship center, Suhayhan office and Satwa center for preventive medicine

Date Amendment official Amendment description Updating the customer service charter and modifying the name to happiness equation. Updating the service channels and the phone Team of the Federal Authority numbers of the centers with the addition of 15 May 2017 for Identity and Citizenship Umm Hurair and Al Shahamah Center. Updating the list of individual services in accordance with the tenth version of the Services Guide. Team of the Federal Authority Modifying the guide in terms of design and August 2017 for Identity and Citizenship data included.

Glossary of terms

Term Definition

Transactions / services provided by the government Individual services to individual citizens and residents Transactions / services provided by the government Private institutional services to private sector institutions Transactions / services provided by an internal or Public institutional services external governmental institution to another governmental institution Any step or activity that would have a negative or The critical moment of the journey positive impact on the customer's journey and could cause frustration or make it happy An agreement concluded between the customers and the Federal Authority for Identity and Citizenship Service Level Agreement indicating the minimum service standards to ensure customer satisfaction. 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 Customer Relationship Management 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.

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.

Axes of the strategy of the Federal Authority for Identity and Citizenship to provide services « The Federal Authority for Identity and Citizenship believes in the formation of a cohesive community with the customers Effective cooperation 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" "The Federal Authority for Identity and Citizenship plays a key role in developing the culture of innovation and Creating innovation entrepreneurship to establish the foundation of the digital economy in UAE and in order FAIC to serve as a global leader in ID services" "Customers shall have a unique and consistent experience with Enhancing customer the Federal Authority for Identity and Citizenship, which will be experience 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 This paper provides definitions of the common terms and abbreviations Glossary of terms used in this guide Characteristics of This paper provides a description of all service characteristics stated in Services this guide This paper contains the "future" services to be provided by the Government to individuals and their respective characteristics (described Guide of Services in the Services Characteristics paper). The browser can click the service name or icon to go directly to the page of its details

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 A brief description of the service that explains its purpose and how it is Description and possible for customers of the Federal Authority for Identity and benefits Citizenship to benefit from it Classification of the Service Based on the availability of essential services Type (ID issuance and authentication services) provided by the Federal Authority for Identity and Citizenship Information about the criteria of the target group to request or benefit Target group from the service Terms and Any terms or conditions that may be related to the Service Conditions Expected service cost plus details of payments and associated fines (if Fees applicable) Details of the basic conditions (submission of documents, ratifications, Prerequisites etc.) that may have to be submitted before the customer can apply for the service Service Level Service Level Agreements related to the Services listed in the Services Agreement Directory classified by Channels Information about the availability of the service through multiple Availability channels through which access to the service can be achieved. Channels through which the customer can begin to apply for and Service channels eventually receive the service

Services categories

Basic services Subsidiary services Supplementary services

The services related to the basic services and are The services related to the Common services that include provided by following similar basic services like providing secondary services (Subsidiary procedures for basic service the authority with opinions, and supplementary services). procedures with minor proposals and complaints. amendments.

Services types

Informative services Procedural services Commercial services

Services that involve the Services that meet the needs The services provided by the provision of information from of the customer and whose Federal Authority and the government to the nature is the completion of Citizenship to generate customer as the service of transactions such as issuance revenues for the government, inquiry about the services of of ID cards and others. such as providing private the Authority, awareness sector institutions with campaigns and training statistical data. programs.

S. Basic Service Service Transaction Service Category No. service symbol type type

Applying for a new ID 1 BIWS Subsidiary Procedural Ordinary card Applying for renewing ID 2 BIWS/CRR Supplementary Procedural Ordinary card Applying for replacing ID 3 BIWS/CRR Supplementary Procedural Ordinary card Amending the data 4 CRR Supplementary Procedural Ordinary shown on the ID card Activating or 5

reactivating the CRR Supplementary Procedural Ordinary password Applying for exemption 6 Fine Waver Supplementary Procedural Ordinary 1 from fines Applying for fees 7 CS Subsidiary Informative Ordinary

ID card recovery Presenting views and 8 CS Subsidiary Informative Ordinary proposals

9 Filing a complaint CS Subsidiary Informative Ordinary

Inquiring about the services of the Federal 10 CS Subsidiary Informative Ordinary Authority for Identity and Citizenship Obtaining customer data 11 Supplementary Informative Ordinary (search for person)

Customer happiness equation

Initiative Activity Key Tasks Performance Indicator Target

Proud We pledge to make you Greet you with a smile Compliance ratio with rule 10-5-3 Satisfaction with the 85% Employee happy appreciation and respect from the EIDA Happiness centers employee

Make an excellent first impression Customer Satisfaction Ratio with the services and Direct 85% communication Be courteous and polite

Be professional and helpful

Show empathy

Be positive

Be a great listener Satisfaction with the accuracy and clarity of information within the centers / contact center

Be innovative in service provision Percentage of applicable creative ideas related to service 90% development Go the extra mile

Deliver a wow experience Customer Satisfaction Ratio with

Initiative Activity Key Tasks Performance Indicator Target

Dedicated We work to make you Provide a happy and a positive culture Satisfaction of customers with the work environment in service 85% entity happy delivery Happiness centers

Simply and speed up service delivery Percentage of satisfaction with waiting period for service within 85% the happiness centers

Length of waiting for services within the happiness center

Know the customer preferences and personalize Number of complaints received in violation of customer privacy D 10 the experience

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

Provide fair and unbiased service The number of complaints received at the happiness centers in the 0% implementation of the principle of justice and equality

Delight the customer by going beyond Percentage of services developed in innovative ways from total 0% expectations services provided

Continuously innovate future service delivery 20%

Listen to the voice of the customer Percentage of the implemented Ideas from all effective proposals 80% & suggestions

Engage the customer to improve services Number of brainstorming implemented and conducted with the 4% customers

Work with one – team spirit for customer Percentage of the positive contribution of the administrative units 100% happiness with the Customers Happiness team

Initiative Activity Key Tasks Performance Indicator Target

Positive and Help us make you happy Provide accurate and up- to date information and Percentage of customers who provided accurate and up-to-date 95% proactive documents information and documents (number of customers who provided customer correct information / documents / total customers who provided documents and documents) * 100

Offer constructive feedback and innovative and Percentage of innovative and positive ideas received from 3% positive suggestions customers (number of innovative and positive ideas provided on all communication channels / total ideas provided by customers on all channels of communication) * 100

Glossary of terms

Terms Meaning

A document describing the commitment and promises of FAIC towards Customer happiness its customers and the duties of the customers and means of equation communication. The way adopted by FAIC to meet the expectations set forth in the Standards of service Service Charter and help to positively influence customers, improve the time quality of performance and reach their highest levels of satisfaction, which are fully expressed. Is the first beneficiary of the services of the Authority (citizens and Customers residents legally by the state and federal and local government agencies, in addition to private companies) A written or oral statement submitted by one of the customers to FAIC through the available channels of communication expressing its Complaints dissatisfaction to the procedures or transactions that it submits to obtain the service or the manner of submission. A written or verbal statement submitted by one of the customers to the Authority through the available channels of communication expressing Enquiry 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. An integrated system to manage the transactions of FAIC with its Customers 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.

 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.

Categories of customers

Residents UAE nationals Expatriates GCC nationals Holders of residence Holders of entry GCC nationals living UAE Nationals under the in the UAE who hold permits to UAE who in UAE Registration Summary the nationality of have the nationality of another country another country

People of Children under the The elderly VIPs age of 15 years Determination Citizens and residents Resident in the UAE who UAE nationals or any are provided with special UAE Nationals or any over the age of 80 other country resident privileges because of other country requiring years under the age of 15 their important status assistance due to years disability

Private sector Public sector Social security institutions institutions recipients Private companies Entities managed by UAE Nationals owned by one or the Government of Beneficiaries of Social more individuals the United Arab Security Emirates

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

Issuing a birth certificate Add the name of the child Issuing ID number for from Ministry of Health to the registration the newborn from Issuing an electronic Issuing ID Card for the certificate from the Ministry FAIC passport from the of the Interior Ministry of Interior newborn from FAIC

GCC nationals

Issuing a birth certificate Issuing a passport from the Issuing ID Card for the from Ministry of Health embassy of the country of newborn from FAIC nationality

Residents

Issuing a passport or adding the Issuing a birth certificate Issuing ID Card for the name of the child to the passport of Issuance of the newborn residence from Ministry of Health one of the parents of the embassy permit for the Ministry of the Interior newborn from FAIC of the country of nationality

**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

Obtain a proof of Obtaining an identity residence card from FAIC

Expats

Conducting a medical Issuing a residence Apply for an ID card Issuance of residence Obtaining ID permit from the examination and issuing a from FAIC from the Ministry of Ministry of Interior health card from the Interior from FAIC Ministry of Health

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.

Residents

Cancellation of Cancellation of residence visa ID in FAIC

Communication and service channels

Customer Happiness Centers Abu Dhabi

Abu Dhabi Customer Happiness Centers and Offices

AL Wehda Customer Khalifa Customer Happiness Musaffah Customer Happiness Center Center Happiness Center Address: Al Muroor Street - Address: Khalifa City - Street Address: Musaffah Industrial - beside Millennium Hotel Al 12 - next to Al Fursan Sports Behind the Center of Wahda - next to Al Wehda Resort Preventive Medicine Sports Club Tel: 600530003 Tel: 600530003 Tel: 600530003 Working hours: (Sunday - Working hours: (Sunday- Working hours: (Sunday - Thursday) 07:30 - 14:30 Thursday) 07: 00-14: 00 Thursday) 07:00 - 20:00

Office of Nationality and Al - Shahama Customer Capital Medical Center (Al Residency (Abu Dhabi) for Happiness Center Jazira Club) for Customer Customer Happiness Happiness Address: Abu Dhabi - Traffic Address: The Medical Fitness Address: Passport Street - Street - Al Jazeera Club - Gate Examination Center Building in Nationality and Residence No. 28 Shahama City Tel: 600530003 Tel: 600530003 Tel: 600530003 Working hours: (Sunday - Working hours: (Sunday - Working hours: (Sunday - Thursday) 07:30 - 14:30 Thursday) 7:30 - 14:30 Thursday) 07:30 - 14:30 (Birth registration only)

Khalifa City Medical Center Al Ithad Customer Happiness Capital office for Customer for Patients - Preventive Center Happiness - Preventive Medicine Medicine Address: Khalifa Medical City - Address: Khalifa City Itihad HQ Address: Mussaffah - Street 12 Hazza Bin Zayed Street – Village Mall Tel: 600530003 Tel: 600530003 Tel: 600530003 Working hours: (Sunday- Working hours: (Sunday - Thursday) 07: 00-14: 00 Working hours: (Sunday - Thursday) 7:00 - 18:00 Thursday) 07:30 - 14:30 (Serving Etihad staff only) Centers and offices of Al Ain for customer happiness Emirates Identity Authority - Al Ain Customer Happiness Al Hair Customer Happiness Naturalization and Residency Center Center (Al Ain)

Address: Al Ain City - Al Jimi Address: Al Hair Post Building Address: Al-Jimi area, opposite Region - Opposite Department Al-Safa Commercial Center, of Judiciary Tel: 600530003 Nationality and Residency Building Tel: 600530003 Working hours: (Sunday- Thursday) 07: 00-14: 00 Tel: 600530003 Working hours: (Sunday - Thursday) 7:00 - 18:00 Working hours: (Sunday - Thursday) 07:30 - 14:30 (Registration of births only) Al Quo'a office for Customer Al-Jahar Customer Happiness Mazid Customer Happiness Happiness - Preventive Center Center Medicine Address: Al-Jahar area - next Address: Mazid Area - Address : Al Quo'a Area - to Al Ain gift markets Customer happiness Center - Customer happiness Center - Al Ain Municipality Al Ain - Al Quo’a Tel: 600530003 Tel: 600530003 Tel: 600530003 Working hours: (Sunday- Thursday) 07: 00 - 14: 00 Working hours: (Sunday - Working hours: (Sunday - Thursday) 07:30 - 14:30 Thursday) 07:30 - 14:30

Centers and offices of the Western Region for Customer Happiness Zayed City Customer Zayed City 2 Customer Al Marfaa Customer Happiness Center Happiness Center - Preventive Happiness office Medicine Address: Western Region, Address: Western Region - Address : Western Region - Union National Bank Building, Zayed City - Health Authority Integrated Services Center 2nd Floor, Zayed City (TAM) - Port Branch Tel: 600530003 Tel: 600530003 Tel: 600530003 Working hours: (Sunday - Working hours: (Sunday - Thursday) 07:30 - 14:30 Working hours: (Sunday - Thursday) 07:30 - 14:30 Thursday) 07:30 - 14:30

Liwa Customer Happiness Ghayathi Customer Happiness Dlma Customer Happiness Center Center - Preventive Medicine office Address: Western Region - Address: Western Region - Address : Western Region - Integrated Services Center Integrated Services Center Integrated Services Center (TAM) - Farwa Branch (TAM) - Ghayathi Branch (TAM) - Dirdala Branch Western Region - Integrated Tel: 600530003 Tel: 600530003 Services Center (TAM) - Liwa Branch Working hours: (Sunday - Working hours: (Sunday - Thursday) 07:30 - 14:30 Thursday) 07:30 - 14:30

Tel: 600530003 Working hours: (Sunday - Thursday) 07:30 - 14:30

Dubai

Al Barsha Customer Karamah Customer Happiness Al Rashedia Customer Happiness Center Center Happiness Center Address: Address: Address: Third Al-Baraka area - next to Al-Karamah - Building - Al- Al-Rashidiya District - behind Saudi German Karama Central pot Building - Al-Rashidiya Council - Al- next to next to Dubai Rashidiya School Tel: 600530003 Municipality Laboratory Tel: 600530003 Working hours: (Sunday - Tel: 600530003 Thursday) 07:00 - 17:00 Working hours: (Sunday - Working hours: (Sunday - Thursday) 07:00 - 17:00 Thursday) 07:00 - 17:00

Office of Nationality and Hatta Customer Happiness Al Lisli Customer Happiness Residency for Customer Center Center Happiness Address: Address: Address: Department of Immigration Al Jafliya District - General El Lisly - Immigration & and Passports - Hatta - next to Directorate of Naturalization Passport Department - Beside the Castle building and Dubai and Residency - Next to Bur El Khadra Market Municipality - Hatta Branch - Dubai Police Station Tel: 600530003 near Hatta fort Hotel Tel: 600530003 Tel: 600530003 Working hours: (Sunday - Working hours: (Sunday - Thursday) 07:30 - 14:30 Working hours: (Sunday - Thursday) 07:30 - 14:30 Thursday) 07:30 - 14:30 Birth registration only)

Jafza Customer Happiness Al Baraha Customer Al-Muhaisnah Customer Center Happiness Center Happiness Center Address: Intersection 8 - Gate Address: Al Baraha Hospital, Address: Al-Muhaisnah area 2 7 - Jebel Ali Free Zone - South - next to next to the - next to the Medical Fitness Jebel Ali Business Center. Department of Preventive Center. Medicine in Dubai Gate No. 2, Tel: 600530003 Tel: 600530003

Working hours: (Sunday- Al Baraha Street, Al Baraha Working hours: Women 07: Thursday) 07: 00-14: 00 Area 00-20: 30 pm / for men 07:00 - 04:00 at dawn Tel: 600530003 Working hours: (Sunday - Thursday) 07:30 - 14:30

Al Quoz Customer Happiness Knowledge Village Customer Umm Hurair Customer Center Happiness Center Happiness Center Address: Al Quoz Mall, 17th Address: Knowledge Village - Address: Between Zabeel Street B, Al Quoz Industrial Building 13 - Office No. 21 and Street and Umm Hurair Street Area 3, Dubai 22 - First Floor - Near Medical No. 19, Al Karama Bur Dubai. Fitness Center Tel: 600530003 Tel: 600530003 Tel: 600530003 Working hours: (Sunday - Working hours: (Sunday - Thursday) 07: 00-14: 00 (only Working hours: (Sunday - Thursday) 07:30 - 14:30 men) Thursday) 07:30 - 14:30

Al Diwan Customer Happiness Cente Address: Al Hudaiba - Dubai Guest House Tel: 600530003 Working hours: (Sunday - Thursday) 07:30 - 14:30

Sharjah

Sharjah Customer Happiness Dhaid Customer Happiness Al Madame Customer Center Center Happiness Center Address: Address: Address: Al-Rahmaniyah area - bridge Dhaid - Building Industry & Madame Area - Fley Street - 6 - besides human resources Trade Inside Madame Musicality management Building Tel: 600530003 Tel: 600530003 Tel: 600530003 Working hours: (Sunday - Working hours: (Sunday - Thursday) 07:30 - 14:30 Working hours: (Sunday - Thursday) 07:00 - 17:00 Thursday) 07:30 - 14:30

Free Zone Center (Al Free Zone Office (Airport For Hamriyah) For Customer Khorfakkan Customer Customer Happiness) - Happiness Center – Happiness Center preventive medicine preventive medicine Address: General Medicine Address: Al Hamriyah Free Address: Preventive Clinic - Sharjah International Zone Sharjah medicine center - Airport Free Zone Tel: 600530003 Khorfakkan Tel: 600530003 Tel: 600530003 Working hours: (Sunday - Working hours: (Sunday - Working hours: (Sunday - Thursday) 07:30 - 14:30 Thursday) 07:00 - 14:00 Thursday) 07:30 - 14:30

Dhaid Customer Happiness Kalbaa Customer Happiness Dibba Al Hisn Customer Center 2– preventive Center Happiness office medicine

Address: Dhaid area 2 – Address: Preventive Address: Preventive preventive medicine office medicine center - Kalbaa – medicine center - Dibba Al E99 St. Hisn Tel: 600530003 Tel: 600530003 Tel: 600530003 Working hours: (Sunday - Thursday) 07:30 - 14:30 Working hours: (Sunday - Working hours: (Sunday - Thursday) 07:00 - 14:00 Thursday) 07:00 - 14:00

Sharjah Municipality Clinic Al Gubaiba Customer Industrial Center for Customer (Nasiriyah) for Customer Happiness Center - preventive Happiness - preventive Happiness - preventive medicine medicine medicine Address: Nasiriyah - Qasimi Address: Al-Ghubaiba - Address: Preventive Preventive Medicine in Medicine Center - Industrial Tel: 600530003 Sharjah - Near the Area 5 Working hours: (Sunday - intersection of Al Wahda Tel: 600530003 Thursday) 07:30 - 20:00 Street and University Street. Working hours: (Sunday - Tel: 600530003 Thursday) 07:30 - 14:30 Working hours: (Sunday - Thursday) 07:30 – 20:00

Office of Naturalization and Residency in Sharjah For Customer Happiness Address: Qasimiyah area - opposite the Mega Mall Tel: 600530003 Working hours: (Sunday - Thursday) 07:30 - 14:30

Ras Al Khaimah

Ras Al Khaimah Customer Ras Al Khaimah Customer Al Rams Customer Happiness Happiness Center 2- Happiness Center Center preventive medicine

Al-Dhait area - behind the Address: Intersection of Khuzam Street Traffic and Licensing with Sheikh Saqr bin Department Al-Rams area - Near Al-Rams Mohammed Al Qasimi Street sports club Tel: 600530003 Tel: 600530003 Tel: 600530003 Working hours: (Sunday - Working hours: (Sunday - Thursday) 07:00 - 17:00 Working hours: (Sunday - Thursday) 07:30 - 14:30 Thursday) 07:30 – 14:30

Identity, Nationality and Residence Office for Customer Happiness Address : Al-Montaser Street - Building of the General Directorate of Residency and Foreigners Affairs Tel: 600530003 Working hours: (Sunday - Thursday) 07:30 - 14:30

Ajman

Ajman Customer Happiness Center 2 – Ajman Customer Happiness Center protective medicine Address: Al-Jarf area - university street - Address: Department of preventive medicine in opposite Ajman nationality and residence Ajman - Hassan bin Thabit Street - Hamidiya building area Tel: 600530003 Tel: 600530003 Working hours: (Sunday - Thursday) 07:00 - Working hours: (Sunday - Thursday) 07:30 - 17:00 14:30

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

Working hours: (Sunday - Thursday) 07:30 - 14:30 Tel: 600530003 Working hours: (Sunday - Thursday) 07:30 - 14:30

Fujairah

Dibba Al Fujairah passport Fujairah Customer Service Fujairah Center for Traders center for customer happiness Office - Preventive Medicine Address : Sakamkam - Address: Al Ghurfa Area - Address: Behind the Sakamkam Street next to St. Dibba Al Fujairah - General Preventive Medicine Building - Mary School Directorate of Residency and E99 Street Foreigners Affairs Building Tel: 600530003 Tel: 600530003 Tel: 600530003 Working hours: (Sunday - Working hours: (Sunday - Thursday) 07:00 - 17:00 Working hours: (Sunday - Thursday) 07:30 - 14:30 Thursday) 07:30 - 14:30

Languages available by channel and availability

Available languages # Channel Availability Arabic English Urdu During the official working hours of the Customer happiness 1    centers / offices of customer happiness, centers / offices please click here Available 24 hours 7 days a week 2 Website *   throughout the year Available 24 hours 7 days a week 3 Communication center **    throughout the year Available 24 hours 7 days a week 4 Live Chat   throughout the year Available 24 hours 7 days a week 5 Contact us   throughout the year Available 24 hours 7 days a week 6 Contact Management   throughout the year Facebook page during official working hours 7 Facebook   Facebook Messenger is available 24 hours a day, 7 days a week throughout the year 8 @EmiratesID (Twitter)   Available during official business hours @EmiratesID_Help Available 24 hours 7 days a week 9   (Twitter) throughout the year Available 24 hours 7 days a week throughout the year and related to the 10 Text massages   registration / customer feedback form / reminder of expiration of identity card Available 24 hours 7 days a week 11 Innovative Ideas Bank   throughout the year Available 24 hours 7 days a week 12 Mobile Application   throughout the year Inquiring the status of the Available 24 hours 7 days a week 13   request throughout the year youtube.com/EmiratesID 14   During official working hours uae

Available languages # Channel 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.

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.

Service Service Service Transaction Measuring Service Level Name of the current service Customer Journey (current) Service Level agreement Measure Time of Service Delivery KPIs Targets Method of Measuring KPIs .No Category Type Type agreement :I would like to inquire about FAIC in terms of Service .1 1 Inquiries about FAIC's services Secondary information Normal Service Delivery locations .2 Access to information availability (availability of service) 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 System Requirements for service procedures .3 Other Inquiries .4 Waiting time in queue minutes 10 The time spent to complete the submission process Minutes Fingerprint and Personal Percentage of customers who completed the application within the time limit specified in the SLA 100% Automated Queue System minutes 5 photo 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 Receipt of the Emirates ID hours 120 Percentage of transactions completed within the time limit for the Emirates ID / regular service card through regular service The time spent to receive the new Emirates Identity Card hour 1 100% Population Register System Receipt of the Emirates ID hours 24 Percentage of transactions completed within the time limit for the Emirates ID / urgent service card through urgent service Waiting time in queue minutes 10 The time spent to complete the submission process Minutes Fingerprint and Personal Percentage of customers who completed the application within the time limit specified in the SLA 100% Automated Queue System minutes 5 photo 3 Apply for renewal of the Emirates ID card Supplementary Procedural Normal I would like to renew my Emirates ID card Receipt of the Emirates ID hours 120 Percentage of transactions completed within the time limit for the Emirates ID / regular service The time spent to receive the renewed Emirates Identity card through regular service hour 1 100% Population Register System Card Receipt of the Emirates ID hours 24 Percentage of transactions completed within the time limit for the Emirates ID / urgent service card through urgent service Waiting time in queue minutes 10 The time spent to complete the submission process Minutes Fingerprint and Personal Percentage of customers who completed the application within the time limit specified in the SLA 100% Automated Queue System minutes 9 photo 4 Apply for substitution of the Emirates ID card Supplementary Procedural Normal I would like to substitute my Emirates ID card Receipt of the Emirates ID hours 120 Percentage of transactions completed within the time limit for the Emirates ID / regular service The time spent to receive the substituted Emirates card through regular service hour 1 100% Population Register System Identity Card Receipt of the Emirates ID hours 24 Percentage of transactions completed within the time limit for the Emirates ID / urgent service card through urgent service Waiting time in queue minutes 10 Time spent in the registration center hour 1 Time of Service Delivery in Percentage of customers who completed the application within the time limit specified in the SLA 100% Automated Queue System minutes 5 Center 5 Apply for exemption from fines Supplementary Procedural Normal I would like to apply for exemption from administrative delay fees The term period from the date of receipt of the Percentage of transactions completed within the time limit for the exemption from administrative Reply to the exemption application days days 4 100% E-Form System transaction until completion delay fees and notification of customer Analysis of customer I would like to provide FAIC with my Feedback on the registration Receiving a reply to the 6 Submission of opinions and suggestions Secondary information Normal The time spent to respond to customer's feedback hours 24 hours 24 Percentage of cases, which are delt with within the time limit specified in the SLA 80% relationship management process feedbacks provided status Customer Satisfaction 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% Surveys average time of replying to 8 Complaints Submission Secondary information Normal I want to make a complaint time spent to resolve the customers' complaints days days 5 Percentage of feedbacks resolved within the time specified for the complaint service 100% Customer Relations System the received complaints Time spent to activate / change the Emirates ID card Customer Satisfaction 9 activation or reactivation of password Supplementary Procedural Normal I would like to update my personal data instantly activation / change password instantly Satisfaction percentage 80% password Surveys Waiting time in queue minutes 10 Time spent to update the Customers' personal data minutes Time of Service Delivery in Percentage of customers who completed the application within the time limit specified in the SLA 100% Automated Queue System minutes 9 10 revise the personal data appeared on the Emirates ID Supplementary Procedural Normal I would like to update my shown data on Emirates ID Center The time spent to receive the substituted Emirates Receipt of the Emirates ID hour 1 hours 24 Percentage of transactions completed within the time limit for the Emirates ID / urgent service 100% Population Register System Identity Card card through urgent service The term period from the date of receipt of the 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 days 2 Percentage of transactions completed within the time limit for searching for a person 100% E-Form System transaction until completion and notification of customer 31

List of individual services Applying for a new Emirates ID card

Scope of service Applying to FAIC for the first time The UAE ID card is mandatory for all residents of the UAE, including UAE nationals, GCC nationals, expatriates and residents of the UAE. Description of service Where any person covered by one of these categories is required to apply for a card from the Federal Identity and Nationality Authority. All UAE nationals, GCC nationals, expatriates and residents of the Target group UAE who have not previously been issued an identity card.

Terms and conditions

ID validity The ID card is valid for UAE The ID card is valid for GCC Validity of identity card for all nationals for 5 or 10 years nationals for 5 years residents related to the validity of residence granted

Registration Form (Application for ID) If the data is not obtained Requests that cannot be Identity cards are not issued to correctly, the customer will be processed due to lack of expatriates until they obtain a invited (by text message) to information or late payment residence visa. Pending update the application form within 60 days as of the date applications are canceled due on the website or call the of application are canceled to non-issuance of their printing center to update the residence within 60 days as of application the date of application

Important notes

The ID card service is available for UAE nationals and Customers who are late in applying for the ID will be GCC nationals at the major customers' centers. The fined with AED 20 for each day to AED 1,000 at customer can visit any center with the required maximum. However, customers can apply for an documents for an additional fee of AED 150. The exemption according to the terms and conditions of card will be delivered on the same day. applying for this service.

Fees

Fees required by service channel Electronic form / Category Customer happiness Typing Centers mobile phone center application AED 100 for 5 years AED 170 for 5 years AED 140 for 5 years UAE nationals AED 200 for 10 years AED 270 for 10 years AED 240 for 10 years GCC nationals AED 100 for 5 years AED 170 for 5 years AED 140 for 5 years AED 100 for each year AED 100 for each year Residents / AED 100 for each year of residence + AED 40 of residence + AED 70 expatriates of residence for electronic form for service fees 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)

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

- Original passport (or a copy of the original) - Original record summary (or a true copy) - 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 passport (or a copy of the original) - Original record summary (or a true copy) - A (3.5 x 4.5 cm) sized photo with white background - 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)

- Original passport (or a copy of the original) - record summary (or a true copy)

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

- Original passport (or a copy of the original) - Original record summary (or a true copy) - A (3.5 x 4.5 cm) sized photo with white background - Original birth certificate (original passport or father's ID card) only for electronic form / printing office

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 - A (3.5 x 4.5 cm) sized photo with white background - 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 passport - Original GCC ID card for a valid parent (18 years and under).

- Original continuation certificate of a study from one of the state schools, colleges or universities - 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 - Original birth certificate (original passport or father's ID card) only for electronic form / printing office

Expatriate (over 15 years) - Original valid passport - Residency or Entry visa

The elderly, physically disabled, clinically handicapped and autistic expatriate - Original valid passport - Residency or Entry visa - Original birth certificate (original passport or father's identity card) - A (3.5 x 4.5 cm) sized photo with white background - Valid medical reports approved by the Ministry of Health or health authorities in the UAE - Certificate of agency to the person acting on behalf of the customer

Expatriate (under 15 years) - Original passport valid - Residency or Entry visa - Original birth certificate (original passport or father's identity card) - A (3.5 x 4.5 cm) sized photo with white background - 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

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 The ID card is valid for GCC Validity of ID card for all nationals for 5 years or 10 nationals for 5 years residents related to the years validity of residence granted

Registration Form (Application for ID) If the data is not obtained Requests that cannot be IDs are not issued to correctly, the customer will be processed due to lack of expatriates until they obtain a invited (by text message) to information or late payment residence visa. Pending update the application form within 60 days from the date applications are canceled due on the website or call the of application are canceled to non-issuance of their printing center to update the residence within 60 days as of application the date of application

Important notes The instant issuance (instant service) service is Customers who are late in applying for the ID available for UAE nationals and GCC nationals will be fined AED 20 for each day to AED 1,000 38

at the main customers' centers. The customer at maximum. However, customers can apply for can visit any center with the required an exemption according to the terms and documents for an additional fee of AED 150. conditions of applying for this service. The card will be delivered within 24 hours.

Fees

Fees required by service channel Electronic form / Category Customer happiness Printing offices mobile phone center application AED 100 for 5 years AED 170 for 5 years AED 140 for 5 years UAE nationals AED 200 for 10 years AED 270 for 10 years AED 240 for 10 years GCC nationals AED 100 for 5 years AED 170 for 5 years AED 140 for 5 years AED 100 for each year AED 100 for each year Residents / AED 100 for each year of residence + AED 40 of residence + AED 70 expatriates of residence for electronic form for service fees 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.

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)

- 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. - Valid medical reports approved by the Ministry of Health or health authorities in the UAE - Original passport (or a copy of the original) - Original record summary (or a true copy) - A (3.5 x 4.5 cm) sized photo with white background

UAE national with social security (under 15 years) - Certificate of Social Security certified by the Ministry of Community Development. - Original passport (or a copy of the original) - Original record summary (or a true copy) - A (3.5 x 4.5 cm) sized photo with white background - The expired ID, its data or a copy thereof

UAE national who has no social security (over 15 years) - Original passport (or a copy of the original) - Original record summary (or a true copy) - The expired ID, its data or a copy thereof

UAE national who has no social security (under 15 years) - Original passport (or a copy of the original) - Original record summary (or a true copy) - A (3.5 x 4.5 cm) sized photo with white background - Expired identity card or data or a copy of the ID card - Passport of a parent or UAE ID - Original birth certificate (original passport or father's ID card) only for electronic form / printing office

- Proof of the establishment of the customer 18 years and below or a parent in the country under one of the documents described above. - The expired identity card, its data or a copy thereof

GCC national (under 15 years) - Original valid passport - Original valid GCC ID card of a parent (18 years and under). - Original continuation certificate of a study from one of the state schools, colleges or universities - Original summary of the record of the head of the family (all pages) for the category of children of citizens - A (4.5 x 3.5 cm) sized photo with a white background - Original birth certificate (original passport or father's ID card) only for electronic form / printing office

Expatriate (over 15 years) - Original valid passport - Residence or Entry visa - The expired identity card, its data or a copy thereof

The elderly, physically disabled, clinically handicapped and autistic expatriate - Original valid passport - Residence or Entry visa - Original birth certificate (original passport or father's identity card) - Original birth certificate (original passport or father's identity card) - 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 - A (3.5 x 4.5 cm) sized photo with white background

Expatriate (under 15 years) - Original passport valid - Residence or Entry visa - Original birth certificate (original passport or father's identity card) - The expired identity card, its data or a copy thereof - A (3.5 x 4.5 cm) sized photo with white background - 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

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

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

Terms and Conditions

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

Registration Form (Application for Identity) If the data is not obtained correctly, the Requests that cannot be processed due to lack customer will be invited (by text message) to of information or late payment within 60 days update the application form on the website or as of the date of application are canceled call the printing center to update the application

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 Customer happiness Printing offices Electronic form / center mobile phone application UAE nationals AED 300 for the lost AED 370 for the lost AED 340 for the lost or damaged ID or damaged ID or damaged ID GCC nationals AED 300 for the lost AED 370 for the lost AED 340 for the lost or damaged ID or damaged ID or damaged ID Residents / AED 300 for the lost AED 370 for the lost AED 340 for the lost expatriates or damaged ID or damaged ID or damaged ID

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

The required documents

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

UAE national with social security (under 15 years) Original passport (or a true copy) Original record summary (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) Original record summary (or a true copy) The damaged identity card, its data or a copy thereof

Non-social security citizen (under 15 years) Original passport (or a copy of the original) Original record summary (or a true copy) A (3.5 x 4.5 cm) sized photo with a white background The damaged ID, its data or a copy thereof Original birth certificate or (original passport or ID card for father) only for electronic form / printing office

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

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 The damaged ID, its data or a copy thereof 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. The damaged identity card, its data or a copy thereof

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) - Original passport valid - Valid residence - The damaged ID, its data or a copy thereof

The elderly, disabled, clinically handicapped and autistic expatriate - Original passport valid - Valid residence - Original birth certificate (original passport or father's identity card) - Medical reports approved by the Ministry of Health or health authorities in the UAE and valid - Certificate of agency to the person acting on behalf of the customer - A (3.5 x 4.5 cm) sized photo with white background - The damaged ID, its data or a copy thereof

Resident (under 15 years) - Original valid passport - Valid residence - Original birth certificate (original passport or father's identity card) - The damaged ID, its data or a copy thereof - A (3.5 x 4.5 cm) sized photo with a white background - 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)

Through the printing offices during the authorized working hours Service channels - Electronic form on the Authority's website. - Customer Care Centers (see Service Channels page) - Mobile phone application. - Through the printing offices during the authorized working hours 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 GCC nationals at the customers' centers

Residents / expatriates

The required documents

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

Service Level Agreement

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 Service Level Agreement

The complaint is processed within 2 – 5 working days

Availability of service

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.

Applying for exemption from fines

Scope of Service Applying for exemption from fines Service description Customers can apply for exemption from their fines 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 Target group 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.

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

The required documents

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 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

Expats and residents: 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

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

Availability of service 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

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

Service Description Get the ID number and card expiration date

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

Terms and Conditions

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

Inquiring about everything related to the services of FAIC Service Scope Follow the status of the application / service request "This service provides customers with access to information about FAIC through various channels:

Service Description - Website - E-mail - Call Center - Mobile Application - Social media - Live chat

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

Terms and Conditions

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

- Customer Happiness Center (See the service - Website 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

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

"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 Service Description 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

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

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 Availability of service

The service is available during working hours only

Service Level agreement

The service completion period is 48 hours

Service Delivery Channels

Website Service Centers E-mail

Customer Journey:

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 10. I offer my opinion about the service

Matching individuals' data with Emirates ID cards

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

Target group All government entities and registered establishments

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: - Entity information - contact information - Required information Reason of requesting information

Availability of service

The service is available during working hours only

Service Level agreement

The service completion period is 48 hours

Service Delivery Channels

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.

verification of Emirates ID through digital Validation Gateway (VG)

"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 Service Scope - 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 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.

Service The Gateway (http://vg.emiratesid.ae/) offers a wide range of digital Description 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.

Target group All government entities and registered establishments

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

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: - Entity information - contact 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.

Service Delivery Channels 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

10. I offer my opinion about the service

Request Emirates ID card reader device

"Request a sample device for testing or request a set of devices for Service Scope implementation" "This service allows government and private entities to request the devices that enable the use of the services of FAIC, including these devices: Service - The e-reader of the Emirates ID card Description - Fingerprint reader - Digital Signature Tool"

Target group All government entities and registered establishments

Terms and Conditions

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"

Availability of service

"Application: During the official working hours Support: around the clock." Service Level agreement

The service completion period is 48 hours

Service Delivery Channels

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