Dubai Corporation for Ambulance Services (DCAS) Services and Clients' Service Management Manual DCAS-CMM-AR Version: 5.0 Classification: General Approved by: #Signed# 02/10/2019 CEO Signature Date [ Services and Clients' Service Management Manual Version: 5.0 2019 Document Organization Item Description 2019 Services and Clients' Service Management Manual Document Code DCAS-CMM-AR Category: General Version No.: 5.0 Date of Issue 02/10/2019 Document Owner Strategy and Organizational Excellence Office Document Amendments Version Date Prepared by Department/Section Signature No. Mohammed Strategy and Organizational 5.0 29/9/2019 Jasim Al Jallaf Excellence Office Document Reviews & Approvals Version Date Reviewer/Approver Department/Section Signature No. Dr. Aisha Al Strategy and Organizational 5.0 29/9/2019 Mutawaa Excellence Office 1 Services and Clients' Service Management Manual Version: 5.0 2019 Previous Reviews Version Date of Description of Amendment Prepared by No. Amendment Operations Standards and Client 1.0 New Document 30/09/2012 Services Team Drafting the document according to the Operations Standards and Client 2.0 14/12/2014 approved clauses of the Manual Services Team Updating the Organization's services and Strategy and Organizational 3.0 adding detailed services to the vocational 24/01/2016 Excellence Office training service Updating service identification cards and the Strategy and Organizational 4.0 20/03/2018 client’s journey fees Excellence Office Updating all Organization's services and client's journeys, taking into account Strategy and Organizational 5.0 29/09/2019 Information Security and Government Excellence Office Orientation 2 Services and Clients' Service Management Manual Version: 5.0 2019 Table of Contents Introduction .................................................................................................................................................. 3 Objective ...................................................................................................................................................... 3 Field of Application ........................................................................................................................................ 3 History of Dubai Corporation for Ambulance Services ........................................................................................ 3 Vision and Mission of Dubai Corporation for Ambulance Services ....................................................................... 4 Strategy Route Map of Dubai Corporation for Ambulance Services ..................................................................... 5 Organizational Chart of Dubai Corporation for Ambulance Services .................................................................... 6 List of Services of Dubai Corporation for Ambulance Services ............................................................................. 7 References ................................................................................................................................................... 79 Introduction Publicizing and raising awareness about the services is a must for achieving awareness and transparency among all clients. This, in turn, promotes increasing credibility of service providers and services quality. In addition, providing adequate information about services, as well as how to request them and the client’s journey to obtain them, increases the level of clients’ satisfaction and enhances community partnership in order to contribute to the development and achievement of national indicators. Furthermore, facilitating access to services-related information by various services available enhances the process of positive feedback through which suggestions and remarks about the services provided are received to determine the level of performance and implement improvement and development plans. Objective This Manual aims at building effective relationships with all categories of clients seeking the DCAS’s services in order to meet their different needs and benefit from their opinions and suggestions through: Documentation and listing of the services provided by DCAS’s Service Delivery Channels; 3 Services and Clients' Service Management Manual Version: 5.0 2019 Identification and description of the provided services according to external service identification cards. Classification of services according to the Organization's functions of and departments. Determination of terms and conditions for obtaining the service. Setting procedures and steps for obtaining the service. Determination of service delivery channels and time period for obtaining the service. Field of Application This Manual covers all the services that are delivered by DCAS categorized by the type of the service delivered and the mechanism used to deliver the main services and other sub-services. This Manual covers the daily interaction of service employees with the clients and includes service definition and types, development of services, categories of clients in addition to the development of employee efficiency to enhance the efficiency and quality of services delivered. * This Manual does not cover: Procedures - Operations This Manual and the services contained herein are in accordance with Information Security System Classification (Confidentiality and security of applicant's information, data and documents) History of Dubai Corporation for Ambulance Services The ambulance services founded officially in Dubai in the beginning of 1977, under various names for different departments, providing multiple services ranging between Dubai Police (Accident Coverage) and the Department of Health & Medical Services (Patients Transport), until these efforts unified through the issuance of the Local Act that incorporated these services and designated officially to a specialized government agency responsible for providing multiple ambulance services for Dubai community, under the name of the Dubai Corporation for Ambulance Services. The following are summary of these tasks and services: DCAS Main Tasks Official Statement: Under The Act Law No. 12 of 2015 that was issued by His Highness The Ruler of Dubai, the agency name was altered to "Dubai Corporation for Ambulance Services", to undertake the responsibility of providing ambulance services to the Dubai Emirate community, and as per the following tasks: Prepares comprehensive strategic plans for ambulance services in the Emirate of Dubai, updating and implementing its requirements in coordination with the concerned parties; Contributes to setting and developing an integrated strategy, and a standardized crisis and disaster management policy in the Emirate; Manages and operates Command & Control Center for the ambulance service in the Emirate of Dubai; Provides and regulates Ambulance Services within the Emirate. The DCAS may provide Ambulance Services outside of the Emirate in case of national disasters or crises, or upon the request of federal or local authorities in the UAE; 4 Services and Clients' Service Management Manual Version: 5.0 2019 Provides free Ambulance Services at official events organized by Government entities; Provides Ambulance Services at sports, economic, social, and other events organized in the Emirate for the relevant fees prescribed by the DCAS; Proposes the legislation that contributes to improving the level of Ambulance Services in the Emirate, and submits the same to the competent entities for consideration and approval; Proposes fees and charges for the services rendered by the DCAS, and submits the same to the competent entities for approval; Increases awareness among members of the community of First Aid and the importance of Ambulance Services in protecting human life and safety; and organizes and supervises volunteer work in the field of Ambulance Services; Authorizes Establishments to provide Ambulance Services in the Emirate in accordance with the legislation in force; Grants, in accordance with the relevant rules and standards adopted by the DCAS, “No Objection” certificates to issue licenses to ambulance vehicles authorized to operate in the Emirate; Licenses Professionals working in Establishments in accordance with the relevant rules and standards adopted by the DCAS; Authorizes, in accordance with the relevant rules and standards adopted by the DCAS, basic and advanced First Aid training centers to provide their services in the Emirate; Audits, supervises, and takes the necessary action in respect of Establishments and Professionals in accordance with the legislation in force in the Emirate; Establishes an academy specializing in developing and providing academic and training programs in all fields of Emergency Medicine and Ambulance Services, and award the relevant academic certificates; Prepares and provides the concerned entities with manuals, guidelines, and instructions on the provision of First Aid services at various work sites in the Emirate; Cooperates and participates with entities and individuals within and outside of the Emirate in all matters related to its work; and concludes the required contracts, agreements, and memoranda of understanding; Participates in local and international conferences and specialized workshops on the provision of Ambulance Services, and organizes such conferences and workshops in the Emirate; and Performs any other duties required for the achievement of its objectives. Vision and Mission of Dubai Corporation for Ambulance Services 5 Services and Clients'