1 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 ..................................................................................................................................................