Dubai's ruler has criticised the poor standard of services offered at Emirates Post.
In a Tweet, His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, said a team was sent to secretly survey several locations.
He posted a picture of people lining up at a busy EmPost office in Dubai, with the comment: "This is not our level of service."
صورة وصلتني عبر متسوق سري لمستوى الخدمات في بريد الإمارات ...— HH Sheikh Mohammed (@HHShkMohd) April 22, 2019
ليس هذا مستوانا .. ولا خدماتنا .. ولن يكون ضمن فريقي من يستمر في تقديم هذا المستوى .. pic.twitter.com/pVXfZrHVCe
His Highness added that "nothing will pass without transparency."
The report from the team found that congestion at post offices was mainly due to the large number of Emirates ID cards being sent out at the same time.
It also found that most of the centre's transactions are done with clients needing to visit more than one counter to complete a service.
أرسلنا فريقا للتحقق من مستوى خدمات بريد الامارات في أحد مراكزهم .. عاد الفريق بهذا التقرير .. أضعه أمام الجميع بكل شفافية .. وأقول لجميع من في الحكومة .. لن يمر شيء دون متابعة بكل شفافية .. pic.twitter.com/sibQRzuHhB— HH Sheikh Mohammed (@HHShkMohd) April 22, 2019
Meanwhile, Empost need to come up with a response detailing solutions to give better customer service and cut waiting times.
That's the opinion of Toby Simpson, CEO of Striver, who says the managers need to respond in a positive manner.