Dubai: In recognition of outstanding service excellence, the General Directorate of Residency and Foreigners Affairs – Dubai (GDRFAD) honoured five top-performing Amer Centres across the emirate. The award ceremony was held at the InterContinental Hotel, Dubai Festival City, in the presence of GDRFAD Director General Lieutenant General Mohammed Ahmed Al Marri, Deputy Director General Major General Obaid Muhair bin Suroor, senior assistant directors, and other dignitaries.
The selected Amer Centres were evaluated based on rigorous criteria including mystery shopper reports, customer satisfaction scores, and efficient complaint resolution. According to the organisers, these benchmarks ensure transparency and competitiveness in identifying the best-performing centres in public service delivery.Speaking at the event, Lt. Gen. Al Marri emphasized, “The true investment in improving services begins with the first point of customer contact. The Amer Centres concept was born out of a 2016 study and was successfully implemented in 2017.” He added that this recognition reflects not only performance excellence but also a commitment to innovation in service delivery.As part of the event, GDRFAD also acknowledged individual excellence in areas such as customer experience leadership, front-desk efficiency, innovation in service delivery, creative problem-solving, and outstanding personal engagement.In a major announcement, GDRFAD launched the “Service Pioneers Award”, an annual award initiative to identify and celebrate the best model Amer Centres across Dubai.Brigadier Khalaf Ahmed Al Ghaith, Assistant Director General of the Entry Permits and Residency Sector, stated that Amer Centres represent a strategic extension of the Directorate’s mission.
Spread across residential and key service areas of Dubai, the 80 Amer Centres serve as vital links between the public and the Directorate.From January to the end of May 2025, Amer Centres completed 1,811,485 transactions. In 2024, the total number of transactions reached 5,279,791, including the resolution of residency law violations.
