Estemarat overview

We seek to reinforce the concepts of customer satisfaction so as to become a generally accepted

practice and culture at Estemarat Services Centre. This is basically achieved through supplying
customer service employees with a set of tools and values that enables them to execute
effective initiatives in the field of customer service. In that sense, customer service employees
can ultimately offer positive experiences to customers, achieving customer satisfaction and
providing customers with information about the nature of the work of the center and the
services it offers. Customer service is actually one of the most strategic jobs at Estemarat
Tasheel- Sharjah, that is due to the fact that it plays a remarkable role in enhancing the
communication between employees and target individuals. The more an institution offers
services that meet the needs of people and fulfill its crucial role in interacting with the public,
the more efficient it actually is.

With the advent of successive projects in the UAE, there emerged a need for regulating matters
related to the registration of businesses and related transactions concerned with regulating the
affairs of workers in the State, hence Estemarat Services Centre was established in early April,
2008. During the establishment and development phases, Estemarat Services Centre- Sharjah,
opened on 07/10/2010 and it become one of the certified services centers for printing the
transactions of the Ministry of Human Resources and Emiratization services (MOHRE), in
addition to the other services it offers.

Our internal system is developed based on the best international standards to ensure the highest
levels of excellence and ultimately support the centers strategy and the strategy of the UAE at
vast. While our internal personnel enjoy a fine institutional culture, we always encourage new
ideas and engage our customers in our services development process to increase their trust in
the center and meet all their needs.

Our ultimate objective at Estemarat is to provide our customers with excellent services that are
of high quality. After all, we aim to provide competitive services on the level of the other centers
in terms of fast delivery (Such AS), accuracy and employee skills, in addition to the cutting-edge
technology (such as) we use to facilitate such process

Message of the Chairman and the Deputy Chairman

The Chairman: The economy of the UAE have grown to become the second biggest economy in the
Arab world. The States communication have strengthened the position of its economy, making it the
only Arab economy to fall in the ranks of "economies based on creativity and innovation for seven
consecutive years. Hence, it is imperative for us to maintain our internal competitiveness to achieve
sustainable growth and conserve our achievements, creativity and professional advancement. For as
we compete with one another, we simultaneously navigating toward excellence..

Thanks to all those who dedicated their efforts towards development Thanks to those who
developed
Thanks to every one who worked on this success, and those who maintain the level we reached
We will continue to excel so that others will compete with us and we can all benefit together
 The Deputy: Welcome to Estemarat Services Group Tasheel, Sharjah.
Dear customer, we gladly welcome your opinions and requirements, and because we always strive
towards achieving more successes and excellence, we also welcome your creativity. Our minds and
hearts are always there for you, ready to welcome you.

Our vision: To be the number one provider of customer service.

Our message: Managing service centers with an Emirati identity that seeks to achieve customer
satisfaction through providing efficient, excellence and creative services.

Strategic Objectives

Increasing the revenues, income and rationalizing expenditures.

Providing high quality services.

Effective communication with customers.

Offering integrated and competitive services.

Developing the infrastructure according to the required standards.

Improving and developing the processes and procedures of the institution.

Providing supportive means and a work-friendly atmosphere that incentivizes hard work.

Developing the capabilities and knowledge of the institutions staff.

Institutional Values

Trust and integrity.

Focusing on clients.

Competitively in offering services.

Creativity and innovation.

The spirit of teamwork.

Satisfaction and positivity.

Community outreach

Strategic Partners

- (MOH) Ministry of Human Resources and Emiratization.

- General Directorate of Residency and Foreigners Affairs Sharjah.

- Federal Authority for Identity and Citizenship

- Ministry of Health and Prevention

- Department of Economic Development

 - Ministry of Justice

- Sharjah Municipality

Services

Service of Ministry of Human Resource and Emiratization (MOHRE)

Federal authority for identity & citizenship

Sharjah municipality tenancy contract attestation

Medical examination services

Waseet- advertising

Services of the General Directorate of Residency and Foreigners Affairs Sharjah

Services of the Department of Economic Development Dubai

Etisalat services

Traffic services

Air Arabia Ticketing

Initiatives, courses and motivators

The Unknown Soldier

Star of the Month

Knight Tender

Protector of the land

Happiness and innovation

The Bullion Initiative

Ask Umm Ghaith Initiative

Creativity and Innovation Lab initiative

Estermarats Journey of Excellence

2013: A strategic hive called (Honey hive) was placed.

2013: By the end of 2013, we were evaluated by Think Plus and received for being the best customer
service center.

2014: We formed a service development team.

2014: Development of a strategic plan focusing on customers and services.

2014: We received ISO 3 certificates.

9001:2008

10002:2004

10004:2010

2015: The Prime Minister's Offices evaluation of the Emirates Government Services Excellence Program,
whereby we received for being the best customer service center.

2016: We developed our internal procedures and learnt the best practices in customer service and
development team.

2017: We developed our quality management systems, handled customer complaints, and monitored
and measured customer satisfaction.

We received the following ISO certificates:

9001:2015

10002:2014

10004:2012

WATHAAEQ

WATHAAEQ Center Overview

By virtue of its advanced technological options, the center helps save time and distance to excel in
providing its services and facilitate customer procedures, whereby it offers all integrated services related
to immigration and passport. Our mission at WATHAAEQ Center is to provide customers with the highest
level of premium services and to stand out among other service centers. WATHAAEQ Center was
established on 02/01/2012.

Our Services

Certification of rental agreements - Sharjah Municipality.

Immigration and passport transactions.

Sharjah Economic Development Department transactions.

Emirates Identity Authority transactions.

Medical examination transactions.

Sharjah municipality tenancy contract attestation

INJAZAT

INJAZAT Overview:

By virtue of its advanced technological options, the center helps save time and distance to excel in
providing its services and facilitate customer procedures, whereby it offers all integrated services related
to immigration and passport. Our mission at INJAZAT Center is to provide customers with the highest
level of premium services and to stand out among other service centers. INJAZAT Center was established
in October,2014.

INJAZAT Services

Bill payment of Sharjah Electricity & Water Authority.

Certification of rental agreements - Sharjah Municipality.

Immigration and passport transactions.

Sharjah Economic Development Department transactions.

Emirates Identity Authority transactions.

Medical examination transactions.

Notary Services - Ministry of Justice

Sharjah municipality tenancy contract attestation