General Information

The Resident Services Department works to fulfill the vision of creating and strengthening ties between the Municipality and residents, while providing high-quality, advanced services to city residents, increasing satisfaction, and leveraging resident services. The Department initiates and promotes processes to implement service improvements and achieve service excellence.

With the move to the new Municipal Building, the Department, in partnership with the Finance Department and other departments, led the establishment of a Resident Service Center that houses all service representatives: “a one-stop shop.”

The Municipal Hotline, district managers, and the public inquiries unit are the ones who are at the forefront of dealing with residents; they are the mirror that reflects the needs and inquiries of residents.

In addition, the role of the department's units in general, and the Service Quality Control Unit in particular, is to instill an organizational culture of customer focus and commitment to continuous improvement in responding to inquiries, with the goal of raising the level of service to those who contact the Municipality and ensure quality of life in the city.

The Service Division looks inward at the municipality's employees and equips them with the tools and skills to provide optimal service and the ability to work collaboratively, while at the same time looking outward towards the residents and seeing their needs, desires, and requests.

The service is based on the principles of providing a quick, friendly, professional, and committed response to residents' inquiries, while emphasizing innovation, control, and digitization.