Contents

1 1 2 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 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 28 FAIC customer journey .. 29 Inquiry and information gathering stage .. 29 3 Access to service 29 Post-access service.

2 30 List of individual services .. 32 Applying for a new Emirates ID card .. 32 Terms and conditions .. 32 Fees .. 32 The required 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 39 Availability of service .. 44 Service channels .. 44 Application to replace the ID card .. 44 Terms and Conditions .. 44 The required 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 50 Service Level Agreement .. 51 Availability of service .. 51 Filing a complaint .. 51 Terms and Conditions .. 51 Fees .. 51 4 Service Level Agreement .. 51 Availability of service .. 52 Service delivery channels .. 52 Applying for exemption from fines .. 52 Terms and Conditions .. 54 Fees .. 54 The required 54 Service Level agreement.

3 55 Availability of service .. 55 Service Delivery Channels .. 55 Apply for customer information application .. 55 Terms and Conditions .. 56 Fees .. 56 Required Documents - All customers: .. 56 Service Level agreement .. 56 Availability of service .. 56 Service Delivery Channels .. 56 Companies' 56 Inquire about the services of FAIC .. 56 Terms and Conditions .. 57 Fees .. 57 Required Documents .. 57 Service Level agreement .. 57 Availability of service .. 57 Service Delivery Channels .. 57 Request for information / statistics .. 58 Terms and Conditions .. 58 Fees .. 59 Required Documents .. 59 Availability of service .. 59 Service Level agreement .. 59 5 Service Delivery Channels .. 59 Matching individuals' data with Emirates ID cards .. 61 Terms and Conditions .. 61 Fees .. 61 Required Documents .. 61 Availability of service .. 62 Service Level agreement .. 62 Service Delivery Channels .. 62 verification of Emirates ID through digital Validation Gateway (VG).

4 63 Terms and Conditions .. 63 Fees .. 63 Required Documents .. 64 Availability of service .. 64 Service Delivery Channels .. 65 Customer Journey .. 65 Request Emirates ID card reader device .. 65 Terms and Conditions .. 66 Fees .. 66 Required Documents .. 66 Availability of service .. 66 Service Level agreement .. 66 Service Delivery Channels .. 67 Customer Journey .. 67 6 Amendments Dates Document details Document description Guide to the services of the Federal Authority for Identity and Citizenship Document copy number Version Reviewing the document Team of the Federal Authority for Identity and Citizenship Adoption of the document Date Amendment official Amendment description 19 June 2014 Team of the Federal Authority for Identity and Citizenship Amendment of service requirements and conducting a general review of the list of services 14 July 2014 Team of the Federal Authority for Identity and Citizenship Adding the Service Pack page and updating the Service Properties page 6 August 2014 Team of the Federal Authority for Identity and Citizenship Showing the file to the notary of the authority to do revision and add sections of the Encyclopedia of Enterprise services and list of institutions services 26 October 2014 Team of the Federal Authority for Identity and Citizenship Glossary of terms and

5 Procedures of complaints management and exemption categories 15 March 2015 Team of the Federal Authority for Identity and Citizenship GCC nationals' registration policies and Procedures were amended by virtue of circular No (1) for the year 2015, Book No. E / 50/88/00. The leases have been canceled even if they are approved by the concerned authorities. 1 March 2016 Team of the Federal Authority for Identity and Citizenship The working hours of the main centers and service offices have been amended by virtue of letter No. 02/99/02/02 whose subject is the new organization of working hours of the centers and service offices of the Authority. 8 August 2016 Team of the Federal Authority for Identity and Citizenship The amendment included the removal of the Dibba Al Fujairah centers, the Ghayathi 2 center, Suhayhan office and Satwa center for preventive medicine 7 Date Amendment official Amendment description 15 May 2017 Team of the Federal Authority for Identity and Citizenship Updating the customer service charter and modifying the name to happiness equation.

6 Updating the service channels and the phone numbers of the centers with the addition of Umm Hurair and Al Shahamah Center. Updating the list of individual services in accordance with the tenth version of the services Guide. August 2017 Team of the Federal Authority for Identity and Citizenship Modifying the guide in terms of design and data included. Glossary of terms Term Definition Individual services Transactions / services provided by the government to individual citizens and residents Private institutional services Transactions / services provided by the government to private sector institutions Public institutional services Transactions / services provided by an internal or external governmental institution to another governmental institution The critical moment of the journey Any step or activity that would have a negative or positive impact on the customer's journey and could cause frustration or make it happy Service Level Agreement An agreement concluded between the customers and the Federal Authority for Identity and Citizenship indicating the minimum service standards to ensure customer satisfaction.

7 Customer Relationship Management This term means the integrated system of managing the transactions of the institution with the current and future customers, including the vision and strategy of the relationship of the institution with the customers and the methodology of the use of resources in the management of the relationship with current customers, identifying, selecting and attracting future customers and developing and maintaining the relationship of the institution. 8 About the Guide of services of Federal Authority for Identity and Citizenship Federal Authority for Identity and Citizenship policy Established in 2004, Federal Authority for Identity and Citizenship launched an integrated program to register all residents of the UAE in the Population Register and Identity Card Project. Since its establishment, it has been developing and building this program to provide the best services to its customer base, which includes all residents of the country.

8 In this context, the Authority has implemented a program of work known as "Design of Customer Relationship Management and Service Model Development". Strategy of the Federal Authority for Identity and Citizenship to provide services The Federal Authority for Identity and Citizenship aims to play a distinctive and effective role in the sustainable development and economic growth of the UAE through the development of a precise population registry that supports the government in the strategic planning processes, which will contribute to elevate the country to its status among the developed countries of the world. This goal is achieved through the services of identification and authentication of ID provided by the Federal Authority for Identity and Citizenship to the customers, which form the basis of the Commission's work and plays an important role in shaping a bright future not only for the Commission but also for the United Arab Emirates in general.

9 9 Axes of the strategy of the Federal Authority for Identity and Citizenship to provide services Effective cooperation The Federal Authority for Identity and Citizenship believes in the formation of a cohesive community with the customers and partners concerned, and recognizes the importance of "customers voice" and will focus on the design of a cooperative framework for the provision of services " Creating innovation "The Federal Authority for Identity and Citizenship plays a key role in developing the culture of innovation and entrepreneurship to establish the foundation of the digital economy in UAE and in order FAIC to serve as a global leader in ID services " Enhancing customer experience "Customers shall have a unique and consistent experience with the Federal Authority for Identity and Citizenship, which will be a unified and consistent experience within all segments of the customers, services provided and channels of service" Guide of services This guide represents the service strategy of the Federal Authority for Identity and Citizenship, which stems from its constant endeavor to ensure the confidence of its customers and to strengthen its partnership with the public and private sectors in an innovative and leading environment.

10 This guide has been developed to ensure an advanced level of services to provide a comprehensive reference on the services of the Authority and their scope, individuals and institutions concerned, available channels of service, service level agreements and steps of the journey of the customer. How to use the guide Page Content description Amendment date This paper contains a record of changes to this guide Glossary of terms This paper provides definitions of the common terms and abbreviations used in this guide Characteristics of services This paper provides a description of all service characteristics stated in this guide Guide of services This paper contains the "future" services to be provided by the Government to individuals and their respective characteristics (described in the services Characteristics paper). The browser can click the service name or icon to go directly to the page of its details 10 Characteristics of services Characteristic Description Service ID No.