Department of Licensing, Tariff and Customer Service ...

Department of Licensing, Tariff and Customer Service Electronic Platform

E-Services User Guide

Edition 1.0 - May 2016




May 6102 0.1الإصدار

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Introduction

From the keenness of UAE government to develop the best services and provide innovative solutions that

enable all categories of the society to better communicate with government bodies, and according to the

interest of Tadweer (The Center of Waste Management – Abu Dhabi) in building and achieving the highest

levels of customer satisfaction, the Department of Licensing, Tariff and Customer Service of Tadweer has

introduced E-Services for Waste Producers and Environmental Service Providers.

“E-Services” is an initiative by Tadweer (The Center of Waste Management – Abu Dhabi) that was launched

recently with the aim to transform its current services into digital services in order to support the achievement

of the strategy of Tadweer as well as Abu Dhabi Economic Vision 2030. E-Services will enable customers who

are registered for the service to submit their applications and pay fees electronically without the need to

physically visit a branch. Customers can process all online services, including but not limited to the following:

Renewal of the establishment’s account for Waste Producers

Addition or removal of activities

Issuance of business permits for Environmental Service Providers

Addition or removal of waste and sewage transportation vehicles

Payment of fees, including the fees pertaining to waste, licenses, permits, and no objection

certificates.

Updating the establishment’s details.

The establishment that will be using E-Services will be able to check the status of its account and have access

to the details of its account, activities, vehicles, paid and outstanding amounts, and the status of any

application it has submitted...etc.

E-Services represent an important addition to the package of services provided by the Department of

Licensing, Tariff, and Customer Service at Tadweer; it is considered as a development of the existing channels

of communication with customers that would enable Tadweer to provide better services that meet the needs




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of all the segments of customers, maintain a high level of performance, while supporting the ability to

continuously improve the services provided to customers; in addition to adding more flexibility by making

our services available to our customers around the clock and from any place.

Steps of the e-Services registration process

1. Fill out the E-Services registration form and get it signed by the owner or the authorized

signatory. Applications can be obtained online through the following link:

http://licensing.tadweer.ae/

2. The applicant must be physically present at the Customer Service counters and submit his

application to the Customer Service officer.

3. The Customer Service Officer verifies the documents submitted and the applicant’s proof of ID.

4. The service will be activated and an email will be sent to the user with the username and

password.

Steps of the application submission process through e-Services:

Before an application can be submitted electronically, applicants need to register for E-Services, upon which

the application can be submitted electronically by following the steps bellow:

1. Access the E-Service page at the following website: http://elicensing.tadweer.ae/

2. Enter the username and password.

3. Upload the required documents to the system and send the application

4. The application will be reviewed by the team and a payment order will be issued; then the system will

notify the establishment by an SMS; however, the application will be returned to the establishment if

the application is incomplete, and the missing information or documents to complete will be shown

on the Note Page.

5. The establishment can pay the fees through the e-payment portal, the Customer Service Center, or

Tadweer Smart App.

6. The system closes the application and issues a payment voucher.




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E-Services-System Login

Logging in E-Services for the first time requires selecting a security question, which will be used to verify the

user’s account and retrieve his login info in case the user forgets his password at any time.

There may be some slowness or delay when accessing the establishment’s account for the first time: that

would require waiting until the system completes the verification process of the account settings and

activates it.

The Main Page (My Work Area):

The system will display the Main Page of the establishment’s electronic account known as “My Work Area”.

This page enables the user to access the details of his account; as shown below in the box located on the left




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side of the page, the user to access the details of his account by choosing one the following main categories:

the account, the service guide, notices, applications, and payments.

The Establishment:

Through the Establishment tab, the user can perform the following:

1- The Establishment’s Profile: It enables the user to view the details of his establishment and any

attachments as entered with Tadweer.

2- Display of Certificates and Permits: It enables the user to display all the certificates and permits issued

by Tadweer for his establishment.




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3- Change of Contact Details: It enables the user to change the contact details of his establishment and

the methods of communication.

Electronic Applications:

By selecting the E-Applications tab, the user can perform the following tasks:

1- Establishment’s Account Renewal: Through this feature, the user can submit a renewal application

whether it is for Waste Producers or Environmental Service Providers.

2- Amendment of the Establishment’s Activity: This service enables the user to remove or add an

activity. The activities are displayed as registered in Tadweer’s system: the information or details of

the establishment may not be up to date if the establishment does not regularly update its details

with Tadweer.

Renewal of the Establishment’s Account:




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Through this application, the user can renew the account of his establishment, including the activities

of Waste Producers and Environmental Service Providers and apply for no objection certificates for

the establishment. The system will display\ a page that consists of four main parts (tabs), namely:

a. The Activities:

It gives the user the possibility to modify, add, or remove some of the activities of his license

or verify the activities entered with Tadweer, taking into consideration that the activities

entered with Tadweer may not match the establishment’s license in case the establishment

dose not regularly update its details with Tadweer. After that, to move to the next phase, the

user must click on “NEXT”.

b. The Attachments:

The user must upload all the attachments of his application and specify the types of these

attachments, or simply click at the icon “Add All”;. Please note that in case the application

does not contain all the required attachments, the application will be returned to the

establishment, and it will be required from the establishment to complete the missing

documents or entries. Tadweer’s customer service representatives will specify the missing

documents after returning the application and explain that in the Note Page. To move to the

next phase, the user must click on “NEXT”.




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c. Memos (Notes): This is an optional step that enables the user to write specific memos or

notes regarding his application: If a note is added and saved, the user must click “NEXT”.

d. Conclusion:

The Conclusion or Summary step is used to show that the intended process is appropriately

completed. The user must click “NEXT” to send the application to Tadweer. If the system




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discovers a mistake in the application, it will notify the user in order to correct it and send the

application to Tadweer.

Application for Establishment Activity Amendment:

This application enables the user to amend the activities of his establishment: the user can add or

remove any of the listed activities.

Note: The same previous steps for the “Renewal of The Establishment’s Account” must be followed for this

application.

Financial:

By selecting the tab “FINANCIAL” the user would be able to do the following:




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1. Outstanding (Pending) Payments: The amounts due on the establishment as a result of submitting

applications to Tadweer are displayed here; these amounts are not yet paid, but can be paid through

this page.

2. Payments History: The user will see the pending amounts of the establishment as well as those that

were paid, whether through the e-Services or using any other form of payment.

Complaints and Suggestions:

Through this feature, the establishment can submit a complaint, inquiry, or suggestion through the website of

the Department of Licensing, Tariff and Customer Service of Tadweer. The system will provide the user with a

case or feedback number that is assigned to his comment after submitting it as shown below:




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User Management:

This page allows the user to manage the establishment’s account as the following:

1. Manage Users: Through this feature, you can add a new user (sub-user) with limited access or

cancel an existing user (sub-user) on the same account: this requires at least one main user for each

license registered with E-Services; this user is known as the main user of the account. The “Manage

Users” feature allows the main user to view and grant permissions (access levels) to each added user.




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Adding a New User:

After generating a sub-user for the establishment’s account, the system sends the username and the password

to the email as shown below:




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2. Change Password: This service allows the user to change his password at any time.

3. Change Username: One of the advantages of the e-account is the possibility of changing the

username is to facilitate the user access, knowing that the username that is generated by the system

upon registration to e-Services is always the license number.

4. Security Question Management: The security question or the answers to the question may be

changed through this feature at any time by the main user of the account.

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