Mohammed Bin Rashid inspects amenities for passengers at Dubai Airport. File / WAM
Mohammad Yaseen, Staff Reporter
Sheikh Hamdan Bin Mohammed Bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, on Saturday revealed Dubai’s three best and three worst performing government service centres.
“We announced in September 2019 that we would reveal the results of the Customer Happiness Index & our mystery shopper findings with full transparency,” tweetd Sheikh Hamdan.
The top 3 best-performing entities are DEWA, RTA and DHA. The 3 lowest-performing rankings are Dubai Customs and Dubai Culture sharing a position, followed by Land_Department and Dubai Public Prosecution.
“Today, I congratulate the government entities that have excelled and have demonstrated their quality services,” Sheikh Hamdan tweeted.
Sheikh Hamdan further tweeted that “over the next two weeks, the entities that scored below average in the Customer Happiness Index must submit development plans for their programmes and services, and I will personally follow up on progress reports.”Sheikh Hamdan’s announcement about the quality of services provided by the "Customer Happiness" centres in the Emirate of Dubai comes in compliance with the directives of His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai, to monitor and motivate government bodies continually, and encourage them to exert more effort in upgrading various services, making it beyond the level of customer expectations, and also to provide these services at the highest levels of happiness according to the highest international standards.
Sheikh Hamdan said: "We will announce the results to the public at the beginning of each year, with the highest levels of transparency, to monitor performance standards and measure to what extent people's aspirations are achieved, and consequently work to develop our capabilities, to provide quality services which meet the needs of customers and achieve their happiness."
Sheikh Hamdan called on all government bodies in Dubai to "spare no effort to upgrade to the desired levels of performance, according to the vision of Sheikh Mohammed Bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai."
He urged all the bodies of the government in the UAE to exert the highest level of satisfaction to customers, at the local and federal levels, and in light of Sheikh Mohammed's continuing directives to place the interest, comfort and happiness of the customer at the top of their priorities in all the services provided.
Sheikh Hamdan said, "This will require the presence of senior officials of the different bodies to be in the field, to follow the work progress, ensure the following of the quality standards, and explore the people's impressions about the services provided.”
"All government bodies in Dubai must make a real change in the field of services provided, because the field is the true arena for all our employees to make customers happy," Sheikh Hamdan said.
He expressed his confidence in the ability of the teams in the Dubai government to provide more and more to reach new levels in the concept of excellence in the field of government work and translate these into achievements which will increase the happiness and satisfaction of the customers, a concept which the Dubai government has taken as a basis for the general framework and a pillar of its permanent approach in the development march for years.
He added: "Our goal is to provide the best services to citizens and residents, and the results of the happiness index for Dubai government customers will be announced in January every year."
“I will personally follow up the work progress in various bodies and departments affiliated with the Dubai government during the next stage, to see the extent of commitment and how to meet the needs of citizens, residents and visitors, while the customers' impressions and reactions will remain the main determinant of the level of success of each party in achieving the desired during the next stage.” Sheikh Hamdan added.
Sheikh Hamdan concluded: “The Customer Happiness Index is the comprehensive measure for all service provided by all government bodies in the emirate, and I will personally monitor to what extent the developing and quality of services have reached, besides the ease and speed of providing them."
In September 2019, Sheikh Mohammed revealed the UAE's top five and bottom government centres following a comprehensive evaluation.
In a tweet, His Highness said, "Today I reviewed the comprehensive evaluation report of services in 600 government centres. We had promised to announce the five best and worst centres."
Taking the best centre position was Fujairah's Federal Authority for Identity and Citizenship, while Sharjah's Emirates Post received the worst centre ranking.
Sheikh Mohammed Bin Rashid said, "We directed immediate management replacement in the worst centres with highly capable leaders. We ordered directors-general to closely monitor their entities and improve centres' performance in a month and I will visit."
"Teams of the best centres will receive a two-month salary reward," His Highness added.
Service centres, ministries and entities, along with ministers, managers and services provided will undergo an annual evaluation, with transparent reporting of results. Sheikh Mohammed said, "We have the courage to evaluate ourselves and our teams because the cost of hiding mistakes is much higher," he stressed.
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Under the new phase, a Happiness Champion working in customer-oriented services will now be referred to as a ‘Smart City Experience Specialist’ while a Champion working in Human Resources-oriented roles will be called a ‘Work Environment Specialist’.
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