136 Dubai Government centres under evaluation

its kind in the world, conducts the evaluation according to the Global Star Rating System for Services.

A neutral and independent committee conducts the evaluation once every two years. This process covers 136 customer service centres that report to 20 different government bodies in Dubai.

Centres that meet the system’s stringent criteria receive a certificate and a “classification plate”, which carries anywhere from two to seven stars, as well as an evaluation report. The centre’s performance is then continuously monitored using such methods as mystery shoppers and customer satisfaction surveys.

The UAE is the first country in the world to implement the system, which was launched by His Highness Shaikh Mohammad Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, to raise the efficiency of government services to seven stars. This comes after a series of workshops where representatives from the Dubai government were trained to adapt to the programme.

Hessa Eisa Buhumaid, Assistant to the Director-General for Government Services and Leadership at the Prime Minister’s Office in the Ministry of Cabinet Affairs and the Future, said that working in partnership with the Dubai Government further promotes the programme as an innovative tool to upgrade services across all government departments — local and federal — as well as the private sector, which eventually results in an integrated classification system for performance and services.

“Cooperation across various public and private organisations is consistent with the UAE leadership’s vision to establish a culture of innovation and customer-centric practices,” Buhumaid said.