Dubai’s good governance spreads joy

GOVERNMENT ENTITIES SCORE HIGH ON CUSTOMER, EMPLOYEE HAPPINESS

Dubai Government entities achieved an average customer happiness rating of 93 per cent in 2023, marking a 7 per cent jump from 86 per cent in 2022. The average employee happiness rating, meanwhile, stood static at 88 per cent in the same period.

This was revealed after Shaikh Hamdan Bin Mohammad Bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of Dubai Executive Council, approved the results of the 2023 Dubai Government Customer and Employee Happiness Indices yesterday.

Commending the achievements, Shaikh Hamdan said: “Dubai’s Government has created a global model for public services and every one of its achievements is a stepping stone to even greater accomplishments. I am proud of all Dubai’s government entities for achieving customer happiness levels above 90 per cent and raising the average to 93 per cent.”

Shaikh Hamdan described people as the most valuable asset of government entities. He thanked government employees, saying: “Your exceptional efforts are appreciated and are a source of tremendous pride for Dubai. By giving your best to the people of this emirate, you are enhancing Dubai’s leadership in the field of exceptional government services.”

Dubai’s Government has created a global model for public services and every one of its achievements is a stepping stone to greater accomplishments.”

Shaikh Hamdan

Mystery shoppers’ impact

Shaikh Hamdan also unveiled the findings of the mystery shopper study, which placed the level of happiness with government entities at an impressive average of 94.8 per cent. Since the implementation of the new mystery shopping model, there has been a significant improvement in the results, underscoring the commitment of government entities to align with the leadership’s directives and prioritise customer happiness.

Abdulla Mohammad Al Basti, secretary-general of Dubai Executive Council, and chairman of the Dubai Government Excellence Programme, said: “Dubai has set exceptional international benchmarks for government services through its focus on the happiness of its customers and employees. Dubai’s Government has exceeded 90 per cent on customer satisfaction, reaffirming the high standard of public services achieved by the emirate.”

Constant improvements

The results of the Dubai Government Customer and Employee Happiness Indices were aggregated through an online platform, which compares the government’s performance with previous years. The platform categorises results, helping government entities to focus their efforts on areas that require improvement.

The 2023 results build on more than 20 years of progress, aiming to further align Dubai’s government with global best practices.