His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister, Minister of Defense and Chairman of the Executive Council of the Emirate of Dubai, confirmed that Dubai, with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, may God protect him, It has established a world-class integrated system to make people happy and study the extent of customer and employee satisfaction with government services, with the aim of ensuring the efficient performance of its various institutions and departments.
This came when His Highness approved the results of a study of the happiness index of those dealing with the Dubai government, the happiness index of its employees, and the results of the daily secret shopper prepared annually by the Dubai Government Excellence Programme, affiliated with the General Secretariat of the Executive Council of the Emirate of Dubai.
His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum said: “With the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, the Dubai government has always placed people at the top of its priorities, so government work and government services have improved, which has improved the customer and employee experience and the happiness of society. Dubai has become the main reference in designing and providing services that exceed expectations.”
His Highness said in a post on his account on the “X” website yesterday: “My message to everyone is that when your leader is Mohammed bin Rashid, you are on an endless process of development and a constant race towards excellence, leadership and first place.”
His Highness stressed that happiness is a supreme goal and value that emerges from smooth and proactive government services that seek to provide the best for everyone. Dubai is the city of happiness, and the results achieved for the year 2024 prove this. The average happiness index of those dealing with the Dubai government reached 93.8%, with all participating entities achieving a rate of 90% and higher, and the average happiness index of Dubai government employees reached 86.7%, while the average secret shopper index reached 86.7%. Daily 95.8%.
His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum announced the entity that achieved the highest results, saying: “I congratulate the Mohammed bin Rashid Housing Establishment on achieving the highest results in the customer and employee happiness indicators, and I praise the efforts of the work team that persevered to maintain its position among the top three for three.” Consecutive years. His Highness added: “I also congratulate the Dubai Electricity and Water Authority and the Department of Islamic Affairs and Charitable Activities for their excellence in customer happiness, and the excellence of the Endowments Foundation, Minors’ Funds Management and the General Department of Residency and Foreigners Affairs in Dubai in employee happiness.”
His Highness said: “I am proud of my work team in the Dubai government, and the competitive efforts of everyone are Dubai’s generous and distinguished spirit to serve the community.”
Regarding the future direction in this regard, His Highness said: “I directed the Dubai Government Excellence Program team to work immediately to design and implement a comprehensive mechanism that ensures the integration of employee and customer happiness studies with institutional evaluation, to become more comprehensive and integrated with the categories of the government excellence system, so that the results will be announced at an awards ceremony.” The programme, and I have full confidence in the cooperation of all parties to improve the work environment and government services so that Dubai remains the happiest city in the world.”
Early
The following government agencies achieved first places in the results of the Customer Happiness Index study for the year 2024: Mohammed bin Rashid Housing Establishment with a rate of 98.75%, the Dubai Electricity and Water Authority with a rate of 97.01%, and the Department of Islamic Affairs and Charitable Activities with a rate of 96.99%, while they achieved the highest percentages in the results of the Happiness Index study. Employees for the year 2024 are: Mohammed bin Rashid Housing Establishment, 96.7%, and the Endowments and Funds Management Foundation. Minors by 96.2%, and the General Directorate of Residency and Foreigners Affairs – Dubai by 95.3%.
The results of the daily secret shopper study index for the year 2024 recorded an average of 95.8%, which confirms its pivotal importance in stimulating the sustainability of distinguished government performance, and supports the outcomes of the study of the customer happiness index and the happiness of employees in the Dubai government.
The daily secret shopper index evaluates the quality of government services in Dubai, including continuous monitoring of the terms, requirements, procedures and experience of obtaining the service, and evaluating its channels such as service centers, call centres, websites and smart applications.
Data analysis
A special digital platform supported by data analysis technology receives the results of visits to each government agency, evaluates them and models their data with the aim of improvement and development. This data is used to evaluate the government excellence of the agencies included in the study.
To enhance the principle of feedback and lessons learned, an advanced, unified electronic platform displays the results of studies after calculating them, and enables users accredited by government agencies to view the detailed results of each entity, compared to the average at the Dubai government level and comparison to the entity’s result in the previous year, with the possibility of reviewing detailed, classified results. It helps the government entity focus development and improvement efforts in the areas that need them most.
20 years of studies
His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum announced the results of the study for the year 2024, coinciding with the passage of two decades to launch studies of customer happiness, employees and the secret shopper in Dubai. And the pillars of leadership, competitiveness and proactiveness for the emirate and the country in various global performance indicators.
Tangible impact
For his part, Abdullah Mohammed Al Basti, Secretary General of the Executive Council of the Emirate of Dubai and Chairman of the Dubai Government Excellence Programme, said: “Happiness studies are among the most important indicators that we rely on for continuous development and continuous innovation in government services, in order to achieve the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum. Vice President, Prime Minister and Ruler of Dubai, may God protect him, and the directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defense, Chairman of the Executive Council of the Emirate of Dubai, By making serving and making people happy a priority in government work, the impact of which has become tangible, through monitoring positive impressions from citizens and residents, in addition to visitors to the emirate, not only at the local level, but also at the level of comparisons with other international cities.”
He added: “We live in an era of data that serves decision-making processes, and is the wealth of the future for the work of governments. Just as the Dubai government was the first to adopt monitoring the interaction of customers and employees based on scientific data and accurate data to enable it to develop its services, we will work under the directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al.” Maktoum, to continue developing the government system and employ all its components to advance government work, enabling government agencies to excel and lead in providing services, beyond expectations and enhancing readiness. And the flexibility of the government sector.”
Development and integration
For his part, Assistant Secretary-General for the Excellence and Development of Government Services Sector, and General Coordinator of the Dubai Government Excellence Program, Dr. Hazza Khalfan Al Nuaimi, pointed out that studies of the Customer Happiness Index, Employee Happiness, and the Daily Secret Shopper have achieved record results during the year 2024, and will witness tangible developments in The next stage is in making use of data, to enable government agencies to continue to innovate in services.
Dr. Al Nuaimi added: “In the next phase, we will also be keen to continue developing happiness studies, in a way that is integrated with institutional performance, evaluating outcomes and presenting recommendations that contribute to continuing to raise the levels of happiness of customers and employees, and devoting Dubai’s world-class model of distinguished performance and pioneering government services.”
Design of studies
Executive Director of Evaluation and Studies at the General Secretariat of the Executive Council, Iman Al Suwaidi, said: “By comparing our work methodologies with best international practices, we are working to provide the best and innovative in designing studies and the mechanism for conducting them, ensuring accurate identification of the opinions of customers and employees of the Dubai government, to enable entities to build… A positive work environment, providing pioneering government services and integrated and innovative experiences, which contribute to making Dubai the happiest city in the world.”
Hamdan bin Mohammed:
. My message to everyone: When your leader is Mohammed bin Rashid, you are on an endless process of development and a constant race towards excellence, leadership and first place.
. Under the directives of Mohammed bin Rashid, the Dubai government has always placed people at the top of its priorities, so government work has improved, and with it, the services provided to people have also improved.
. Hamdan bin Mohammed directs that happiness studies be developed to be more comprehensive and integrated, and that they be announced at the Government Excellence Program ceremony.
. 95.8% average daily mystery shopper index.
. 86.7% average happiness index of Dubai government employees.
. 93.8% average happiness index of customers dealing with the Dubai government.
