Launching the first federal application of the Customer Happiness Index

The Minister of State for Happiness and Director General of the Prime Minister’s Office, Ohood bint Khalfan Al Roumi, launched the happiness index at the Customer Happiness Center, affiliated with the Federal Electricity and Water Authority in Ajman, in an application that is the first of its kind for the index, which the government intends to apply to customer happiness centers in federal agencies. all.

Al-Roumi said: “The index constitutes an important step in the government’s efforts to measure customers’ happiness with the services they receive, by drawing a clear map of the customer’s needs and aspirations on the journey of obtaining the service, in a way that ensures achieving the best results and improving the quality of the services provided.”

She added, “Launching the happiness index falls within the framework of the efforts made to implement the axes of the National Program for Happiness and Positivity, especially the axis of measuring happiness, which includes creating tools, mechanisms, and designing indicators to measure the happiness of people and customers.”

The Happiness Index – a smart measure that monitors customers’ evaluation of their service journey – aims to provide direct results on the performance of customer happiness centers and follow up on customer happiness levels, which constitutes an important contribution to identifying aspects of improvement and supports efforts to develop services proactively. It also aims to enhance customers’ feelings of the importance of their positive participation in evaluating their level of happiness from the experience of obtaining the service.

For his part, the Minister of Energy, Suhail Mohammed bin Faraj Al Mazrouei, stressed that “the UAE has introduced a new approach to the nature of the relationship with government customers, which is to make the customer happy, not just satisfy him.”

He said, “Launching the happiness index and applying it for the first time in the federal government is a qualitative and innovative initiative that aims, first and foremost, to spread the spirit of positivity and happiness, and to put a smile on the faces of everyone who lives on this good earth.”

Assistant Director General for Government Services and Leadership in the Prime Minister’s Office at the Ministry of Cabinet Affairs and the Future, Hessa Issa Buhumaid, confirmed that “the happiness index adopts an innovative method in accurately measuring the level of customer happiness, on the basis of daily opinion polls, and obtaining the results of the measurement immediately, which gives… The government is an interactive and value-added feature that enables it to adapt to the trends and results of measuring customer happiness, and to accelerate service development processes based on accurate scientific analysis.” She added: “The customer can evaluate his experience by drawing a smile on an empty emoji face, via the smart happiness index panel screen, and his happiness rate is calculated based on the size of the smile drawn on the face, and the result is recorded in a database that analyzes the data immediately, and saves the results for later use.” In the government’s studies and plans to develop services.