His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister, and Ruler of Dubai, confirmed that “all service centers in all ministries and federal agencies will be required to adhere to the “star rating system,” and these centers will be classified from two to seven stars, according to Standards for providing services in the private sector, with the participation of external auditors to ensure the impartiality of the evaluation, while placing a board with the number of stars outside each government center because every customer has the right to know the level of service in these centers, and every official has the right to know the level of his services compared to the rest. Ministries.
This came during the inauguration of His Highness Sheikh Mohammed bin Rashid Al Maktoum, the results of the first phase of evaluating 75 government centers and classifying them according to the new star system, where three government centers received a five-star rating, while His Highness inaugurated the first five-star plaque according to the new classification for the service center in The Office of the Ministry of Justice in Abu Dhabi, in addition to 33 government centers receiving a four-star rating, while 39 centers received a three-star rating. The evaluation process will be completed to include all customer service centers in the federal authorities spread across the country. Throughout the country by the end of 2014.
His Highness added, “We said a while ago that we want government centers to be like hotels, and today we begin implementation. Five thousand employees have been trained on the new standards and we have completed 75 centers. The goal is to fully classify 400 government centers in the coming months.”
His Highness Sheikh Mohammed bin Rashid Al Maktoum added, “The UAE government seeks to compete with the private sector, and we manage it on this basis, and we want to convey a message to everyone that government service centers are centers of creativity, development, hospitality, and reception, and we say that “they are more important than government service.” It is the way it is presented… and more important than the number of transactions is the satisfaction of customers… and the value of every official is what he achieves in serving the people. This is our view, our vision, and our method in our government work.”
His Highness said, “The experience of classifying government service centers according to the star system is an Emirati experience… and in the hands of our children… and we asked them to adhere to international private sector standards when rating, and the experience is available to everyone… and our goal is for the UAE to be one of the countries exporting the best international practices in the field of providing government services.” “.
His Highness added, “We requested that external auditors be used to ensure impartiality in the classification process and the results show the true reality of these centers. Centers with a two- or three-star rating will be subject to our careful follow-up. Those with five stars are the subject of our appreciation and thanks. We ask them for seven stars.”
The inauguration ceremony was attended by the Minister of Cabinet Affairs, Mohammed bin Abdullah Al Gergawi, the Minister of Justice, Dr. Hadef bin Joaan Al Dhaheri, the Director of the Office of His Highness the Vice President and Prime Minister of the UAE and Ruler of Dubai, Musabah bin Rashid Al Fattan, and the Director General of the Department of Protocol and Hospitality in Dubai, Khalifa Saeed. Suleiman.
The “Customer Service Centers Classification Project,” launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, aims to achieve a qualitative leap in the efficiency of government services and raise them to the best international levels.
The announcement of the results of the evaluation of 75 centers in the first phase comes within the Emirates Program for Excellence in Government Service, affiliated with the Prime Minister’s Office, to evaluate the level of services and classify them according to the star system. It is one of the practical steps of the program within the government’s efforts to develop services and raise them to the best levels, while the mandatory evaluation process continues until the end of 2014. To classify all customer service centers, which is based primarily on the extent of the development of services in the centers, their excellence, and their response to customer requests.
The UAE is the first country in the world to adopt this classification for government service centers according to an integrated framework of standards in the field of operations that are comparable to those applied in hotels, banks and airlines.
The process of classifying government service centers in federal entities is carried out according to a systematic and comprehensive evaluation process for the level of services provided in each center, on the basis of which the center is awarded a number of stars from two to seven stars, and a special plaque is placed at the entrance of each center indicating the level of services therein. At each stage, the Customer service centers provide recommendations to develop the level of their services based on the results of the evaluation, which is based on eight criteria: the strategic linkage, which expresses the extent of the federal entity’s awareness and commitment to developing the quality of government services, the ability to implement change, and the readiness for that, in addition to the customer criterion, which is achieved by determining the extent of the entity’s understanding. Federal information on customer needs and how to use the database to ensure better service provision.
The standards include the effectiveness of grouping services into packages and presenting them according to a method that enhances their value to customers and achieves added value for them, and a focus on providing the service that expresses the efficiency and effectiveness of the federal entity and its ability to reach customers through the channels they prefer, in addition to the customer experience, efficiency of services, and creativity that highlights the role of the entity. Federal design, management and development of operations and improving the level of service.
Human resources and technical applications are part of the standards that determine how the culture of service and human resources contribute to enabling federal agencies to design, develop and provide services, and reach customers and serve them in the optimal way, with a focus on the role of technology and systems in supporting the provision of an integrated, customer-centered service.
It is noteworthy that the process of evaluating the centers is assigned to a neutral, specialized and independent body selected by the Emirates Program for Excellence in Government Service, and the center is accordingly granted a certificate, a rating plate, and an evaluation report, while the performance of the centers is monitored continuously through effective mechanisms based on secret shoppers and customer satisfaction studies.
Follow our latest local and sports news and the latest political and economic developments via Google news