Dubai: His Highness Shaikh Mohammad Bin Rashid Al Maktoum, Vice- President and Prime Minister of the UAE and Ruler of Dubai, on Tuesday launched the Customer Service Charter of the federal government that aims to meet the needs of customers through speed of service delivery and provision of efficient services.
The Vice-President stressed that excellence in government services is a strategic priority for the UAE and a duty for all those working in the federal government, adding that the culture of excellence is a key element of the federal government’s vision to develop services focused on customers.
The initiative, which is part of the Emirates Government Service Excellence Programme, is aimed at raising the standards of excellence and competitiveness in the government in line with the global standards of excellent service in the public and private sectors.
The charter also aims to meet customers’ needs through speedy delivery and efficient service thus ensuring that the highest levels of satisfaction with the government services.
The various aspects of customer service by federal government staff include: transparency, respect, professionalism, strong knowledge base and swift responsiveness to customer needs.
The Customer Service Charter highlights the rights and duties of customers including the welcome they receive at the offices, speed of service delivery, performance, and personal treatment, among others. These have been prepared in accordance with the best international practices by adopting the concepts of excellence in customer service, good reception services as followed by the hospitality industry, and efficiency in performance that marks the banking sector.
It also covers customer responsibilities towards the federal government such as mutual respect, preparation of necessary documents required to complete the transaction in advance, notifying the staff in the event of error or changes in data, personal information or circumstances relating to the completion of service, as well as responding to any queries from the service team.
