Dubai: Shaikh Hamdan Bin Mohammad Bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council of Dubai, commissioned the launch of the Star Rating System for all service delivery channels in the Government of Dubai including call centres, websites, smart phone applications and customer service centres.
The launch of the Star Rating System for all service delivery channels comes in line with the vision of His Highness Shaikh Khalifa Bin Zayed Al Nahyan, President of the UAE towards improving and developing government work leading to highest level of customers’ satisfaction. The move also realises the directives of His Highness Shaikh Mohammad Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, in the transformation to the Smart Government model.
“We want to deliver an exceptional experience to Customers of Government of Dubai across all service delivery channels and we don’t want that to be limited to Service Centres. Instead, we want to encourage smart and innovative methods to reach the public in order to create the best Smart Government model,” Shaikh Hamdan said.
The Dubai Crown Prince also approved six new categories for the “the Hamdan Bin Mohammad Award for Smart Government” aimed to encourage government entities to raise the competencies of all service delivery channels and reward individuals who contribute to achieving this strategic goal.
The Star Rating System will determine the level of all service delivery channels used by the Dubai customers through assessment and classification of not only Service Centres, but surpassing that to other service delivery channels.
The system also aims to stimulate positive competition between service providers in order to improve public services in Dubai to unprecedented levels and deliver exceptional customer experiences.
The evaluation criteria for the Star Rating System for all service delivery channels are based on the guiding principles of “Dubai Model” for Government Services which is recognised internationally by six specialised and well-respected organisations as well as the criteria of the Hamdan Bin Mohammad Award for Smart Government.
It also takes into consideration requirements of the star classification implemented on the federal level as well as the evaluation criteria issued by Dubai Smart Government.
The Government of Dubai has evaluated a number of customer service centres during the previous year (2013) and their classification will be updated to the new Star Rating System.
