Dubai: Focusing on customers is the key foundation for the success of any establishment, and is one of the primary factors in making the UAE an attractive destination in the field of economy and investments, said His Highness Shaikh Mohammad Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai.
Shaikh Mohammad made the remarks as he unveiled the ratings plaque at the customer service centre of the Dubai International Financial Centre’s Courts, which received a five-star rating.
Shaikh Hamdan Bin Mohammad Bin Rashid Al Maktoum, Dubai Crown Prince, and Shaikh Maktoum Bin Mohammad Bin Rashid Al Maktoum, Deputy Ruler of Dubai, were also present.
Shaikh Mohammad pointed out that the aim of the rating system is to create a culture and management method that is based on prioritising customer satisfaction. The DIFC courts’ customer service centre is the first non-federal entity to receive a five star rating.
“Our final objective is for the UAE to be an exporter of the best management practices for developing services. We are proud that the customer service rating system was created by Emiratis, and we have asked them to adhere to global private sector criteria during the classification process,” said Shaikh Mohammad.
The evaluation process for the star rating system, which uses a scale of two to seven stars, is carried out once every three years by an impartial, specialised and independent body.
The UAE is the first country in the world to adopt this rating system for government service centres based on a comprehensive operational framework that emulates the standards applied in hotels, banks and aviation companies.
The project is part of the Emirates Government Service Excellence Programme and is managed by the Ministry of Cabinet Affairs. It embodies the practical steps to develop government services according to the international standards and rate all federal customer service centres based on the development of services and responding to customers’ requests.
