Revealed: Bonus for staff of top 5 service centres in the UAE

Taking the best centre position was Fujairah's Federal Authority for Identity and Citizenship, while Sharjah's Emirates Post received the worst ranking.

Top-ranked service centres:

Lowest-ranked service centres:

“Government services are the citizens' direct contact point with their government. Improving and developing such services is a key and continuous priority,” Sheikh Mohammed said, adding: “The quality of services is a developing not fixed target. The expectations of today’s people are different from that of 5 or 10 years ago”.

Service centres, ministries and entities, along with ministers, managers and services provided will undergo an annual evaluation, with transparent reporting of results, Sheikh Mohammed further said.

Boldness

"We have the audacity to evaluate ourselves and our teams because the cost of hiding mistakes is high," he stressed.

We have the audacity to evaluate ourselves and our teams because the cost of hiding mistakes is high.

- His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai

Following the results, Sheikh Mohammed issued directives to immediately replace the directors of the worst centers with others who know to deal with the public.

He also ordered the director-generals of the body or authority to which the worst centres belong to closely monitor their entities and improve centers' performance in a month that he will personally visit and inspect.

“Our government is dynamic, changing and keeping pace with the aspirations of the people. Those who cannot keep up with us can rest, away from the public and field work,” the Vice President highlighted, adding that we live in an open and interconnected world and no one can mask his shortcomings.

Every worker is a star

"Every hard worker is a star and a model we celebrate. The field assessment gives us more accurate reports. We will engage citizens in evaluating services, officials, and policies that affect their lives”, Sheikh Mohammed reaffirmed.

Every hard worker is a star and a model we celebrate. The field assessment gives us more accurate reports. We will engage citizens in evaluating services, officials, and policies that affect their lives.

- His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai

The evaluation process has covered more than 600 service centres across the country where the results came based on extensive field studies carried out by teams from the Office of the Prime Minister.

For two months, the teams have made daily visits to various government centers in the country, followed-up on their work mechanisms and measured the satisfaction and happiness of customers.

Accordingly, Sheikh Mohammed ordered the re-training of cadres working in the least performing services centres in addition to centres that received poor and average rating.

Follow-up committee

Sheikh Mohammed also ordered the formation of a follow-up committee to develop preventive medicine services and ID centers which operate under its umbrella in the country.

As per Sheikh Mohammed’s directives, private sector centers to which the Ministry of Human Resources and Emiratisation outsourced its services, such as Tas'heel and Tadbeer, will be subjected to a comprehensive assessment of their levels of service delivery, to measure their efficiency and ability to meet the high standards adopted by the government in this field.

Not only this, the government service centers, which are among the worst rated, will have their star-rating withdrawn for the moment and will not be given back until they improve their services.

Distinguished staff at select centres

1 Mohammad Al Dhahoori, first warrant officer, Ajman Traffic and Licensing Centre
He worked at the centre for 19 years, in different sections and departments, thus gaining sound knowledge of all services and their requirements. The centre’s management decided to appoint him in-charge of the reception hall two years ago to contribute his expertise in reducing the time of customers’ journey.

2 Sara Al Jasmi, Ministry of Education Centre in Ajman
She oversaw the customer happiness centre in Ajman since the beginning of this year. She runs the service centre from the reception hall. She is a certified trainer for the happiness and positivity course of the Office of the Prime Minister. She oversaw the implementation of the programme for government services’ excellence for all employees.

3 Fatima Al Darma, first warrant officer, Wasit Police Station in Sharjah
She has worked for Sharjah Police for the past 19 years, performing many duties and roles perfectly. She won the Minister of Interior award for excellence in the category of “model mother” in its fifth edition. She earned a total of 64 appreciation certificates from internal and external bodies for excellence in customer service.

4 Mariam Al Za’abi, Shaikh Zayed Housing Programme centre in Ras Al Khaimah
She is the head of the customer happiness department in the northern region since 2018. She won the internal award for the best head of department and the best administrative employee. She introduced many initiatives to improve the level of happiness at the centre, including the ‘we reach you wherever you are’ and ‘let’s make orphans happy’.