Dubai: His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, on Wednesday ordered a comprehensive assessment be conducted on 1,300 digital services offered by federal government ministries and institutions to the public.
The assessment aims to select the best and worst five government entities in rendering smart services to the public across the country. The best and worst five bodies in providing digital services will be announced on September 4.
Sheikh Mohammed made the announcement through his Twitter account. “Today, we ordered the conduct of a comprehensive assessment of digital and smart services offered to the public by all federal government ministries and organisations. We will announce the best and worst five government entities in providing smart services on September 4,” Sheikh Mohammed tweeted.
He said that providing the best services in the world is the top priority and focus of the UAE government and providing an ideal experience for customers in accessing government services through digital channels is the first and fundamental goal that the government is working to achieve.
Sheikh Mohammed added: “Within 3 months, we will evaluate the success of government agencies in providing integrated digital services that reach customers wherever they are and at any time that enable them to complete their transactions easily, quickly and at the highest levels of efficiency.”
Upgrade customer experiences
The assessment process aims to upgrade customer experiences and enhance their well-being. “The continuous evaluation of our government services is not an administrative or routine procedure but a constructive approach aimed at celebrating excellence and touching aspects of improvement and development. Rewarding hard workers is a message to our government team that every hard-working person in the UAE government will be highly appreciated, motivated and supported,” the Vice-President emphasised.
The evaluation of government digital services comes within a compressive approach embraced by Sheikh Mohammed to annually assess all government services, in addition to annual evaluation of the performance of ministers, undersecretaries and director generals of all federal agencies.
The results of the evaluation and customer satisfaction reports will be transparently made available to community members to identify the most important challenges and changes in government services to achieve the UAE’s goal of becoming number one in the world by its centennial.
In March, the UAE launched the Digital Customer and Digital Government Service Policy that aims at enhancing the UAE government’s approach of providing proactive digital services on a priority and improving user experience in getting digital government services.
The policy also aims at raising government efficiency in providing services, enabling integration and connection of digital systems of federal government entities, and increasing trust in digital government services.
The policy is based on six pillars, including proactive digital government services, one-time request for information and personal details, digital government enablers, unified digital platform, continuity of digital services, and marketing and awareness of digital services.
It includes 28 initiatives to be implemented by 2023.