UAE Drive for Excellence: Evaluating Government Service Centres

His Highness Sheikh Mohammed bin Rashid Al Maktoum reaffirms the people’s right to exceptional government service. 

It emphasizes the pivotal role of positive public interaction by government officials, prompting significant changes in underperforming centers.

Prompted by the Vice-President’s stance, the director of Kalba Hospital, rated among the worst centers, was replaced, signaling a commitment to accountability. 

Entities with persistently low ratings may face management changes if improvements aren’t evident within 60 days.

Star-Rating System Overview:

Since 2011, government service channels have been assessed on a 2 to 7-star scale, evaluating eight pillars, including customer experience, technology integration, and efficiency through independent evaluations, mystery shopping, and employee happiness scores.

The system drives improvements as evidenced by success stories like Al Dhafra Centre, escalating from a 4-star to a 6-star rating this year, showcasing the motivation for entities to elevate their service quality.

Role of Mystery Shoppers:

Mystery shoppers, including Sheikh Mohammed’s team, evaluate service quality, contributing to public performance appraisals. The Vice-President has publicly shared assessments to prompt enhancements in customer service.

Engagement of Residents as Mystery Shoppers:

Residents can actively participate as mystery shoppers through the UAE Mystery Shopper app. 

This platform allows them to evaluate various aspects of service centers, providing extensive feedback that aids in identifying strengths and weaknesses, ultimately enhancing service delivery.