DUBAI // Sheikh Mohammed bin Rashid, Vice President and Ruler of Dubai, has invited local and regional governments to join a star-rating system for customer-service centres.
Launched last week, the initiative is intended to bring about a major leap in the efficiency of Government services in line with global standards.
The system will be obligatory and will be applied to 400 federal government-service centres that will be classified from 2 to 7 stars based on quality and speed of service, with assessment carried out by external auditors.
The Minister of Cabinet Affairs, Mohammed Abdullah Al Gergawi, said the Government had received several inquiries about the project from other nations already, so directives have been issued by Sheikh Mohammed to promptly provide all the detailed manuals, guidelines, assessment handbooks and technical support to all local UAE authorities and those in other countries.
The project contains many technical details related to service-quality assessment, customer-relations management, human resources and technical applications and all patents and copyrights are officially registered for the UAE Federal Government and approved by the Arab League as standardised specifications for customer services.
The aim is to adopt the same standards and practices used in the private sector, achieving transparency and creating a competitive environment for services centres.
So far, 75 Government-services centres have been evaluated. The classification is based on a comprehensive and integrated operational-evaluation process. By the end of each evaluation, the centre receives detailed recommendations to improve and enhance its services in eight standards: strategic alignment; customer centricity; services; service delivery channels; customer experience; service efficiency and innovation; people; and technology.
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