GOVERNMENT SERVICE IMPROVEMENTIn alignment with the UAE vision to be among the best countries in the world by the year 2021, His Highness Sheikh Mohammed bin Rashid Al Maktoum UAE Vice President, Prime Minister, and Ruler of Dubai launched in March 2011 Emirates Government Service Excellence Program aiming to raise the efficiency of government service delivery to a 7 stars level by focusing on the customer and strengthening government efficiency.

“Aiming to raise the efficiency of government service delivery”“The program trained 5000 customer service employees of the customer service centers”

In order to achieve this, seven strategic priorities were identified:

1. Customer’s experience: based on a clear focus and understanding of the customer’s needs, the federal government strives to provide world class services fulfilling and exceeding the customer’s expectations.

2. Multiple service delivery channels: The federal government provides services through customer preferred channels including: customer service centers, online, land or mobile phones; with a main focus on streamlining delivery channels and reaching government efficiency through encouraging customers  to move from traditional outlets towards online channels.

3. Service Integration: The federal government takes on achieving integration of operations, systems, and information

4. Culture of Service: This culture provides employees of federal entities with training, tools, and support methods. It also builds a true trend mainly focused on services as it helps to create  highly professional and customer centric government teams.

5. Efficiency of Services: The federal government seeks to achieve efficiency of services through cost effectiveness which improves the quality of services and optimizes the leverage of available  resources.

6. Service Governance: Set up a governance system to lead the change and engage relevant stakeholders.

7. Innovation in service delivery: Focus on creating an enabling environment to promote creativity and reward  new ideas.

The program launched many improvement initiatives to enhance service delivery in federal entities including customer service charter, government services quality manual, star rating initiative for customer service centers, Emirates Government Service Excellence Forum, Emirates Government Service Excellence Program, and the UAE

federal feedback  gateway “my gov”; all aiming to improve service delivery, and provide added value to customers of federal entities by transforming them to effective partners in the development of services provided to them.

In alignment with the direction of the federal government towards investing in human capital being a key component in service delivery, the program trained 5000 customer service employees of the customer service centers in federal entities on the service quality manual which contains a unified framework of customer service and best methods of customer management. The manual also helps providing services that exceeds customer’s expectations and to identify their needs and aspirations , as well as striving to deliver these services according to the highest global standards and emphasizing the quality of service delivery throughout all customer service outlets in the federal government including providing data and information required  by the customer in a timely and organized manner and addressing their feedback.

The manual contains as well a unified set of excellence service standards based on best practices from both the public and private sectors in addition to providing a self-assessment mechanism for service delivery. The manual also focuses on many advanced concepts that contribute in raising awareness amongst customers of their rights and responsibilities and other concepts related to customer service.

- See more at: http://www.moca.gov.ae/?page_id=583&lang=en#sthash.xmmbjlEf.dpuf