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Dubai's service mantra: Customers are our guests

Dubai - Shaikh Mohammed says government service centres receive over 30 million customers per year and process over 100 million applications.

His Highness Shaikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, approved the results of the star rating exercise conducted among all federal government service centres. Five centres received a five-star rating, while 44 centres obtained a four-star rating and 83 centres a three-star rating.
Shaikh Mohammed stated that government service centres receive over 30 million customers per year and process over 100 million applications. Completing the rating exercise for all service centres is the beginning of a new phase of quality development in the UAE, he added.
"The UAE is the only country in the world that rates its service centres on the lines of the star-rating system for hotels," said Shaikh Mohammed. "We believe our customers are our guests and they deserve the best possible service. The star rating system aims to encourage government service centres to be more competitive and give our customers a role in the development of government services."
Shaikh Mohammed made his comments during his visit to the Emirates Identity Authority centre at Al Barsha, which received a five-star rating.
"Two years ago, we launched a new initiative where government organisations compete with the private sector in service quality. Our employees are very competitive and we are determined to achieve the highest levels of customer satisfaction," he added.
Shaikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai; Shaikh Maktoum bin Mohammed bin Rashid Al Maktoum, Deputy Ruler of Dubai; Shaikh Hazza bin Zayed Al Nahyan, National Security Advisor and Chairman of Emirates Identity Authority (Eida); Shaikh Saif bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Interior and Deputy Chairman of Eida; and Mohammed Abdullah Al Gergawi. Minister of Cabinet Affairs accompanied Shaikh Mohammed during his visit.
Hessa Buhumaid, executive-director of the Government Services Sector at the Prime Minister's Office, briefed Shaikh Mohammed and his delegation on the rating system, its key procedures and the evaluation process that has been endorsed by independent international partners. She also briefed them on the next phase of the rating system's implementation in which some local government and private sector entities will be included in the ratings scheme.
Jassim Al Raessi, Director of Eida centre at Al Barsha, briefed Shaikh Mohammed on the centre's services and the recent measures taken to enhance service quality.
Stressing the importance of the role of government services centres, Shaikh Mohammed said: "My message to all teams in government service centres is that their work is not an ordinary job but a service to their country. We are soldiers and our job is to serve the United Arab Emirates. Ultimately, we seek to export this new system to the rest of the world. This star-rating system is a purely Emirati initiative that we hope to export to the world."
reporters@khaleejtimes.com

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