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Government Service Improvement

The UAE government launched the Emirates Government Service Excellence Program in 2011 to improve government services and achieve a 7 star level of service excellence by 2021. The program aims to enhance the customer experience, expand service delivery channels, integrate systems and operations, develop a culture of customer service, increase efficiency, establish governance, and promote innovation. It has trained over 5,000 customer service employees and implemented initiatives like a customer service charter and quality manual to transform agencies into effective partners for customers. The service quality manual provides a unified framework for excellent customer service based on best practices.

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Sabu Vincent
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39 views

Government Service Improvement

The UAE government launched the Emirates Government Service Excellence Program in 2011 to improve government services and achieve a 7 star level of service excellence by 2021. The program aims to enhance the customer experience, expand service delivery channels, integrate systems and operations, develop a culture of customer service, increase efficiency, establish governance, and promote innovation. It has trained over 5,000 customer service employees and implemented initiatives like a customer service charter and quality manual to transform agencies into effective partners for customers. The service quality manual provides a unified framework for excellent customer service based on best practices.

Uploaded by

Sabu Vincent
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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GOVERNMENT SERVICE IMPROVEMENT

In 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 deliveryThe
program trained 5000 customer service
employees of the customer service
centers
In order to achieve this, seven strategic
priorities were identified:
1. Customers experience: based on a clear focus and understanding of the
customers needs, the federal government strives to provide world class services
fulfilling and exceeding the customers 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 customers 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

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