His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, affirmed that “government services are the window of citizens on their government, and improving and developing them is a key and continuous priority.” People today have changed their expectations five or 10 years ago, and the government that is keeping pace with expectations is a successful government, '' he said.``Assessment of services will be annual, and we have an annual assessment of ministers, agents and directors of all, and an annual assessment of ministries and agencies as well, and we will display all our reports transparently. ''

His Highness said: «Our government is dynamic, changing and keeping pace with the aspirations of the people, and those who can not keep up with us can rest away from government and field work».

This came during a briefing by HH Sheikh Mohammed bin Rashid Al Maktoum on the results of the evaluation of 600 service centers in 29 federal government entities.

Following the results of the evaluation, he directed directors of the worst centers to be replaced immediately, replacing them with managers who know how to deal with the public at a level appropriate for the UAE. He also directed that the director general of the agency or ministry to which the centers are affiliated to go down to work for a month in these centers and develop their services. His Highness will visit these centers and inspect the mechanism of work there.

Recalling the new season letter, he affirmed that one of the six items of the letter is that the place of officials is the field, away from the corridors of forums and conferences, to follow up and inspect and ensure the implementation of plans and programs and the translation of development goals and policies on the ground.

His Highness pointed out: «We live in an open and interconnected world, and no one can hide his shortcomings, and every diligent is a star and a model we celebrate».

His Highness added: 'Field assessment gives us more accurate reports, and we will seek to involve citizens in evaluating services, evaluating officials, and evaluating policies that affect their lives,' stressing, `` We have the audacity to evaluate ourselves and our teams in a transparent manner, because the cost of concealing errors and omissions is much higher. ''

According to the results of the evaluation, the Federal Authority for Identity and Citizenship Center in Fujairah topped the list of the top five government service centers in the country, while the Emirates Post Center in Sharjah at the bottom of the list, taking the title of the worst government service delivery in the country. His Highness paid a two-month salary to all teams in the five advanced government service centers, for their dedication to work, dedication and keenness to translate the vision of government work in the UAE based on excellence and achievement, and give their centers a 5-star rating.

This assessment is based on extensive and extensive field studies carried out by work teams directly following the Office of the Prime Minister, which has been keen for two months to make daily visits to various government centers in the State and follow-up mechanism of employees within the various levels of the government pyramid, and measure the satisfaction and happiness of customers Daily reports in this regard.

Based on these findings, His Highness Sheikh Mohammed bin Rashid Al Maktoum directed the replacement of managers of the worst centers, and replaced them with managers who know how to deal with the public at a level appropriate to the UAE, who are efficient and effective, and more efficient and able to translate the directions of the government. He also directed the rehabilitation of administrative cadres in the service centers that occupied the lowest centers, whether from the five centers that appended the results or from other centers that received an under-rated or low-performance and medium-sized, through the enrollment of qualifying courses, so that teams are granted in service centers The low-performing and low-rated opportunity is an opportunity to improve its performance and rebuild its work system in line with the government work standards in the country ranked among the best in the world.

His Highness also directed that the Director General of the entity or ministry to which the late centers belong should join the relevant center, so that he would start his work at the center for one month, to monitor the situation closely, monitor the glitches and make appropriate plans to improve the overall performance and improve the quality and efficiency of services.

In line with the detailed findings of the evaluation, His Highness directed the formation of a follow-up committee to develop preventive medicine services and identity centers attached to it in the country, as this sector constitutes an essential axis in providing services to citizens and residents. His Highness also directed that the private sector centers to which the Ministry of Human Resources and Emiratisation outsourced its services, such as Tas'heel and Tadbir, should be subjected to a comprehensive assessment of their levels of service delivery, measuring their efficiency and their ability to meet the high standards adopted by the government in this field.

In the same vein, His Highness Sheikh Mohammed bin Rashid Al Maktoum directed the withdrawal of star rating obtained by some government service centers, which are among the worst in the provision of services, within the global system of star rating services adopted in the UAE, and deprivation of these centers in the current stage, so that Do not restore it until after a thorough reassessment of its performance and upgrading the services it provides.

His Highness praised a number of distinguished administrative cadres such as Assistant First Mohammad Al Zhohri, Distinguished Employee at Ajman Traffic and Licensing Center, Sara Al Jasmi, Responsible for the Ministry of Education Center in Ajman, and First Assistant Fatima Al Darmaki, Distinguished Employee at Wasit Police Station in Sharjah, and Maryam Al Zaabi in charge. At the Sheikh Zayed Housing Program Center in Ras Al Khaimah.

His Highness Sheikh Mohammed bin Rashid Al Maktoum praised the performance of the five government service centers that achieved the best assessment in the country, through their keenness to apply the highest standards of government services that are in line with the objectives of the Emirates Government Service Excellence Program, in a manner that ensures efficient performance, quality of services and the happiness of customers. And their satisfaction.

Vice President:

• “The services will be evaluated annually, and we have an annual assessment of ministers, agents and general managers, and an annual assessment of ministries and agencies as well.”

• «Government services window of citizens on their government, and improve and develop a key priority and continuing».

• “The quality of services is a moving target, not a fixed one.

• «We live in an open and interconnected world, and no one can hide his shortcomings, and every diligent is a star and a model we celebrate».

• "Field assessment gives us more accurate reports, and we will seek to involve citizens in evaluating services, officials and policies that affect their lives."

“We have the audacity to evaluate ourselves and our teams with transparency, because the cost of concealing errors and omissions is much greater.”

To view the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, to improve services in government service centers, please click on this link.

The best government service centers

- The Federal Authority for Identity and Citizenship Center in Fujairah topped the list of the best 600 government service centers in the country. The staff of the Center has shown high flexibility in serving customers, and an initiative in finding innovative solutions to the challenges and upgrading the level of services and combining efficiency, effectiveness and speed of delivery.

The Center is keen in its policies to apply the principle of direct communication with customers and to ensure that the problems are addressed in a timely manner and provide all facilities to complete transactions without delay, and pay attention to the humanitarian side, both at the level of customers and at the level of employees, which contributed to the promotion of a healthy work environment with high productivity.

- The Ministry of Education Center in Ajman has achieved a high level of commitment and innovation in service delivery. It is characterized by the provision of fast and sophisticated services based on the latest technology, where he introduced improvements to the customer's journey, including the provision of tablets to reduce waiting time, in addition to the launch of the initiative of the mobile platform for the completion of services.

The Center, which has committed to a development plan adopted by the Ministry of Education, is keen to promote a positive environment for the generation of creative ideas through brainstorming sessions, which are organized periodically for employees, customers and partners, with the Center's keenness to be in the field and follow-up work on the ground, and interact with Employees and customers, and supervising customer service directly, all within a team that enjoys a great deal of motivation under a unified vision that seeks to achieve excellence in everything it does.

- Ajman Traffic and Licensing Services Center, which is affiliated to the Ministry of Interior, provides services based on customer care.The center has obtained the best evaluations for its excellence in providing services commensurate with the personal needs of each customer, and the excellent interaction with senior citizens and facilitate their access to services beyond their expectations.

The quality excellence achieved by the Center is in line with the objectives set by the Center's management, which includes working to harness all efforts and capabilities to provide advanced services that combine precision and speed to achieve customer satisfaction, and adopt an institutional work system keen to apply the highest standards of quality and efficiency, and keep abreast of all new developments. Effective technical and administrative tools in this field to ensure periodic review of the overall performance and improvement, all of which contribute to enhancing the quality of life and services of the UAE society in all categories and spectrums.

- Wasit Police Station in Sharjah, which is affiliated to the Ministry of Interior, has been ranked among the top five government service centers, due to its unique experience in changing the stereotype of police stations, so that the General Administration, with its officials and employees, made customer satisfaction a major goal, through the completion of all transactions quickly and shorten routine procedures All that consume time and effort and are a waste of potential and resources.

The center is characterized by a positive environment that provides proactive services that exceed the expectations of customers and commensurate with the personal needs of them, through the use of the latest technological means and urging customers to use and rely on them.It also provides a channel for direct and continuous communication with customers in order to exchange information and facilitate the provision of service.

- The Sheikh Zayed Housing Program Center in Ras Al Khaimah has emerged through the provision of quality services that meet the expectations of customers and meet their needs. The center provides a typical customer experience that is easy and fast by allocating cars to deliver services to senior citizens and people of determination.This ensures that the UAE government aims to improve the customer experience, make citizen satisfaction and happiness a key goal, and provide all the factors of well-being that contribute to social stability.

5 worst government service centers

In the same context, the results of the evaluation of 600 service centers in 29 federal government agencies, identified the five worst government centers, which recorded the lowest level of service delivery and did not meet the objectives and standards of the Emirates Government Service Excellence Program. These centers are:

- Emirates Post Center in Al Khan area in Sharjah, which recorded the lowest level compared to service centers in the country, where the evaluation showed the need for the Center to improve its performance at the level of excellence of government services, the most important of which is to raise the level of performance of the center in providing the service, and improve the performance of its employees in interacting with Customer needs.

The evaluation also showed low levels of happiness among the employees of the Center towards the service delivery procedures, in line with the Government's tendencies to improve job satisfaction to achieve the happiness of employees and the happiness of customers.

- The evaluation of the Muhaisnah Center of the Federal Authority for Identity and Nationality - Preventive Medicine in Dubai, showed the need to apply the standards of fairness in the provision of services to customers. Dealers made several negative remarks about staff behavior and service delivery procedures, which were generally slow and inefficient, and expressed dissatisfaction with the level of service delivery, which did not meet their needs and aspirations.

The results of the evaluation indicated that fewer front-line staff should be available to serve customers compared to the number of service windows, which leads to an increase in waiting times and reflects a picture that is not in line with the driving directions, while monitoring of social media showed a congestion among customers. The small number of reception staff and the lack of interaction of employees within the competence required to achieve the happiness of customers, describing happiness is a fundamental requirement within the vision and mission of the system of government institutions in the UAE.

- The result of the evaluation of the General Authority for Pensions and Social Insurance in Sharjah revealed the need to work to develop the level of services provided to customers, in view of the failure of the staff of the Center to pay sufficient attention to the provision of quality services, in line with the directions of the Government of the United Arab Emirates aimed at facilitating the experience of the customer and make meeting the needs of the priority Especially in the event of technical inquiries about government services and all mechanisms associated with the provision of these services and ways to provide them quickly and efficiently.

The evaluation showed the low performance of the Center's employees, which did not rise to the level of service excellence adopted by the UAE government as a clear approach in all institutional frameworks and structures of government work, especially as the Center's services target important groups in the UAE represented by senior citizens and widows.

- The evaluation of the Bani Yas Center for Social Affairs in Abu Dhabi, which is affiliated to the Ministry of Community Development, revealed that the staff of the Center did not follow the policy of the open door, and that its employees did not interact in a friendly manner with customers. The evaluation also revealed that the center does not implement the directives of the UAE government leadership in providing a distinct government services experience, as reception staff are not in their positions to guide customers to the appropriate service for them.

- The evaluation of the Tawteen Center in Fujairah under the Ministry of Human Resources and Emiratisation showed a low performance compared to the Tawteen Center in the Emirate of Ajman, whose employees work to explain the services and assist customers in the registration process and provide them with all possible facilities.

The evaluation also revealed several shortcomings in the delivery of the service, as there are no reception staff to guide job seekers and answer their queries, and staff are redirecting job seekers to apply through the website.