Approve the results of the Dubai Government employees and dealers happiness index and the mystery shopper
Hamdan bin Mohammed: The happiness of society is the priority of government work
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His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, affirmed that government work in Dubai is proceeding according to the approach of excellence, and that happiness is a value that is not lost on the thought of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE Ruler of Dubai, referring to His Highness the Dubai government’s support for all programs and initiatives aimed at achieving community happiness as a priority for government work, directing government agencies to work to continue efforts to develop services, to keep pace with the aspirations of customers in accordance with the highest international standards and practices, and to strengthen the spirit of one team, to become Dubai The happiest cities in the world.
Crown Prince of Dubai: - “Happiness is a value that cannot be lost on us thanks to the vision and thought of Mohammed bin Rashid.” - «Government work in Dubai is proceeding according to the approach of excellence». - “The Dubai government has achieved advanced results in customer happiness, despite exceptional challenges and circumstances.” |
This came during the approval of His Highness the results of studies on the happiness of dealers, the mystery shopper, and the happiness of Dubai government employees for government agencies in Dubai, conducted by the Dubai Government Excellence Program of the General Secretariat of the Executive Council, where His Highness appreciated the efforts of the first three positions in the indicators, and urged them to continue development to reach the highest Levels in this regard.
His Highness said, “Happiness is a value that is not lost on us thanks to the vision and thinking of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and we indicated in September 2019 that we will announce the results of the happiness of dealers, the mystery shopper and the happiness index of Dubai government employees on 18th. January of every year to ensure that this is achieved, and today we announce the results, and we congratulate the first three entities in the customer happiness index, which are the Dubai Police General Command, first place with 91.6%, the Roads and Transport Authority, second place with 90.1%, and the Dubai Health Authority in third place with a percentage 88.5%, and we congratulate the owners of the first positions in the employee happiness index, which are the Dubai Statistics Center, with 97.44% in first place, the Dubai Police General Command, 96.68% in second place, and the Public Prosecution, 95.86% in third place.
His Highness added: “Despite the exceptional challenges and circumstances imposed by the (Covid-19) pandemic on the world, the Dubai government has achieved advanced results in the customer happiness study for the year 2020, where the average happiness of Dubai government customers reached 84%, and the average level of customer confidence in the government reached 95.1%. Today, I announced a new system for studying the mystery shopper, to become an independent study. Quarterly reports will be sent to each government agency on the results of the mystery shopper, so that it works to directly develop and improve its services.
His Highness said: “At a time when governments and institutions refrained from measuring the satisfaction or happiness of their employees due to the Corona pandemic, we took the initiative to measure the happiness of Dubai government employees through the annual study conducted by the Dubai Government Excellence Program .. Proud of what government agencies have achieved in Dubai. The average happiness of Dubai government employees is 89%.
His Highness added: “The fact that the government agencies’ response to the requirements of the (Covid-19) pandemic received the highest rating of 92% is a matter that confirms our readiness and our ability to face crises, and thanks are extended to the Dubai government team for their continuous efforts. ”His Highness called on everyone to continue working hand in hand. And strengthening the bonds of cooperation to make the Dubai government the happiest work environment in the world, according to the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum.
His Highness Sheikh Hamdan bin Mohammed praised the distinguished performance of the Dubai Statistics Center in the field of achieving employee happiness by achieving first place over nine years, which indicates an advanced level of maturity in this field, directing that the center be exempted from participating in the study of the happiness of Dubai government employees for two years Two coming.
In addition, customer opinion studies are conducted through surveys conducted by means of questionnaires to investigate the opinion of government agencies' customers, where the questionnaires are designed based on the study criteria, and the formulation of the questionnaire questions for each government agency is modified to suit the nature of its work and its services provided to customers, and the opinion of customers is surveyed through their interviews. In person during their visits to customer service centers in government agencies, or by communicating with them by phone.
The Dubai Government Excellence Program trains a group of people of different nationalities to carry out the task of the mystery shopper, and the evaluations are carried out annually throughout the year, where the mystery shopper is evaluated for the government entity, either by phone call or through a field visit to the service provider headquarters in the government agency, either as a person From the general community, and he has some inquiries about the government agency, or with the accompaniment of a customer of the entity’s customers during his visit to it, or by contacting the approved call centers of the government agency, then the government entity is evaluated based on the study criteria.
The community opinion survey questionnaires are also designed based on the main tasks of the government agency, and the questionnaire questions are directed to the community members of various groups.
Staff happiness arrangement
Dubai Statistics Center 97.44%.
Dubai Police General Headquarters 96.68%.
Public Prosecution 95.86%.
Dubai Sports Council 94.26%.
Dubai Corporation for Aviation Engineering Projects 93.30%.
Department of Economic Development 92.06%.
General Administration of Residency and Foreigners Affairs 91.99%.
Department of Finance 90.39%.
Dubai Electricity and Water Authority 90.31%.
Dubai Municipality 89.39%.
Knowledge and Human Development Authority 88.04%.
Roads and Transport Authority 87.91%.
Dubai Airports Corporation 87.34%.
Dubai Courts 84.83%.
Dubai Customs 84.77%.
Dubai Government Legal Affairs Department 84.54%.
Department of Islamic Affairs and Charitable Activities 84.11%.
The Awqaf and Minors Affairs Foundation 83.97%.
Mohammed Bin Rashid Housing Establishment 83.85%.
Dubai Chamber of Commerce and Industry 83.64%.
The General Administration of Civil Defense 83.24%.
Dubai Air Navigation Services 82.35%.
Health Authority 82.30%.
Human Resources Department 82.29%.
Department of Tourism and Commerce Marketing 80.44%.
Dubai Corporation for Ambulance Services 78.58%.
The Land Department, 77.98%.
Dubai Civil Aviation Authority 74.48%.
Dubai Culture and Arts Authority 72.50%.
Dubai Media Corporation 71.96%.
Community Development Authority 68.13%.
Happiness of dealers arrangement
Dubai Police General Command 91.6%.
Roads and Transport Authority 90.1%.
Dubai Health Authority 88.5%.
Dubai Municipality 87.7%.
Dubai Electricity and Water Authority 87.6%.
Dubai Customs 87.1%.
The General Administration of Residency and Foreigners Affairs 86.6%.
Department of Economic Development 86.5%.
The General Administration of Civil Defense 85.2%.
Public Prosecution 84.7%.
Dubai Courts Department 84%.
Department of Tourism and Marketing 83.8%.
Dubai Culture and Arts Authority 83.5%.
Knowledge and Human Development Authority 82.9%.
The Department of Islamic Affairs and Charitable Activities 82.7%.
Mohammed Bin Rashid Housing Establishment 82.5%.
Dubai Airports 81.6%.
The Land Department, 81.2%.
Dubai Chamber 81%.
Community Development Authority 80.5%.
Dubai Corporation for Ambulance Services 79.8%.
The Awqaf and Minors Affairs Foundation, 76.4%.
Dubai Media Corporation 75.6%.
An exceptional year
The Dubai Government Excellence Program includes a study to measure the happiness index of Dubai government customers for nearly 17 years, and the index achieved steady positive growth, compared to the best global practices, and during 2020 the program team updated the study of the happiness index for Dubai government customers, and introduced a number of development adjustments, including Incorporation of the results of the instantaneous happiness index for services provided through websites and smart applications, which is measured by the Smart Dubai Department, in the results of the general index study for the happiness of Dubai government customers that the program is conducting, which enhances the value of the index and its contribution to improving the government’s efforts to achieve customer happiness through All service delivery channels.
In the interest of the program to enhance the agility and institutional flexibility, and the speed of response to changes, crises and emergencies in government agencies, the development amendments included adding a set of questions to the study questionnaire to measure the extent of customer happiness with the measures taken by the government agency to ensure the continuity of services, and to maintain the health and safety of dealers during the 'Covid- 19 ».
Quarterly reports for each government agency on the results of the mystery shopper to develop and improve services.
- The index of government agencies ’response to the requirements of the“ Covid-19 ”pandemic obtained the highest rating of 92%, confirming Dubai's readiness and ability to face crises.
89%
Average happiness for Dubai government employees and 84% for customers.
91.6%
The Customer Happiness Index of the Dubai Police General Headquarters won the first place.
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