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 .. Improving and developing them is a key and continuous priority. Changed their expectations 5 or 10 years ago ..
The government is in line with expectations and the government is successful, pointing out that the evaluation of services will be annual .. We have an annual evaluation of ministers and all agents and managers of the public .. And an annual evaluation of ministries and bodies as well .. We will display all our reports transparently.
This came during the briefing of HH Sheikh Mohammed bin Rashid Al Maktoum on the results of the evaluation of 600 service centers in 29 federal government agencies.
Following the results of the evaluation, His Highness directed directors to change the directors of the worst centers immediately and replace them with managers who know how to deal with the public at a level befitting the UAE. He also directed that the Director General of the entity or ministry to which the late centers come down to begin his work for one month in these centers and develop their services. His Highness will visit these centers and inspect the mechanism of work there.
His Highness said: "Our government is dynamic, changing and keeping pace with the aspirations of the people. Those who cannot cope with us can rest away from government and field work." 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 .. No one can hide his shortcomings .. Every mujtahid is a star and a model we celebrate.
"The field assessment gives us more accurate reports and we will endeavor to involve citizens in the evaluation of services," said HH Sheikh Mohammed bin Rashid Al Maktoum.
He also said: We have the audacity to evaluate ourselves and our teams in a transparent manner, because the cost of concealing mistakes and omissions is much greater.
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 came at the bottom of the list, taking the title of the worst government service delivery center in the country. Two months for all teams in the five government service centers developed for their dedication to work and dedication and their eagerness 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 teams directly following the Office of His Highness the Prime Minister, which has been keen for two months to make daily visits to various government centers in the country 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 results, 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 to a level appropriate to the UAE, who are efficient and effective, and more efficient and better 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 poor performance and medium, through the introduction of qualifying courses, so that the work teams in the centers The low-performing and low-rated service is an opportunity to improve their performance and rebuild their work system in line with the government work standards in the UAE 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 to join the relevant center, so that he can start his work there for a month, to follow 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 Tadbeer, should be subjected to a comprehensive assessment of their levels of service delivery, measuring their efficiency and 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.
The following is a look at these centers: Federal Center for Identity and Nationality in Fujairah: The Federal Authority for Identity and Citizenship Center in Fujairah topped the list of the best 600 government service centers in the country, where the center was able to apply the highest standards of service. High flexibility in customer service, initiative in finding innovative solutions to challenges, upgrading 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.
Ministry of Education Center in Ajman: Ministry of Education Center in Ajman has achieved a high level of commitment and innovation in the provision of services .. Distinguished by providing fast and sophisticated services based on the latest technological means, where he made improvements to the customer's journey, including the provision of tablets reduce time Wait, in addition to launching the mobile platform initiative to deliver 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: The Ajman Traffic and Licensing Services Center of the Ministry of Interior provides services based on customer care. The Center has obtained the best evaluations for its excellence in providing services tailored to the personal needs of each customer, and excellent interaction with major customers. 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: The 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 key goal through All transactions quickly and abbreviate all routines 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 service delivery processes.
"Sheikh Zayed Housing Program Center in Ras Al Khaimah": Sheikh Zayed Housing Program Center in Ras Al Khaimah has emerged by providing quality services that meet the aspirations of customers and correspond to their needs .. The Center provides a typical customer experience characterized by easy and fast through the allocation of cars to deliver services to senior citizens and people of determination In order to achieve the objectives of the UAE government to improve the customer experience, make citizen satisfaction and happiness a key goal and provide all factors of well-being to contribute to the achievement of community stability.
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 were unable to achieve the goals and standards of the Emirates Government Service Excellence Program. Sharjah Post: The Emirates Post Center in Sharjah has recorded the lowest level compared to service centers in the UAE. The evaluation showed the need to improve its performance at the level of excellence in government services. His staff interact with my affair Dealers Agat.
The evaluation also showed low levels of happiness among the employees of the Center towards the procedures of service delivery, in line with the government 's tendencies to improve job satisfaction to achieve the happiness of employees and the happiness of customers.
"Identity and Nationality Center in Muhaisnah, Dubai": The evaluation of the Muhaisnah Center of the Federal Authority for Identity and Citizenship - Preventive Medicine in Dubai, the need to apply the standards of fairness in the provision of services to customers .. Traders have made several negative remarks about the behavior of employees and service delivery procedures, which was characterized by Slow and inefficient in general, expressing dissatisfaction with the level of service delivery, which does 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 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.
Sharjah Pension and Social Security Authority (GOSI) Center: Sharjah Pension and Social Insurance Authority (GOSI) Center in Sharjah revealed that it is necessary to work towards improving the level of services provided to customers, as the staff of the Center have not shown sufficient interest in providing quality services in line with the UAE Government. Aiming to facilitate the customer experience and make meeting the needs of the customer a 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, as it did not rise to the level of service excellence adopted by the UAE government as a clear approach in all the frameworks and structures of government institutional work, especially as the Center's services target important groups in the UAE represented by senior citizens and widows.
The Social Affairs Center in Bani Yas, Abu Dhabi: The evaluation of the Bani Yas Center for Social Affairs in Abu Dhabi, which is affiliated to the Ministry of Community Development, shows that the center's officials do not follow the open door policy, and that its employees do 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.
Fujairah Emiratization Center: The evaluation of the Emiratisation Center in Fujairah by the Ministry of Human Resources and Emiratisation showed a low performance compared to the Tawteen Center in Ajman, whose employees 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. Reception staff are not available to guide job seekers and answer their queries.