His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, approved the results of the studies of the happiness of the dealers and the secret shopper of government agencies in Dubai, which is being conducted by the Dubai Government Excellence Program of the General Secretariat of the Executive Council, where His Highness commended the results of the owners of the first three , And urged them to continue the development process to reach the highest levels in this regard.

His Highness directed government agencies whose results were below average to deliver development plans within two weeks of receiving performance reports, in partnership with their clients to raise the level of customer happiness and satisfaction with the services provided and embody them in development initiatives that guarantee the upgrading of the government performance system.

His Highness the Crown Prince of Dubai said: “His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, has established excellence as an essential approach to government action, and the happiness of people is a priority that does not compromise in achieving it .. Let us work together to make Dubai the happiest city in the world as it wants it His Highness .. And I call on all government agencies to continue efforts to improve in the spirit of one team, to keep pace with the aspirations of dealers according to the best international standards and practices ».

His Highness added: “Performance indicators help us to monitor the level of progress in developing our government capabilities, and I personally and closely monitor the progress of work in various sectors of the Dubai government, and I review reports periodically to ensure that there are no obstacles in the way of achieving our goals, and we have to redouble efforts to achieve the highest levels His Excellency citizens, residents and visitors. Our goal is to consolidate the concept of happiness of dealers in our government agencies, and to ensure that we will publish our results annually.

His Highness called on the government agencies in Dubai that did not achieve satisfactory results in making their customers happy by working to find the necessary solutions to overcome that. His Highness said: “The average results of the customer happiness index reached 85.2%, and our goal is to reach 100%. All entities that have received a lower-than-average evaluation should formulate development plans that depend on taking customer feedback into account and keep pace with their aspirations to upgrade their customer service system immediately upon receiving performance reports and benefit from the results of the study, taking into account the strategic goals set by our rational leadership to enhance the UAE’s position on a map Global Competitiveness », provided that the development plans are submitted to the Dubai Government Excellence Program.

According to the results of the studies of the happiness of the dealers and the secret shopper, conducted by the Dubai Government Excellence Program of the General Secretariat of the Executive Council of Dubai, the Dubai Electricity and Water Authority achieved the first position, while the Roads and Transport Authority ranked second, and the Dubai Health Authority ranked third.

Government agencies ranked according to the results of the index as follows: Dubai Electricity and Water Authority ranked first with 90.1%, Roads and Transport Authority ranked second with 89.3%, Dubai Health Authority ranked third with 88.6%, Dubai Police ranked fourth with 87.5%,

The Awqaf and Minors' Affairs Foundation ranked fifth with 87.4%, the Department of Economic Development, and the Dubai Municipality sixth place equally by 87.3%, the Department of Islamic Affairs and Charitable Work, eighth place with 87.1%, the Dubai Courts Department, the ninth place with 86.5%,

Knowledge and Human Development Authority, 10th place with 86.3%, Dubai Airports, 11th place with 86.2%, General Administration of Civil Defense - Dubai, and Community Development Authority, 12th place equally by 85.8%, General Administration of Residence and Foreign Affairs, and Dubai Ambulance Services Corporation, 14th place equally with 85.2 % Dubai Healthcare City 16th, 84.7%, Dubai Chamber 17th, 83.1%, Mohammed Bin Rashid Housing Establishment, and Dubai Media Corporation 18th, equally 82.1%,

Dubai Customs, and the Dubai Culture and Arts Authority ranked 20th with equal status of 81.8%, Department of Lands and Properties 22nd place with 79.6%, Public Prosecution ranked 23rd with a rate of 77.8%.

His Highness, the Crown Prince of Dubai and Chairman of the Executive Council, announced through his account on Twitter in September 2019 that the results of the Customer Happiness Index and the Secret Shopper of all entities will be announced to enhance the principle of transparency, monitor and follow up the levels of services provided and stimulate their development efforts.

The Dubai Government customers happiness index study includes three components: the study of the opinion of customers, the study of the secret shopper, and the study of community opinion, and both studies of the opinion of customers and the shopper in general are based on seven criteria: ease of access to service, professionalism of front-row employees, and speed of service delivery "To study the customers opinion only", the ease of completing the service, the quality of the service information, the customer's privacy, and the appearance of the service delivery site.

While the study of society’s opinion is based on different criteria for each government agency to measure the community’s opinion on the extent to which the government agency has achieved the role assigned to it and its positive effects on society, knowing that 24 thousand dealers were surveyed within this study.

The clients ’opinion studies are carried out through surveys conducted through questionnaires to survey the opinion of government entities’ clients. The questionnaires are designed based on the study criteria. The formulation of the questionnaire questions for each government agency is modified to suit the nature of its work and its services provided to the customers. For customer service centers in government agencies or by contacting them on the phone.

The program trains a group of people of different nationalities to do the secret shopper's job, and evaluations are carried out annually throughout the year, whereby the secret shopper is evaluated by the government agency, either by phone or through a field visit to the service delivery headquarters in the government agency, either as a person from the general community He has some inquiries about the government agency or accompanying a customer of the entity during his visit to it, or through contacting the authorized call centers of the government agency, and then the government agency is evaluated according to the study criteria.

Community opinion survey questionnaires were designed based on the main tasks of the government agency in the founding decree. The questionnaire questions are directed to members of the community in all their groups in public places.

Dubai Crown Prince:

"See the reports, and we must redouble efforts to achieve the highest levels of happiness."

“The average happiness index for clients reached 85.2%, and our goal was to reach 100%.”

Dubai Electricity First, second roads, and Health in third place.

The owners of the last centers are Dubai Customs, the Culture Authority, the Lands and the Public Prosecution.

"Dubai Ports": a mobilization of energies and plans to improve our services

Commenting on the choice of the institution among the last three centers in the results of the Dubai Government’s Happiness Index for the year 2019, the Chairman of the Board and Chief Executive Officer of Dubai Ports World said: “The results of the Customer Happiness Index and the Secret Shopper guide guide us in Follow-up to the level of performance at Dubai Customs, and puts us before the need to develop development plans that achieve the happiness of customers, by mobilizing all energies that enable us to raise the level of our services to meet the aspirations of leadership ».

He added, "All procedures that we implement at Dubai Customs will be studied and updated according to a future perspective that meets the needs of customers."

Dubai - Emirates today

Update all procedures and practices that we apply at Dubai Customs.

Measure happiness index

The Dubai Government Excellence Program has been organizing a study to measure the happiness index for Dubai Government customers for more than 16 years, and the index has made steady positive progress compared to best practices at the global level, while the program during the year 2019 updated the study and made development changes that included adding a study of community opinion to all sides Governmental services that provide public benefit to the community or segments of society can express an opinion on its role.

The happiness index has made positive progress compared to the best international practices

Dubai Customs opens channels of communication with customers to find out the weaknesses.

The Director General of Dubai Customs, Ahmed Mahboob Musabeh, said that the Foundation will hold continuous and intensive meetings starting from today to develop plans and development programs to provide exceptional services, and will open permanent channels of communication with customers to know the weaknesses and their strengths and the reasons that led to recording these results, where Dubai Customs attaches importance Utmost to delight its customers. He added: “We will work with double effort to find out the deficiencies and remedy them and prepare development plans and programs based on the suggestions and requirements of the dealers according to a comprehensive future vision to reach advanced centers in the percentage of their happiness. Launched by the Chamber.

Preparing development plans and programs according to a comprehensive future vision.

Dubai Roads managed to implement 350 corrective measures last year

The General Manager and Chairman of the Board of Directors of the Roads and Transport Authority, Matar Mohammed Al Tayer, said that the authority was able to implement 350 corrective measures during the past year, which resulted in the development of 15 major services provided by the authority. Al Tayer expressed his pleasure at the Authority’s victory in the second place in the Dubai Government’s Happiness Index for 2019, which is the culmination of the Authority’s efforts to provide the best services to customers and the happiness of residents and visitors to Dubai, by providing services and performance that exceeds the expectations of customers. Al Tayer stressed the authority’s continuation in developing its services to keep pace with the aspirations and needs of customers, by listening to developmental suggestions and ideas received from customers through various channels, whether service centers, call centers, or through smart applications and others, as well as through corrective measures undertaken by the authority in the form of Continuing to improve its services.

15th

A major service provided by the authority has been developed.

Dubai Electricity: We are working to improve government services

Commenting on the selection of the authority among the first three places in the results of the Dubai Government’s Happiness Index for the year 2019, we are working within the framework of the leadership’s vision to raise government services to the highest levels to delight people and ensure a smooth experience for the customers, ”said Saeed Mohammed Al Tayer, CEO and CEO of Dubai Electricity and Water Authority.

He emphasized that the authority seeks to make Dubai the smartest and happiest city in the world.

Dubai Health understands the importance of serving people

The Director General of the Dubai Health Authority, Hamid Al Qatami, said that the presence of the authority within the first three centers according to the results of the "index of happiness of dealers and the secret shopper", is a source of pride and pride, and a medal of honor on the chest of every worker in the authority. He stressed that the movement that Dubai is witnessing continuously in terms of developing services is what has enhanced the quality of life and raised the level of the luxury of living, explaining that the authority is proud of its presence in this movement, and understands the value and importance of serving people and the comfort of patients, and it works to proceed in the path of excellence .

«Land and property»: able to provide comfort and happiness to our customers

The director general of the Dubai Lands Department said, Sultan Butti bin Majren, “The department has carefully followed the results of the studies of the happiness of the dealers and the secret shopper of government agencies in Dubai.” His Highness Sheikh Hamdan bin Mohammed Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, we would like to emphasize the constants that drive leadership, especially those aimed at raising the level of happiness of customers and their satisfaction with the services provided, and embodying them in development initiatives that ensure advancement in the government performance system ».

"After the department embarked on a journey of digital transformation in all its services, with the launch of the (Dubai Rest) platform, and other smart platforms, we are sure of our ability to provide comfort and happiness to our customers, and reach them at any time and place, to continue to enhance our ranking on the list of providers Government services, not only to obtain a high evaluation by our customers, but to contribute to the preparations of the United Arab Emirates for the next 50 years, so we can register our own mark on the pages of our future renaissance.

He said that «such studies based on the best standards of transparency and integrity represent the primary motivation that we rely on in developing our services, and knowing our customers’ satisfaction with our operational operations, and we will immediately integrate them into all our future strategies, and work to amend our plans and develop them according to the data provided by the studies for us And if we add to all of this our earnest endeavors to employ the finest techniques of the age, including blockchain, artificial intelligence and robotics, then our future looks brighter for our customers to enjoy the best, and to reach our performance to (number one), and we will not be satisfied with it as an alternative. ”