Ajman Digital Department has launched a star system project for evaluating the quality of government digital services in the Emirate of Ajman, with the aim of increasing the efficiency of these services and raising their level to comply with international standards, in addition to building an exceptional customer experience system.
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“This project is part of the department’s efforts to achieve a qualitative shift in the efficiency of digital government services, and it aims to ensure its quality in accordance with uniform standards at the emirate’s level, as well as enhancing the customer experience, increasing their satisfaction and providing the best experiences for them,” said Ahoud Shaheil, Director General of Ajman Digital. In addition to increasing the adoption of digital services and achieving the strategic goals of the digital transformation plan ... From here we developed a comprehensive work methodology to assess the level of services through their delivery channels, including specific criteria and studied goals, where the classification process will be carried out according to the star system from (1) to (5) stars. .
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Her Excellency stressed that attention to the way of providing the service is no less important than the service itself, as well as attention to the time of its provision, and the extent of its achievement for the happiness of customers, noting that the launch of the project is a valuable opportunity that everyone should invest to know the effectiveness of digital services and how to improve them, and what are the most prominent ways of development in the future.
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For her part, Dina Fares, Director of the Digital Transformation Department at Ajman Digital Circle stressed the importance of the “star system” project, as it stems from the department’s strategic plan, and keeps pace with the vision of the Emirate of Ajman, pointing out that it came at the appropriate time, in light of the health conditions the world is going through, which made The presence of efficient and flexible digital services is necessary in order to meet the requirements of customers at any time and against any circumstance.
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She revealed the formation of a "Quality of Services Team", a team that includes a number of competent and impartial experts, whose task is to evaluate the current digital services remotely and from the perspective of the customer, explaining that calculating the method of evaluating services is based on a number of criteria, so to obtain a 5-star rating, it must be The overall result of the evaluation is from 91 to 100 percent, and this requires applying all standards of digital services to websites and applications, and closing all notes in the digital service quality test report, while if the overall result of the service is less than 51 percent, it does not get any classification.
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It is reported that the department is now working on determining the services, while the month of April will witness the process of starting its evaluation, and then announcing the results, as the service will be granted a "certified digital service" certificate that includes the number of stars that it obtained, and this certificate is placed on the site and the application hosting the service.