Dubai: His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the United Arab Emirates and Ruler of Dubai, today announced the results of the Global Service Star Rating System 2023, marking the fifth edition of the evaluation of service centers and the second edition. to evaluate contact centers and digital channels in the UAE government.
The comprehensive assessment covered 124 government service channels, including service centers, websites, smart applications and call centers in 25 ministries and federal government entities.
Sheikh Mohammed said: “Today we approved the results of the Global Star Rating System for Services, an evaluation that covered 124 channels that provide government services through ministry buildings, call centers or digital services. The top six places came in a order of 6 star rating distributed between the Federal Authority for Identity, Citizenship, Customs and Port Security and the Ministry of the Interior.”
Highlighting the impressive progress made in the Western Region, Sheikh Mohammed noted: “Al Dhafra Center stood out in the Western Region, achieving a remarkable jump in its performance in just one year, moving from a four-star rating to a six stars.”
However, not all centers obtained good results in the evaluation. Sheikh Mohammed said: “The list of the worst centers included the Kalba Hospital service center, where we have decided to replace its director and requested the Director General of Emirates Health Services to be present at the hospital for the next month to improve and develop the services provided to the public.”
He also noted that the Ministry of Energy and Infrastructure Service Center in Ras Al Khaimah was among the underperforming service centers.
60 day period
In response to these results, Sheikh Mohammed announced a 60-day deadline for these underperforming centers to improve their services. He emphasized that the employment contracts of officials at these centers would be reconsidered once this deadline expires, with potential termination or modification if improvements are not made.
Sheikh Mohammed reiterated the importance of providing excellent government services and emphasized that it is a fundamental duty of every government official to interact with the public positively through various service channels.
The evaluation of 124 service channels, carried out by Emirati experts on the Global Star Rating System for Services, covered 61 service centers, 25 websites, 18 smart applications and 20 call centers.
In particular, six service centers received a prestigious 6-star rating. Three of these top-rated centers were affiliated with the Ministry of Interior, specifically the Fujairah Traffic and Licensing Service Centre, Sharjah Traffic and Licensing Service Centre, and Wasit Comprehensive Police Station in Sharjah.
The other three 6-star centers were under the Federal Authority for Identity, Citizenship, Customs and Port Security, including the Al Barsha Customer Service Center in Dubai, the Customer Service Center in Al Dhafra and the Customer Service Center Al Rashidiya in Dubai.
In addition, 29 service centers, including 21 under the Ministry of the Interior and 7 under the Federal Authority for Identity, Citizenship, Customs and Port Security, received a 5-star rating.
The list of 5-star rated service centers affiliated with the Ministry of Interior included Ajman Police Traffic and Patrol Department, City Comprehensive Police Station in Fujairah, Kalba Police Station in Sharjah, Industrial Area Police Station in Sharjah, Eastern Region – Sharjah, Al Nuaimiya Comprehensive Police Station in Ajman, Ras Al Khaimah Traffic and Licensing Services Center, Al Mamoura Comprehensive Police Station in Ras Al Khaimah, Al Gharb Comprehensive Police in Sharjah, Department of Driver and Vehicle Licensing in Ajman, Al Hamidiya Comprehensive Police Station in Ajman, and the Masafi Comprehensive Center in Fujairah, among others.
Centers with 5-star ratings from the Federal Authority for Identity, Citizenship, Customs and Port Security include Al Ain Customer Service Centre, Khalifa Customer Service Center in Abu Dhabi, Khalifa Medical City Customer Service and Musaffah Customer Service Center in Abu Dhabi. , General Directorate of Residency and Foreigners Affairs in Umm Al Quwain, General Directorate of Residency and Foreigners Affairs in Ajman and Fujairah Customer Service Center.
4 and 3 stars
Other centers, belonging to various entities, received 4- and 3-star ratings, demonstrating a diverse range of service quality across government service centers in the UAE.
Websites, smart apps and call centers
In addition to evaluating service centers, the evaluation covered websites, smart applications and call centers. The Home Office stood out with one 5-star rated website, while 17 other websites, including those of the Telecommunications and Digital Government Regulatory Authority (TDRA), Ministry of Climate Change and Environment, Health Services from the Emirates and the Ministry of Foreign Affairs, received high marks.
Among smart apps, the Ministry of the Interior received a 5-star rating, while 10 others, such as the Telecommunications and Digital Government Regulatory Authority and the Federal Authority for Identity, Citizenship, Customs and Port Security, received 4 stars. Seven applications received 3 stars.
As for the call centres, none received a 5-star rating, but 6 centres, including those of Emirates Health Services and the Telecommunications and Digital Government Regulatory Authority, achieved a 4-star rating. Fourteen centers received a 3-star rating.
The UAE government introduced the Global Service Star Rating System in 2011 to improve the delivery of government services. Since then, it has continually evolved and in 2019, new standards were introduced to cover call centers, websites, smart applications and service centers. These assessments aim to ensure that government services are of the highest quality and serve the people of the UAE efficiently.
All service center assessment results can be accessed through the 23.gsr.ae website, promoting transparency and accountability in the delivery of government services.