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Dubai Government achieves 93% customer satisfaction and 88% employee satisfaction rating by 2023

His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council of Dubai, today approved the results of the 2023 Dubai Government Customer and Employee Happiness Indices.

According to the report, issued by the Dubai Government Excellence Program (DGEP), an initiative of the General Secretariat of the Executive Council, Dubai government entities achieved an average customer happiness index of 93 percent, while the average employee happiness index remained at 88 percent until 2023.

Sheikh Hamdan welcomed the results of the report, highlighting that the government’s constant efforts to improve its performance are in line with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubaito offer exemplary public services.

Commending the achievements outlined in the report, Sheikh Hamdan saying,

“The Government of Dubai has created a global model of public services and each of its achievements is a springboard to even greater achievements. I am proud of all Dubai government entities for achieving customer satisfaction levels above 90 percent and raising the average to 93 percent. The Government of Dubai works tirelessly to improve its services, driven by the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, and we are fully committed to continued development.”

He congratulated the entities that topped the customer satisfaction assessments, with the Mohammed bin Rashid Housing Establishment (97.7 percent), Dubai Electricity and Water Authority (96.7 percent) and the Dubai Services Corporation Dubai Ambulance (96.1 percent) in the lead.

Better performance

Sheikh Hamdan described people as the most valuable asset of government entities, emphasizing the importance of developing human capabilities and encouraging people to be proactive to make the most of opportunities and address challenges. Overall happiness levels among government employees averaged 88 percent through 2023. The best entities in terms of achieving employee happiness were the General Directorate of Residency and Foreign Affairs (95.17 percent), followed by the Establishment Mohammed bin Rashid Housing Authority (94.91 percent) and the Foundation and Minors Trust Foundation (Awqaf Dubai) (94.51 percent).

Sheikh Hamdan expressed his gratitude to government employees, saying:

“Their exceptional efforts are appreciated and are a source of enormous pride for Dubai. By giving your best to the people of this emirate, you are enhancing Dubai’s leadership in the field of exceptional government services.”

He called on employees to remain dedicated in all efforts to reinforce Dubai’s global position as a preferred destination to live and work, and strengthen the government’s international reputation for efficiency, innovation, people-centered agendas, foresight and preparation for the future.

His Highness also released the results of the mystery shopper study, which put the level of happiness in government entities at an impressive average of 94.8 percent. Since the implementation of the new Mystery Shopping model, a significant improvement in results has been observed, underscoring the commitment of government entities to align with leadership directives and prioritize customer happiness.

Abdulla Mohammed Al Basti, Secretary General of the Dubai Executive Council and Chairman of the Dubai Government Excellence Programsaying,

“Dubai has set exceptional international benchmarks for government services through its focus on the happiness of its customers and employees. The Government of Dubai has surpassed 90 percent in customer satisfaction, reaffirming the high level of public services achieved by the emirate. “January 18 every year has become a much-awaited occasion: the Government of Dubai announces the results of the Dubai Government Customer and Employee Happiness Indexes.”

Dr. Hazza Khalfan Al Nuaimi, General Coordinator of the Excellence Program of the Government of Dubai, saying,

“The Customer Happiness Index, the Employee Happiness Index and the Daily Mystery Shopper results are mechanisms that have been created based on two decades of continuous development and innovation in government performance. Government excellence in Dubai is based on clear performance indicators and assessment tools that accurately reflect the standard of government work and services. Our ultimate goal is to improve government performance and improve efficiency, integration and excellence at all levels.”

Oriented towards constant improvements

The results of the Dubai Government Client and employee happiness rates They were added through an online platform, which compares the government’s performance with previous years. The platform categorizes results, helping government entities focus their efforts on areas that require improvement.

The 2023 results build on more than 20 years of progress, with the aim of further aligning the Government of Dubai with global best practices. The results of the three studies that make up the report (customer happiness, employee happiness and mystery shopping) have recorded constant improvements year after year and are on par with the highest global standards.

News source: Emirates News Agency

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