Three of the Emirates Identity Authority’s customer services centres located in Al Barsha, Al Ain and Al Rashidiya have been conferred the 5-star rating as per the international rating system for services. Meanwhile, five of the customer services centres – Al Wahda, Umm Al Quwain, Madinat Zayed, Al Karama and Sharjah – won the 4-star rating.
This came in the wake of HH Sheikh Mohamed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, approving the results of the rating of the customer services centres under the federal government. This was announced after HH Sheikh Mohamed visited the Al Barsha Centre and unveiled the plaque for its five star rating in the presence of HH Sheikh Hamdan Bin Mohamed Bin Rashid Al Maktoum, Crown Prince of Dubai, HH Sheikh Maktoum Bin Mohamed Bin Rashid Al Maktoum, Deputy Ruler of Dubai, HH Sheikh Hazza Bin Zayed Al Nahyan, National Security Advisor and Chairman of the Emirates Identity Authority, General HH Sheikh Saif Bin Zayed Al Nahyan, Deputy Prime Minister, Minister of Interior and Vice Chairman of the Emirates Identity Authority and HE Mohamed Abdullah Al Gargawi, Minister of Cabinet Affairs.
HH Sheikh Mohamed Bin Rashid Al Maktoum listened to a presentation by Jasim Mohamed Al Raisi, Manager of the Al Barsha Centre, about the services offered by the Centre and the procedures followed in order to improve the standards of services. The presentation was made in the presence of HE Uhud Al Roumi, Director General of the office of the Prime Minister and HE Dr. Saeed Abdullah Al Ghafli, Director General of the Emirates Identity Authority. His Highness stressed that the government services centres in the country received more than 30 million customers annually and completed 150 million transactions. “The government has concluded the rating of the services centres in line with the system followed in rating hotels and this marks a new phase. This is aimed at letting the customers know the standards of the expected services and the services providers know where they stood in comparison to their counterparts. This is necessitated because transparency is the key to development and not because we flatter ourselves,” he explained.
His Highness continued: “The UAE today is the only country in the world that classifies its services centres in line with the hotel rating system. The customers are our guests and deserve the best. The objective behind the star rating system is to let all government entities compete with each other in providing the finest services to their customers. It is also aimed to making the customers a part and parcel of the development of their government.”
His Highness added: “We launched before two years a new phase in which the government competed with the private sector in the quality of services. Now we have a star rating system endorsed internally. We also have a new spirit of competitiveness among our staff. We are insistent that the level of satisfaction among our customers should be the best.”
Yesterday, His Highness Sheikh Mohamed Bin Rashid Al Maktoum approved the results of the assessment of all the customers’ services centres operating under the federal government. The assessment was in line with the international star rating system for services. Five centres won the 5-star gradation, 44 of them 4-star and 83 centres 3-star.
His Highness was briefed by Hissa Bu Humaid, Executive Director of Government Services Development in the Prime Minister’s Office, on the system of assessment, the results, and the methods for the same which are endorsed in cooperation with objective international partners, in addition to the upcoming steps to implement the system in local government entities and a number of private sector organizations.
His Highness emphasized the importance of the role of the government services centres and said: “My message to all working teams in the government services centres is that their work is not just a routine job, but a valuable service to their country and to the enhancement of its image and reputation. It is also a principal contribution in building the future of their country. We are all an army in the service of the UAE in our respective fields of work.”
He added: “Our ambition is always to make the UAE exporter of the best international practices. The rating of government services centres in line with the star rating system is a distinguished UAE experience and the first of its kind in the world. Our sons have innovated and executed it. In less than two years it has become an example to be emulated in and outside the country.”
His Highness Sheikh Mohamed Bin Rashid Al Maktoum announced in February last year the results of the first phase of the international star rating system which involved 75 centres. Four of the Emirates ID’s services centres received 4-star rating then – Ajman, Fujairah, Ras Al Khaimah and Al Barsha.
A neutral international organization executes the star rating program in which the centres are rated according to the levels of services and given rating from 2-star to 7-star. The rating will be displayed at the entrance of the centres. A certificate also will be issued. The performance of the rated centres will be continuously monitored using mystery shopper method and customer satisfaction surveys.
Operations & Services Quality & Efficiency Development of Services and Centers