WAM FUJAIRAH, 25th Feb. 2014 (WAM) – Federal government customer services centres serve as the real ground of competition between public service providers to deliver world-class services to the local community, Vice President and Prime Minister and Ruler of Dubai, His Highness Sheikh Mohammed bin Rashid Al Maktoum, has said, asserting that the new Star Rating Initiative, which he launched yesterday, will generate true leaders who deserve “our thanks and commendation.” All federal government customer services centres will abide with the Star Rating Initiative. Intended to bring about a quantum leap in the efficiency of government services as per global standards, the system rates public service centres with a number of stars (from two to seven) by placing a special plate at the entrance of each federal customer service centre.
Sheikh Mohammed yesterday inaugurated Phase 1 of the evaluation and classification of 75 government services centres according to the new Star Rating Initiative. Three centres obtained the 5-star rating, and His Highness unveiled the first plate at the Customer Service Centre, Ministry of Justice, Abu Dhabi. 33 centres received a 4-star rating and 39 centres received a 3-star rating. The evaluation and classification process will continue to cover all federal customer service centres by the end of 2014.
Sheikh Mohammed made his remarks during a visit to the Traffic and Licensing Centre in Fujairah to unveil a five-star plate which the centre obtained according to the Star Rating Initiative for customer service centres project.
Sheikh Mohammed pledged to inaugurate the five-star centres himself, saying that diligent work teams deserve praise and appreciation.
The vice president took a tour of the traffic centre, which is run by 173 employee and provides 77 government services to 110,000 people. Last year, the centre processed 200,000 transactions.
During his tour, Sheikh Mohammed thanked the employees for their continuous dedication and diligence to improve public services and promised to revisit them in case they add more stars.
In a speech on the occasion, Sheikh Mohammed bin Rashid said, ”Direct dealing with the customers carries both tremendous challenges and opportunities at the same time and the true leader is one who succeeds on the ground and who can achieve the highest rates of customer satisfaction. This applies to all from the head of the government to the junior employee because criteria of real success in government work is to serve public interest and create opportunities for them to achieve happiness for themselves and their families.” The United Arab Emirates is the first country in the world to adopt this rating system in government services centres based on a comprehensive operational framework that emulates the standards applied in hotels, banks and aviation companies.
The project is part of the Emirates Government Service Excellence Programme and is managed by the Ministry of Cabinet Affairs. It embodies the practical steps to develop government services according to the international standards and rate all federal customer services centres based on the development of services and responding to customers’ requests.
The inauguration ceremony was attended by the Minister of Cabinet Affairs, Mohammed Abdullah Al Gergawi, Director-General of His Highness the Dubai Ruler’s Court, Musabbah Rashid Al Fattan, Director-General of Dubai Protocol Department, Khalifa Saeed Suleiman and Commander-in-Chief of Fujairah Police, Brigadier Ahmed Mohammed Ghanem.