Dubai – MENA Herald: The Emirates Government Service Excellence Programme has launched ‘Pioneers for Developing Government Services’, a group that includes about 100 managers of customer service departments in ministries and federal entities.
The group was announced during a workshop to discuss its responsibilities, including its role in developing innovative models of seven-star services. The workshop also looked at ways to raise customer awareness and identify their needs to enhance customer satisfaction levels.
The ‘Pioneers for Developing Government Services’ will contribute to building the culture of excellence in innovative government services and focus on raising customer standards in all service centres. It will also help employees apply the fundamental principles in the provision of quality and efficient services to customers.
Hessa Buhumaid, Executive Director for Government Services Sector at the Prime Minister’s Office, said the launch of the ‘Pioneers for Developing Government Services’ group is aimed at developing innovative mechanisms in the delivery of government services in accordance with international best practices. The initiative comes within the framework of government efforts to upgrade its services to achieve satisfaction and customer happiness in line with Vision 2021, Buhumaid said.
“This elite group will serve as the main driver in the delivery of government services, raising the capabilities of government entities in accordance with international best practices. It will give them an opportunity to exchange experiences and work together to develop integrated services efficiently and effectively,” Buhumaid said.
The Emirates Government Service Excellence Programme workshop highlighted current and future projects that are critical to achieving the goal of developing government services, and introduced a guide on the development of services under the programme as well as the mechanisms for customer satisfaction studies.
The workshop showcased the most prominent developments in Best m-Government Service Award and new categories introduced in the third edition of the award. It also defined the mechanisms used to evaluate customer service centres based on the Star Rating Initiative.
The workshop looked at ways to strengthen the existing work culture focusing on customer satisfaction and developing new projects for government services under smart government standards.
The Emirates Government Service Excellence Programme was launched in March 2011 by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to raise the efficiency of government service delivery to a 7 stars level by focusing on the customer and strengthening government efficiency. In order to achieve this, the programme has identified seven strategic priorities: Customer’s experience; Multiple service delivery channels; Service Integration; Culture of Service; Efficiency of Services; Service Governance; and Innovation in service delivery.