Emirates Government Service Excellence Program
In March 2011, His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, launched the Emirates Government Service Excellence Program to promote customer service quality and provide top-notch federal government services in all emirates.
The program was designed to raise the efficiency of government services to a 7-star level by focusing on customer priorities and enhancing government efficiency to achieve customer satisfaction.
UAE Strategy for Government Services
The UAE Strategy for Government Services 2021-2025 aims to boost the UAE’s competitiveness in the services’ sector and position it as the best in the world in rendering government services. It also focuses on enhancing communication and direct interaction between government entities and customers, leveraging international best practices in designing, developing and managing government services, providing seamless digital services, and following applying recommendations to promote services’ efficiency.
More than 60 leaders, employees, representatives of government entities, and a host of experts and global specialists in the field of services participated in developing the UAE Strategy for Government Services.
In line with the strategy, the UAE Government launched its Charter for Future Services in 2021 to set the main principles for designing and providing government services in the UAE.
The UAE Government Charter for Future Services
- 1-Human Centered Services: Providing government services that are tailored to meet human needs, requirements and preferences, and designed with customers’ feedback in mind.
- 2-Digital Services by Default: Providing proactive digital government services to suit future lifestyle.
- 3-Integrated, Varied and Consistent Service Channels: Providing government services through various, integrated and coordinated channels that cater to customer preferences through a unified government interface.
- 4-Seamless and Proactive Experience: Providing bundles of seamless, interconnected and proactive services to the customer on time and before request, based on life events.
- 5-One-time Data Provision: Designing interconnected and integrated government services that request customer data only once.
- 6-Safe Data and Guaranteed Privacy: Protecting the data shared among government entities to keep it safe and ensure customer privacy.
- 7-Listening to Customer’s Voice: Listening to the customer’s voice and ensuring transparency in the evaluation results.
- 8-Value Added Services: Adjusting government fees to reduce costs and increase efficiency in government entities.
The Official Website
Emirates Government Service Excellence Program