The UAE is embarking on a new star rating system that will be applied for all of its government service centers. This is aimed to boost the efficiency of government services and bring them on par with international standards.
Dubai Ruler and Vice President and Prime Minister of the UAE Sheikh Mohammed bin Rashid Al Maktoum has stressed that all service centers at ministries and federal institutions will comply with the star rating system.
The number of stars indicating the rating of a government center must display on plates outside the center so that a client knows the level of service.
“It is the right of every official to know the level of his/her services compared to the rest of the ministries,” State news agency WAM quoted Sheikh Mohammed as saying.
Sheikh Mohammed added that the classification of these centers will be from two stars to seven stars in accordance with the standards of provision of services to the private sector. He noted that external auditors will participate in the rating process to ensure the neutrality of the evaluation panel.
The remarks were made during the launch of results of the first phase of rating of 75 government centers assessed in accordance with the new star rating system. Three government service centers attained a five-star rating.
Sheikh Mohammed also launched the first five-star plate in accordance with the new classification of the service center in the office of the Ministry of Justice in Abu Dhabi. Some 33 government service centers were rated four stars, while another 39 centers were rated three stars. The assessment process will cover all the customer service centers in the federal agencies spread across the country by the end of 2014.
Sheikh Mohammed said: “We stated before that we want the government service centers to be like hotels. And today as we start implementation, 5,000 employees have been trained on the new measures of rating. We have so far assessed 75 government centers. Our objective is to evaluate 400 government service centers in the coming months.
He added that the UAE government seeks to compete with the private sector to convey a message to all that the government service centers are innovative and hospitable, noting that “the essential part of the government service is the way to offer it. And the most important of all transactions is the satisfaction of clients.”
Sheikh Mohammed underscored that the value of an employee lies in his/her service to public. “This is our approach, vision and government method.”