After reviewing the results of comprehensive evaluation report
of services in 600 service centers of 29 federal government entities, His
Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister
and Ruler of Dubai, reaffirmed that "government services are windows for
citizens to their governments. Improving and developing services will remain a
He added, "Providing high quality services is a flexible
and changing goal. People’s expectations today are different than they were
five or 10 years ago. A successful government adapts and meets changing
He noted, "We will evaluate services, ministers and general
managers annually. We will also evaluate ministries and entities every year and
present our reports with all transparency."
His Highness Sheikh Mohammed bin Rashid Al Maktoum issued a
directive in July to evaluate government service centers and identify the five
best and worst centers.
Based on the results, Sheikh Mohammed ordered replacing managers
of the worst performing government service centers with efficient managers
highly capable of serving the public in a manner that fits the UAE. He also
ordered general managers of entities and ministries to work on ground in
service centers for a month to identify weaknesses and improve service
performance. Sheikh Mohammed vowed to visit these centers to review their work
He said, "Our government is dynamic, rapidly-changing and
adaptive to people’s aspirations. Those who cannot keep up with us may rest
away from the government field work."
He referred to the ‘Letter of the new season" that stated,
among its six articles, that the right place for officials is in the field,
away from conference halls and forums to enable regular follow-up, evaluation
and implementation of plans and strategies.
His Highness Sheikh Mohammed bin Rashid Al Maktoum noted,
"We live in an open connected word where no one can conceal errors. Every
hardworking individual is a star and an example to follow." He added,
"Field evaluation produces more accurate reports and we seek to invite
citizens to evaluate services, officials and policies that touch their
lives." He reaffirmed, "We have the courage to evaluate ourselves and
our teams because the cost of hiding mistakes is much higher."
The report revealed Fujairah’s Federal Authority for Identity
and Citizenship center as the best performing center, while Sharjah’s Emirates
post, Al Khan Branch, has been named the worst performing center.
Sheikh Mohammed bin Rashid Al Maktoum ordered a two-month salary
reward and 5-star category for teams of the best performing government centers
for their dedication and strive to implement the vision of UAE government work
that is build on excellence and achievement.
The report is the outcome of intensive and comprehensive field
research and visits conducted by work teams directly under the Prime Minister’s
Office. Results were compiled after two months of daily visits to different
government centers across the country, close follow-up on work mechanisms
across the different levels of management and monitoring customer happiness and
satisfaction of services.
Based on the results, His Highness Sheikh Mohammed ordered
replacing the managers of the worst performing government service centers with
efficient and effective managers highly capable of serving the public in a
manner that fits the UAE and implements government’s vision and direction. He
also ordered training managerial cadres of the weak government centers listed
in the worst five and beyond. Managers will receive training courses, giving
the opportunity for work teams in weak and middle-ranking service centers to
improve their performance and restructure their work system to meet the UAE’s
government work criteria ranked among the best in the world.
Sheikh Mohammed also ordered general managers of entities and
ministries to work on ground in service centers for a month to identify
weaknesses closely and improve service performance through drawing necessary
plans. He also directed the formation of a follow-up committee to improve
preventative medicine and identity service centers across the country, given
the importance of this sector in serving the public. A comprehensive evaluation
will also be carried out in private centers that provides services of the
Ministry of Human Resources and Emiratization such as In this context, Sheikh
Mohammed bin Rashid Al Maktoum also directed withdrawing the star system, which
follows a global star rating system of government service centers in the UAE,
from the worst performing centers until a following comprehensive evaluation is
conducted to ensure improved performance.
Sheikh Mohammed bin Rashid Al Maktoum also praised some of the
outstanding employees including Mohammed Al Zohoori of the Traffic Services and
Licensing Center in Ajman, Sara Al Jasmi of Ajman’s Ministry of Education
center, Fatima Al Darmaki of Sharjah’s Wasit Police Station and Mariam Al Zaabi
of Ras Al Khaimah’s Sheikh Zayed Housing Programme Center.
The best five service centers
Sheikh Mohammed bin Rashid Al
Maktoum praised the performance of the best five government service centers for
applying the best practices that meet the Emirates Government Services
The Federal Authority for Identity and Citizenship’s center in
Fujairah The center has ranked the best of the country’s 600 government service
centers for its employee proficiency and flexibility in serving customers and
taking the initiative to develop innovative solutions to overcome challenges
and improve services. The center’s teams worked in efficiency, effectiveness
and speed in serving customers without delay. They prioritized people’s
satisfaction when dealing with other employees and customers, which contributed
to creating a healthy productive environment.
The Ministry of Education center in Ajman The center in Ajman
achieved a high level of commitment and innovation in providing services. It
stood out for its quick and modern services provided using the latest technologies.
Tablets across the center reduced customer waiting time and a mobile platform
finished services in record time. The center management followed the Ministry
of Education’s plan to create a positive environment that brings new innovative
ideas through regular brainstorming sessions. Managers also ensured their
presence on ground to work closely with employees and follow up with customers.
Traffic Services and Licensing Center in Ajman (Ministry of
Interior) The center’s focus lies on customers, standing out for providing
services that met every customer’s needs, in addition to its outstanding
response to senior citizens and facilitating services beyond expectation. The
management’s work centered on dedicating all possible efforts to provide
accurate and quick services that achieve customer satisfaction. The center’s
management ensured adapting to modern technologies and adopting the latest
managerial practices to constantly improve services that increase quality of
life of the UAE society.
Wasit Police Station in Sharjah Ranking among the best
government services was mainly attributed to the center’s unique experience in
presenting a new image of police stations that challenge the general
conception. Managers and employees highly prioritized customer satisfaction in
cutting down routine processes to provide quick services. The center also
provides proactive services that meet public needs using the latest
technologies and offers a direct channel to facilitate communication with its
Sheikh Zayed Housing Programme Center in Ras Al Khaimah The
center stood out for providing quality services that meet customer needs, in
addition to its outstanding customer experience that speeds up transactions and
access to services including parking space for senior citizens and people of
determination. Placing people’s happiness as a top priority was a key
achievement of the center.
The worst five service centers
These centers were named worst
for low performance in meeting the goals and criteria of the Emirates Government
Services Excellence Program.
Emirates Group, Al Khan Branch in Sharjah The Emirates Group
center was named the worst due to its weak employee performance and mechanisms
in providing services. It also revealed low employee happiness in service provision,
which does not reflect the government’s vision in raiding employee and customer
Al Muhaisnah Centre for Preventive Medicine in Dubai (Federal
Authority for Identity and Citizenship) Customers often complained of
inefficient employees who provided slow services, revealing their general
dissatisfaction of the quality of services that fail to respond to their needs.
The number of front-line employees in customer service is low compared to those
present in service booths, which increased waiting time and queues of
General pension and Social Security Authority Center in Sharjah
The quality of services in the center requires improvement given the low
employee performance and initiative in providing quality services that
facilitate customer experience and meet urgent needs, especially that the
center provides services to widows and senior citizens.
Baniyas Centre for Social Affairs, Abu Dhabi (Ministry of
Community Development) Results revealed that managers did not follow the
open-door policy with customers and employees did not sufficiently respond to
customers. Receptionists were barely seen on site to guide customers.
Tawteen Centre in Fujairah (Ministry of Human Resources and
Emiratisation) Results have shown low level of performance as compared to
Ajman’s center where employees are seen explaining services and guiding
customers. The center did not provide receptionists to answer inquiries of
jobseekers and guide them through the necessary process, while employees often
redirect jobseekers into applying online.