H.H. Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of The Executive Council of Dubai, affirmed that in line with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, the Government of Dubai continues to measure the happiness levels of employees and residents across Dubai, and set new goals for excellence as part of its objectives of enhancing Dubai’s competitiveness and leadership in government services.
Sheikh Hamdan made the remarks as he approved the results of the Government of Dubai Customer and Employee Happiness surveys, which are reviewed on an annual basis by the Dubai Government Excellence Programme, launched by the General Secretariat of The Executive Council of Dubai. The Dubai Government Excellence Programme shared the final reports with the participating government entities to use them as a benchmark and continually strive to improve results. The scores are shared with the community every year on 18 January as part of raising levels of transparency and quality of services.
Commenting on the scores, His Highness said: “The results of the Government of Dubai Employees and Customers Happiness Indices for 2021 reflect the high standards of excellence that His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, has instilled in the government sector and His Highness’s vision for providing the world’s best government services to the Dubai community. Our ability to achieve His Highness’s vision is clearly demonstrated by the progress seen in the results. The Employee Happiness Index and Customer Happiness Index reached 88% and 86.3%, respectively, with customer satisfaction increasing from 2020 ratings.”
His Highness Sheikh Hamdan bin Mohammed commended the efforts of the entities that achieved the highest ratings in the Employee Happiness Index, including: -Dubai Police Force who achieved a score of 96.6%.
-Public Prosecution who registered a rate of 94.7%.
-General Directorate of Residency and Foreigners Affairs of Dubai with a rate of 94.1%.
The Crown Prince also praised the efforts of the entities ranked highest in the Customer Happiness Index, including: -Dubai Chamber of Commerce and Industry with a rate of 91.9%.
-Dubai Customs Department with a percentage of 91.8%.
-Dubai Police Force with a percentage of 91.3%.
H.H. Sheikh Hamdan bin Mohammed called on government entities to review the results and strengthen efforts to fulfill the expectations and aspirations of employees and customers. He stressed on the importance of engaging customers and improving performance to achieve the highest levels of satisfaction and happiness, which directly contribute to raising standards of excellence in government operations and meeting the topmost benchmarks of global competitiveness.
He added: “Serving people and ensuring customer happiness are the very foundation of government work, and we have the utmost confidence in our employees. We have constantly worked on enhancing our administrative approach, with service as the cornerstone of our activities, guided by the vision of His Highness Sheikh Mohammed bin Rashid to raise happiness levels in the Dubai community.”
H.H. Sheikh Hamdan bin Mohammed reviewed the results of the Government of Dubai Employee Happiness Index presented by the Dubai Government Excellence Program, and the electronic platform that includes the indices’ results for all government entities. The Dubai Government Employee Happiness Index stood at 88%; the core index includes five sub-indicators.
H.H. also reviewed the results of the Government of Dubai Customer Happiness Index, which has been continually evaluated for more than 17 years. The Index has achieved steady growth and seen high ratings compared to global benchmarks, with a score of 86.3% in 2021. The level of confidence of customers in the services provided by the Dubai government has increased to 95.9%. The indicator includes seven sub-criteria for evaluation.
Throughout 2021, the Dubai Government Excellence Program developed the customer happiness study while separating the components on the “mystery shopper” and “society’s opinion” from it so that the customer happiness index can more closely reflect customers’ opinions and the extent of their happiness. The Program continued to integrate the results of the instant happiness index for services provided through websites and smart applications, which is handled by the Dubai Digital Authority.
Last year, the Dubai Government Excellence Program added institutional flexibility and speed of response to change, crises and emergencies in government entities as a criterion to measure the extent to which customers are satisfied with the measures taken by government entities, ensuring the continuity of services, and maintaining the health and safety of customers during the COVID-19 pandemic.
To ensure government entities are continually progressing and developing their services, the Dubai Government Excellence Program developed an electronic platform for calculating and displaying the results of the study, which enables users approved by government entities to view the detailed results of the entity in relation to the happiness of customers and the mystery shopper, compared to the average at the level of the Government of Dubai. Users can also compare the entity’s results in the previous year and review the results of each channel or centre from which the service was provided.