In a continuous effort to enhance public service delivery, the United Arab Emirates (UAE) has implemented rigorous evaluations of its government service centers. These assessments aim to identify both exemplary performers and areas requiring improvement, ensuring that citizens receive the highest quality of service. This article delves into the outcomes of these evaluations, the subsequent actions taken, and the broader implications for public administration within the UAE.
Sheikh Mohammed’s Directive for Service Evaluation
In July 2019, His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, mandated a comprehensive performance evaluation of 600 government service centers across 29 federal entities. The objective was to foster a culture of transparency and accountability within public services, aligning with the UAE’s vision of excellence in governance.
Outcomes of the Evaluation
The evaluation revealed significant disparities in service quality among various centers:
Top Performers:
- Federal Authority for Identity and Citizenship, Fujairah Center: Recognized for its proficient and flexible staff, the center demonstrated innovative solutions to challenges, significantly enhancing customer satisfaction.
- Ministry of Education, Ajman Center: Lauded for its commitment to innovation, this center utilized modern technologies to expedite services, reducing waiting times and improving overall efficiency.
- Ministry of Interior, Traffic and Licensing Center in Ajman: Focused on customer-centric services, the center provided tailored solutions, especially for senior citizens, ensuring a seamless service experience.
- Ministry of Interior, Wasit Police Station in Sharjah: Redefining traditional perceptions of police stations, it offered proactive services using advanced technologies to meet public needs effectively.
- Sheikh Zayed Housing Programme, Ras Al Khaimah Center: Noted for its quality services, the center catered to specific customer needs, including provisions for senior citizens and individuals with special needs.
Underperformers:
- Emirates Post Group, Al Khan Branch in Sharjah: Identified as the lowest performer due to weak employee performance and lack of engagement, leading to diminished customer satisfaction.
- Federal Authority for Identity and Citizenship, Al Muhaisnah Center for Preventive Medicine in Dubai: Customers reported inefficient services and extended waiting times, highlighting a need for operational improvements.
- General Pension and Social Security Authority, Sharjah Center: The center’s services were deemed inadequate, particularly in addressing the needs of vulnerable populations such as widows and senior citizens.
- Ministry of Community Development, Social Affairs Abu Dhabi, Baniyas Center: A lack of managerial engagement and insufficient customer guidance were among the critical issues identified.
- Ministry of Human Resources and Emiratisation, Fujairah Center: The absence of receptionists and inadequate support for job seekers were noted as significant shortcomings.
Immediate Actions Taken
In response to the findings, Sheikh Mohammed ordered immediate managerial changes in the underperforming centers, appointing leaders capable of driving improvement. Additionally, teams from the top-performing centers were rewarded with a two-month salary bonus, recognizing their dedication to excellence. General managers were instructed to closely monitor and enhance their entities’ performance within a month, with Sheikh Mohammed expressing his intent to conduct follow-up visits.
Emphasis on Customer Happiness
Sheikh Mohammed underscored that customer happiness is central to successful government operations. He emphasized that government services are the citizens’ interface with their government, and improving these services remains a top priority. He stated, “Focusing on customer happiness and providing an exceptional customer service experience is key to the success of government work.”
Initiatives to Reduce Bureaucracy
In a further effort to enhance efficiency, Sheikh Mohammed launched the “Zero Government Bureaucracy” program. This initiative aims to eliminate 2,000 government procedures and reduce service delivery times by at least 50% within a year. He highlighted that procedures are designed to serve people and simplify their lives, and bureaucracy is a significant obstacle to service development. The program seeks to streamline operations, improve service efficiency, and elevate the quality of life for UAE citizens.
The UAE’s proactive approach in evaluating and enhancing its government service centers demonstrates a steadfast commitment to excellence and public satisfaction. By recognizing both strengths and areas for improvement, implementing swift corrective actions, and launching initiatives to reduce bureaucracy, the UAE continues to set a global standard in public administration. These efforts not only improve the quality of services but also strengthen the trust and confidence of citizens in their government.
