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Ratings launched for government service centres

posted on 25/02/2014: 1936 views

Vice President and Prime Minister and Ruler of Dubai, His Highness Sheikh Mohammed bin Rashid Al Maktoum, has stressed that all service centres at Ministries and federal institutions will comply with the Star System Rating.

He added that the classification of these centres would be from two stars to seven stars, according to the standards of provision of services to the private sector, noting that external auditors will participate in the rating process to ensure the neutrality of the evaluation panel.

Sheikh Mohammed said the number of stars indicating the rating of a government centre would put be on plates outside the centre so that a client knows the level of service, adding that: "It is the right of every official to know the level of his/her services compared to the rest of the ministries." The remarks were made during the launch of results of the first phase of rating of 75 government centres assessed in accordance with the new Star Rating System. Three government service centres attained a five-star rating.

Sheikh Mohammed also launched the first five-star plate in accordance with the new classification of the service centre in the office of the Ministry of Justice in Abu Dhabi. Some 33 government service centres were rated four stars, while another 39 centres were rated three stars. The assessment process will cover all the customer service centres 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 centres 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 centres. Our objective is to evaluate 400 government service centres in the next months.

He added that the UAE government seeks to compete with the private sector to convey a message to all that the government service centres 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".

He added that the rating of the government service in accordance to the star rating system is an Emirati experience launched by Emirati cadres. "We have asked them to stick to the world's private sector standards when assessing the institutions. Our aim is to make the UAE one of the exporting countries regarding the best world practices in providing the government services," he said.

The project to evaluate the service centres launched by Sheikh Mohammed would achieve a quality shift in the efficiency of government services and elevate them to the international standards.

The event was attended by H.H. Lt. General Sheikh Saif bin Zayed Al Nahyan, Deputy Prime Minister and Minister of the Interior, Mohammed bin Abdullah Al Gargawi, Minister for Cabinet Affairs, Dr. Hadef bin Joan Al Dhahiri, Minister of Justice, Musbeh bin Rashid Al Fattan, Director of office Vice President and Prime Minister and Ruler of Dubai and Khalifa Saeed Suleiman, Director General of Protocol and Hospitality. – Emirates News Agency, WAM


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