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The launch of automation system's customers satisfaction index of the Government of Dubai

Image : Aref Al Muhairi, CEO of Dubai Statistics Center​

Image : Aref Al Muhairi, CEO of Dubai Statistics Center

In co-operation with Dubai Statistics Center (DSC), Dubai Government Excellence Program has launched Customers Satisfaction Indictor Automation System (CSIAS). The system is considered a smart e-platform aims to gather data regarding customers’ satisfaction survey and the secret shopper of the governmental authorities.

Dr. Ahmed Al Nuseirat, General Coordinator of Dubai Government Excellence Program, has attended and quoted as saying “this is a strategic project in partnership with DSC for automation of gathering data regarding customers’ satisfaction and providing a smart e-platform for such end. This project comes in translation of the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum Vice President, Prime Minister and Ruler of Dubai for smart shift of the Emirate.”

“Launching automated system for the process of gathering the data needed for customers’ satisfaction survey and the secret shopper will facilitate the process of gathering information on the studies as the program will annually carry out more than 12000 inquiries for measuring customers’ satisfaction and secret shopper surveys in 24 governmental entities within the framework of an annual assessment study developed by the program for measuring customers’ satisfaction level in the government in order to know the developments of services provided to the citizens to achieve highest international standards of quality in pursuit of citizens happiness”, he said.

Al Nuseirat expressed thanks to DSC for its efforts and close co-operation in preparation of the system for Dubai Government Excellence Program and the role played in training more than 45 employees of the participating governmental entities on how to use the automated system.

Praise

Aref Al Muhairi, CEO of Dubai Statistics Center, has praised Dubai Government Excellence Program and the great care to be always the pioneer of global excellence awards as the first unique governmental program. Of progress program developmental activities and trends show that it goes to keep at top. Al Muhairi has also praised the joint task force integrating DSC and Dubai Government Excellence Program staff, considering Dubai’s CSIAS as a creative and innovative system comparable to the best practices in such field. The system has been implemented by the joint task force, and the technical processes have been fully completed by IT and Central Statistical Systems Department without seeking any assistance from Consulting or supporting entities.  Al Muhairi confirmed that the DSC strategy set up in 2012 by His Highness Sheikh Mohammed bin Rashid Al Maktoum Vice President, Prime Minister and Ruler of Dubai provide all technical and statistical capabilities of DSC to support all concerned parties in implementation of Dubai strategic plan and joint governmental work which is translated into several strategic initiatives with concerned governmental parties in different sectors. This would help in building an integrated central statistical system based on the best practices adopting unified statistical concepts and methodologies.

Automation System

The governmental entities have been trained on how to use the Automated System, in addition to the mechanism of inserting data for customers’ indictors of governmental authorities in the Emirate of Dubai. 45 representatives of the participating governmental entities involved in the study attended the training workshops including: Awqaf & Minors Affairs Foundation (AMAF), Department of Economic Development, Knowledge and Human Development Authority, Dubai Civil Aviation Authority, Dubai Corporation for Ambulance Services, Community Development Authority, Roads & Transport Authority, Land Department, Dubai Municipality, Public Prosecution, Dubai Chamber of Commerce and Industry, General Directorate of Residency and Foreigners Affairs, Department of Tourism and Commerce Marketing, Dubai Electricity & Water Authority, Dubai Culture and Arts Authority, Mohammed Bin Rashid Housing Est., Islamic Affairs & Charitable Activities Department, Dubai International Airport, Dubai Police, Dubai Courts, Dubai Customs,  Directorate General of Civil Defense – Dubai, Dubai Health Authority and Dubai Media Incorporated. 

The First Globally

It is worth mentioning that the Government of Dubai is the first government worldwide to adopt and apply this integrated system for measuring the level of governmental services through the secret shopper and customers’ satisfaction surveys. In order to ensure the highest level of objectivity and transparency, Dubai’s CSIAS collaborates with one of the globally recognized expertise entities specialized in such field.

 Results of such study survey will be announced during the honoring ceremony of Dubai annual excellence governmental performance award. Moreover, the program delivered a copy of the survey to all concerned governmental entities to help them identifying the aspects that require more efforts focused in order to enhance the performance level in line with the vision and objectives of the Government of Dubai.

Two Issues

The system includes inputs. The study tackles two issues: first, the customers’ satisfaction level about the governmental services provided based on specific standards; second is the secret visits made by the “secret shopper” throughout the year in different times of the day to monitor employees’ actions and behaviors towards the customers during implementation of their duties. A number of various trained experts and ordinary personnel unknown to the governmental entities have been authorized to carry out the secret visits. Such “Secret Shopper”, by submitting their normal transactions, evaluates the nature of services provided by each governmental entity, identifies employee’s behavior, collaboration and assesses the effectiveness of methodology used to provide such services, in addition to utilities and buildings provided by the concerned governmental entities to facilitate services for its beneficiaries. The study was based on the best practices and highest standards followed globally in such field.

45 Participating Parties

The governmental entities have been trained on how to use the Automated System, in addition to the mechanism of inserting data for customers’ indictors of governmental authorities in the Emirate of Dubai. A number of representatives for the participating governmental entities involved in the study attended the training workshops including: Awqaf & Minors Affairs Foundation (AMAF), Department of Economic Development, Knowledge and Human Development Authority, Dubai Civil Aviation Authority, Dubai Corporation for Ambulance Services, Community Development Authority, Roads & Transport Authority, Land Department, Dubai Municipality, Public Prosecution, Dubai Chamber of Commerce and Industry, General Directorate of Residency and Foreigners Affairs, Department of Tourism and Commerce Marketing, Dubai Electricity & Water Authority, Dubai Culture and Arts Authority, Mohammed Bin Rashid Housing Est., Islamic Affairs & Charitable Activities Department, Dubai International Airport, Dubai Police, Dubai Courts, Dubai Customs,  Directorate General of Civil Defense – Dubai, Dubai Health Authority and Dubai Media Incorporated.

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