Sheikh Mohammed Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai unveiled the rating plaque at the customer service center of the Dubai International Financial Centre’s Courts. The DIFC’s court has been accredited with a five-star rating, making it the first non-federal entity to receive a five star rating. Customer satisfaction takes the front seat with the latest announcement.
Sheikh Mohammed emphasized the role of having a customer centric approach which is fundamental to the success of any organization. He added that he envisions UAE to be the benchmark for best management practices for service industry. He expressed pride in UAE’s customer service rating system initiative developed by Emiratis.
The rating system is based on a scale of two to seven stars, which will repeat the evaluation process every three years. An independent, impartial and expert body judges and assigns the ratings.
Adopting a comprehensive rating system for government service centers is a step in the right direction to provide premium customer service to residents of the country. This will work towards improving customer satisfaction levels. The benchmarking standards work for various industries including hotels and banks, tapping into operational efficiency and service delivery.
Ministry of Cabinet Affairs, as part of the Emirates Government Service Excellence Programme manages this project. The most important tasks include developing government services based on international standards, which will be aided by assigning ratings to federal customer service centers.