Star Rating System has been launched for service delivery channels offered by Government of Dubai by Sheikh Hamdan bin Mohammed Bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council of Dubai. The main aim behind launching of this rating system is to improve the quality of services offered by the government to maximize levels of customer satisfaction.
The new system also contributes to the vision of Smart Government originally initiated by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai. Speaking on the launch of the system, His Highness Sheikh Hamdan said the aim was to provide high quality of customer experience across all service delivery channels of the government.
According to WAM, six new categories of ‘Hamdan bin Mohammed Award for Smart Government’ have also been added. The addition of these new categories aims to increase government departments’ capacity to better serve customers and reward for performance of outstanding officials.
This will result in a competition between different service channels, as they will be competing in order to deliver better quality services to customers. There is a thorough and comprehensive evaluation criteria set while keeping “Dubai Model” in perspective that has been devised by some of the internationally recognized organizations. There are several aspects of service included to make it as holistic and complete as possible including user experience at service centres, smartphone applications and websites. Here are the detail of stars awarded at different levels of customer satisfaction.
- Platinum Centre – 7 Stars
- Gold Centre (Model Centre) – 6 Stars
- Silver Centre (Excellent Centre) – 5 Stars
- Bronze Centre (Qualified Centre) – 4 Stars
Let us have a look at the individual categories for competing.
- Best m-Government Service Award
- Best Service Star Award
- Best Service Centre Manager/Director Award
- Best Service Centre
- Best Call Centre Award
- Best Call Centre Manager Award
- Best Website
- Best Website/Smartphone Application Manager