His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President of the UAE, Prime Minister and Ruler of Dubai, launched the “Emirates Programme for Government Service Excellence” in March 2011 to reach new levels in customer service and provide federal government services across the country with the same quality. The programme aims to achieve a qualitative shift in the efficiency of government services through service availability, multiple channels, and speed of completion, ensuring a comfortable experience for all beneficiaries of federal government services, in addition to simplifying procedures and achieving excellence in completing public transactions. The programme includes the following elements:
- Classification of government service centers (from one star to seven stars)
- Unified customer service charter
- UAE Forum for Excellence in Service
- Government services quality guide
- Adoption of standard specifications for government services