“It is a new government experiment that is considered the first at the regional level. It aims to redefine the concept of service delivery in the public sector according to higher standards and efficiency in operations that rivals the private sector, especially the hospitality sector. Its focus is to provide superior customer service with speed and ease, and to diversify service channels and innovation in service delivery through government service centers, which number 400 centers.”
His Highness Sheikh Mohammed bin Rashid Al Maktoum Vice President of the UAE, Prime Minister, Ruler of Dubai
2. Translation of Service Centers Classification Project Page
Star Rating Initiative
- Home
- About the Directorate
- Service Centers Classification Project
What is the Customer Service Centers Classification Project? The project was launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President of the UAE, Prime Minister, and Ruler of Dubai in May 2011, with the aim of achieving a qualitative shift in the efficiency of government services and raising them to international levels. Government service centers are classified and awarded a number of stars “from 2 to 7 stars” with a special plaque placed at the entrance of each federal customer service center showing its service level.
What are the objectives of the Customer Service Centers Classification Project?
- Upgrade federal services and customer service centers in line with the UAE Vision 2021.
- Standardize service standards in federal customer service centers.
- Ensure consistency in service delivery across customer service centers.
What is the scope of the Customer Service Centers Classification Project?
- Geographical Scope: Customer service centers in the United Arab Emirates.
- Institutional Scope: Customer service centers affiliated with federal entities. This guide is therefore not directed to centers affiliated with local governments or service centers affiliated with the private sector.
- Service Scope: Customer service centers that provide government services to individuals or companies that fall under the type of procedural or informational services.
What are the criteria based on which customer service centers are classified from 2 to 7 stars?
- Strategic Alignment
- Customers
- Services
- Service Delivery Channels
- Customer Experience
- Service Efficiency and Innovation
- Human Resources
- Technology