Move to raise standard of government services
The UAE government yesterday announced the launch of a year-long Mystery Shopper and Service Excellence programme across ministries and federal authorities, to raise the standard of government services.
The initiative is being implemented with immediate effect and will run until April, 2009.
The announcement was made at the Service Excellence workshop at Shangri-La Hotel in Dubai attended by 86 coordinators from the UAE ministries and federal authorities. In addition to the programme's agenda, participants at the workshop were also provided with a 'how-to' guide, comprising the criteria on which the standards of services would be monitored and measured.
Launched under the directive of His Highness Shaikh Mohammad bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, the initiative falls in line with the UAE Strategy that lists improvements in the government sector and enhanced customer service as its primary objective.
Shaikh Mohammed had earlier directed that the customer satisfaction levels of government services must not rate below 70 per cent, and all efforts must be channelled to reach the target.
The Mystery Shopper and Service Excellence programme will be based on the Universal Model for Service Excellence crafted by Philip Forest, one of the founders of the International Institute for Customer Service in the UK.
Addressing the workshop participants, Forest explained the model in detail and shared examples of how successful its application has been to date in varied industries worldwide.
The Universal Model measures organisations on the basis of the 5 Ps — Policies, People , Processes, Premises and Products/Services. With these and 55 sub-criteria, the model facilitates organisations to benchmark its individual performance, and adopt modern international quality standards and latest administrative principles.
Speaking at the workshop, Ohood Al Roumi, Executive Director of the Prime Minister's Office, said: "Raising the standard of services in government entities is our top-most priority that will lead to enhanced performance levels and customer satisfaction. We are confident the two programmes launched today will spread a culture of quality and excellence, while laying the ground for developing committed and competent human capital."
Hanan Abdullah, Programme Director for the Mystery Shopper and Service Excellence programme, made a detailed presentation on the importance, objectives, methodologies, and the expected roles of coordinators in the ministries. Source
The initiative is being implemented with immediate effect and will run until April, 2009.
The announcement was made at the Service Excellence workshop at Shangri-La Hotel in Dubai attended by 86 coordinators from the UAE ministries and federal authorities. In addition to the programme's agenda, participants at the workshop were also provided with a 'how-to' guide, comprising the criteria on which the standards of services would be monitored and measured.
Launched under the directive of His Highness Shaikh Mohammad bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, the initiative falls in line with the UAE Strategy that lists improvements in the government sector and enhanced customer service as its primary objective.
Shaikh Mohammed had earlier directed that the customer satisfaction levels of government services must not rate below 70 per cent, and all efforts must be channelled to reach the target.
The Mystery Shopper and Service Excellence programme will be based on the Universal Model for Service Excellence crafted by Philip Forest, one of the founders of the International Institute for Customer Service in the UK.
Addressing the workshop participants, Forest explained the model in detail and shared examples of how successful its application has been to date in varied industries worldwide.
The Universal Model measures organisations on the basis of the 5 Ps — Policies, People , Processes, Premises and Products/Services. With these and 55 sub-criteria, the model facilitates organisations to benchmark its individual performance, and adopt modern international quality standards and latest administrative principles.
Speaking at the workshop, Ohood Al Roumi, Executive Director of the Prime Minister's Office, said: "Raising the standard of services in government entities is our top-most priority that will lead to enhanced performance levels and customer satisfaction. We are confident the two programmes launched today will spread a culture of quality and excellence, while laying the ground for developing committed and competent human capital."
Hanan Abdullah, Programme Director for the Mystery Shopper and Service Excellence programme, made a detailed presentation on the importance, objectives, methodologies, and the expected roles of coordinators in the ministries. Source
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