Abu Dhabi, UAEMonday 10 August 2020

Government officials in Dubai vow to boost customer satisfaction

Results of a new survey revealed the best and worst-performing government departments

Saeed Mohammed Al Tayer, chief executive of DEWA. Chris Whiteoak / The National
Saeed Mohammed Al Tayer, chief executive of DEWA. Chris Whiteoak / The National

Government departments in Dubai have vowed to continue to improve customer satisfaction after the results of a new survey analysing their performance.

Details of the Customer Happiness Index were released on Saturday, with services ranked according to feedback from members of the public.

The aim of the survey, based on reviews from 24,000 people, was to help assess how government entities in the emirate could be enhanced.

Officials said they would take the results of the research on board, and always strive to improve efficiency and customer satisfaction.

This achievement pushes us forward to continue our excellence and our delivery in providing happiness for everyone in Dubai.”

Saeed Mohammed Al Tayer, DEWA chief executive

“We are happy that the Dubai Electricity and Water Authority has been confirmed as one of the top government organisations in Dubai for customer happiness in 2019,” said Saeed Al Tayer, the department’s chief executive.

“This achievement pushes us forward to continue our excellence and our delivery in providing happiness for everyone in Dubai.”

After the release of the survey’s results, Sheikh Hamdan bin Mohammed, Crown Prince of Dubai, congratulated departments that had scored well.

But he also cautioned those who showed signs of needing to improve, and gave officials two weeks to submit plans to increase their efficiency.

Figures from the survey showed the lowest-ranked department was Dubai Public Prosecution, with a score of 77.8 per cent.

It was followed by the Dubai Land Department, which deals with real-estate ownership. It had an approval rating of 79.6 per cent.

Sultan Butti bin Mejren, director general of the DLD, said: “Having embarked on a journey of digital transformation in all its services, DLD is absolutely sure of its ability to provide comfort and happiness to its customers, reaching out to them at any time and place.”

“We will develop and amend our future strategies according to the data provided by the studies.”

Dubai’s Roads and Transport Authority also polled well in the survey, with an approval rating of 89.3 per cent.

Customers can access its services from seven customer centres and leave feedback at 47 metro stations, 11 tram stations and 17 bus stations.

“The RTA will continue to upgrade its services to measure up to customers’ expectations and needs,” said Mattar Al Tayer, director general.

“It will heed to customers’ proposals via different channels such as service and call centres, smart apps as well as others.

“It will also continue to take corrective measures to improve its overall services.”

Updated: January 19, 2020 03:54 PM

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