Abu Dhabi, UAEFriday 3 April 2020

Sheikh Hamdan gives worst government departments two weeks for turnaround plan

The Crown Prince of Dubai will personally follow up on efforts to enhance customer service in the emirate

Sheikh Hamdan says government departments and agencies must meet the expectations of the public. Chris Whiteoak / The National
Sheikh Hamdan says government departments and agencies must meet the expectations of the public. Chris Whiteoak / The National

The Crown Prince of Dubai said underperforming government departments will have two weeks to submit plans to improve.

Sheikh Hamdan bin Mohammed said on Saturday that he would “personally follow up” on efforts being made to enhance customer service in the emirate.

The move comes after the results of a survey designed to evaluate the public’s satisfaction with government entities.

The Customer Happiness Index showed the highest-ranked department was Dubai Electricity and Water Authority, with a 90-per-cent approval rating.

Dubai’s Roads and Transport Authority came second with an approval rating of 89.3 per cent and Dubai Health Authority scored 88.6 per cent.

The worst performing body in the survey was Dubai Public Prosecution, which received a rating of 77.8 per cent.

Dubai Land Department scored 79.6 per cent while Dubai Customs and Dubai Culture were tied at 81.8 per cent. The average score was 85.2 per cent.

In September last year, Sheikh Hamdan promised to publish the survey's findings – based on the views of 24,000 people – with "full transparency".

Writing on Twitter on Saturday, he congratulated departments that had excelled but cautioned those which had not.

“Over the next two weeks, the entities that scored below average in the Customer Happiness Index must submit development plans for their programs and services, and I will personally follow up on progress reports," he said.

“My message to Dubai Government officials and employees is this: A government led by @HHShkMohd [Sheikh Mohammed bin Rashid, Vice President and Ruler of Dubai] should only be driven by exceptional service, settling for no less than top rankings across all indicators.”

Updated: January 19, 2020 01:15 PM

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