x Abu Dhabi, UAESunday 23 July 2017

'Secret shoppers' to visit Abu Dhabi agencies in bid to improve services

Undercover inspectors will visit Abu Dhabi government bodies and file reports to the Executive Council about the quality and efficiency of the services delivered.

A "secret shopper" programme has been launched by the Abu Dhabi Government.

The programme will pinpoint shortcomings and highlight strengths in the quality of services offered by government agencies, Abu Dhabi's top executive body said yesterday.

The programme will continue "throughout this year and the coming years".

Undercover inspectors will visit Abu Dhabi government bodies and file reports to the Executive Council and its affiliate committees about the quality and efficiency of the services delivered.

The goal is to identify areas that need further improvement and encourage high-performing entities so government services are developed in line with the emirate's priorities, said Yasir Ahmad Al Naqbi, director of the Abu Dhabi Excellence Programme at the Executive Council's general secretariat.

The programme comes as a "qualitative addition" to an existing customer services assessment project involving 49 government agencies across Abu Dhabi.

Through the existing project, about 45,000 government employees and more than 18,400 customers have been interviewed through questionnaires about their views on 97 government services.

The new programme will allow a deeper understanding of customer expectations, opinions and satisfaction through the appraisal of 70 core government services, Mr Al Naqbi said.

The regional and international prestige of Abu Dhabi makes developing customer service a matter of priority, he said.

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