His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defence of the UAE, and Chairman of The Govt Council of Dubai, has permitted the 2024 outcomes of the Dubai Authorities Buyer and Worker Happiness Indices. His Highness additionally launched the findings of the Thriller Shopper survey.
The report, issued yearly by the Dubai Authorities Excellence Programme (DGEP), a part of the Normal Secretariat of The Govt Council of Dubai, revealed that Dubai authorities entities achieved a mean buyer happiness score of 93.8%, an worker happiness score of 86.7%, and a Thriller Shopper rating of 95.8%.
Commending the achievements, Sheikh Hamdan mentioned: “Underneath the imaginative and prescient and steerage of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Dubai continues to set new international requirements in public service excellence. These achievements are a testomony to the dedication and drive of our authorities groups, making certain we meet and exceed the expectations of the folks we serve. This focus has firmly positioned Dubai as a world chief in revolutionary and customer-centric governance. The excellent ends in 2024 are a testomony to the energy of our dedication to steady enchancment and excellence in service supply.”
Recognising prime performers
His Highness directed the DGEP crew to proceed enhancing evaluation mechanisms by integrating buyer and worker suggestions with institutional evaluations, enhancing inclusivity and alignment with the classes of the Authorities Excellence mannequin. The outcomes might be unveiled on the Dubai Authorities Excellence Program award ceremony. This method ensures the achievements outlined within the report function a basis for continued progress, with public insights shaping future developments in service supply.
The highest performing authorities entities in buyer happiness for 2024 had been Mohammed Bin Rashid Housing Institution (98.75%), adopted by the Dubai Electrical energy and Water Authority (97.01%) and the Islamic Affairs and Charitable Actions Division (96.99%). In worker happiness, the highest-ranked entities had been the Mohammed Bin Rashid Housing Institution (96.7%), Awqaf Dubai (96.2%), and the Normal Directorate of Residency and Foreigners Affairs – Dubai (95.3%).
HH Sheikh Hamdan bin Mohammed mentioned: “I congratulate the Mohammed Bin Rashid Housing Institution for attaining the best scores in each the Buyer and Worker Happiness Indices. The crew’s skill to persistently rank among the many prime three for 3 consecutive years displays its sustained dedication to delivering high-quality providers whereas fostering an surroundings the place staff and clients really feel valued. I additionally congratulate the Dubai Electrical energy and Water Authority and Islamic Affairs and Charitable Actions Division for excelling in buyer happiness, and Awqaf Dubai and the Normal Directorate of Residency and International Affairs-Dubai for his or her excellent efficiency in worker happiness. These accomplishments exemplify the values of excellence and repair that outline the Authorities of Dubai.”
The 2024 Thriller Shopper survey, which recorded a mean happiness rating of 95.8%, performs a elementary position in assessing the standard of presidency providers throughout a number of touchpoints, together with service centres, name centres, web sites, and cellular functions. Its findings provide actionable insights that assist drive ongoing enhancements and guarantee operational excellence throughout authorities entities.
The Authorities of Dubai Buyer and Worker Happiness Indices had been compiled utilizing a complicated on-line platform that tracks and compares efficiency. This platform gives in-depth insights, enabling authorities entities to establish areas for enchancment and strategically goal efforts to reinforce service high quality.
The 2024 outcomes mark the twentieth anniversary of those surveys, celebrating 20 years of constant progress in enhancing governance and repair supply. Over this era, the findings from the three research—Buyer Happiness, Worker Happiness, and Thriller Procuring—have helped consolidate Dubai’s place as a world chief in authorities excellence, showcasing its proactive and aggressive method to attaining world-class requirements.
World-class providers
His Excellency Abdulla Mohammed Al Basti, Secretary Normal of The Govt Council of Dubai, and Chairman of the Dubai Authorities Excellence Programme, mentioned: “Serving and bringing happiness to folks is a prime precedence in authorities work, as mirrored within the optimistic impressions of residents, residents, and guests, positioning Dubai alongside main international cities. On this period of data-driven decision-making, which represents the longer term wealth of governments, Dubai has pioneered the usage of exact insights to observe engagement and improve providers. We stay dedicated to advancing the federal government ecosystem, enabling entities to excel in delivering revolutionary, world-class providers that exceed expectations whereas strengthening the agility and resilience of the general public sector.”
New areas of growth
Dr. Hazza Khalfan Al Nuaimi, Excellence and Authorities Companies Sector and Coordinator Normal of the DGEP, “The Buyer Happiness Index, Worker Happiness Index, and Thriller Shopper survey achieved record-breaking ends in 2024, reflecting our unwavering dedication to steady growth. Transferring ahead, we are going to leverage these insights to empower authorities entities to innovate additional in service supply whereas refining happiness measurement methodologies to combine actionable suggestions into institutional practices. These efforts will improve efficiency, elevate satisfaction ranges amongst clients and staff, and reinforce Dubai’s place as a world chief in excellence and public providers.”
Eman Al Suwaidi, Govt Director of Assessments and Research on the Normal Secretariat of The Govt Council mentioned: “By benchmarking our methodologies towards international greatest practices, we’ve got prioritised the supply of excellence and innovation within the design and conduct of research, making certain exact insights into the views of the Authorities of Dubai’s clients and staff. This method empowers authorities entities to domesticate a optimistic work surroundings, ship pioneering, world-class providers, and create built-in and revolutionary experiences, advancing Dubai’s imaginative and prescient of turning into the world’s happiest metropolis.”
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