Sheikh Hamdan announces Dubai’s best government entities
The Mohammed bin Rashid Housing Establishment (MBRHE) has achieved remarkable success, topping both the Customer Happiness and Employee Happiness indices for 2024 with a rating of 96.7%. This accolade reflects Dubai’s steadfast commitment to excellence in governance and public service.
Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister, and Minister of Defence of the UAE, recently approved the results of the 2024 Customer, Employee, and Mystery Shopper Happiness Study. The study revealed that the average customer happiness score for all government entities in Dubai exceeds 90%, underscoring the city’s dedication to creating exceptional service experiences.
Top Rankings in Customer Happiness
1st Place: Mohammed bin Rashid Housing Establishment (96.7%)
2nd Place: Dubai Electricity and Water Authority (DEWA) (97.01%)
3rd Place: Islamic Affairs and Charitable Activities Department (IACAD) (96.99%)
Top Rankings in Employee Happiness
1st Place: Mohammed bin Rashid Housing Establishment (96.7%)
2nd Place: Awqaf Dubai (96.2%)
3rd Place: General Directorate of Residency and Foreigners Affairs (GDRFA) (95.3%)
Mystery Shopper Index
The 2024 Mystery Shopper survey, critical in evaluating the quality of government services, recorded an impressive average happiness score of 95.8%. This assessment covered service centres, call centres, websites, and mobile applications, providing a holistic view of customer experience across all touchpoints.
The study, published annually by the Dubai Government Excellence Programme (DGEP), also highlighted these key metrics:
Average Customer Happiness Index: 93.8%
Average Employee Happiness Index: 86.7%
Average Daily Mystery Shopper Index: 95.8%
Focus on Continuous Improvement
The indices were compiled using an advanced online platform designed to track and compare performance. Sheikh Hamdan has directed the DGEP team to develop a comprehensive mechanism to integrate customer and employee happiness studies with institutional assessments, further enhancing the quality of governance.
Congratulating the Mohammed bin Rashid Housing Establishment for maintaining its leadership in happiness indices for three consecutive years, Sheikh Hamdan praised the team’s unwavering commitment to excellence. “This achievement reflects their dedication to delivering high-quality services while fostering an environment where employees and customers feel valued,” he said.
Sheikh Hamdan also lauded DEWA and IACAD for their outstanding customer satisfaction and recognized Awqaf Dubai and the GDRFA-Dubai for their exceptional employee engagement. “These accomplishments exemplify the values of excellence and service that define the Government of Dubai,” he concluded.
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