UAE: Sheikh Mohammed bin Rashid approves results of star rating system for 124 government service centres
Dubai: His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, today announced the results of the Global Star Rating System for Services 2023, marking the fifth edition of evaluating service centers and the second edition of evaluating contact centers and digital channels in the UAE government.
The comprehensive evaluation covered 124 government service channels, including service centers, websites, smart applications, and call centers across 25 ministries and federal government entities.
Sheikh Mohammed said: “Today, we approved the results of the Global Star Rating System for Services, an assessment that covered 124 channels providing government services through ministries’ buildings, call centers, or digital services. The top six places came in a 6-star rating distributed between the Federal Authority for Identity, Citizenship, Customs and Ports Security and the Ministry of Interior.”
Highlighting the impressive progress achieved in the Western Region, Sheikh Mohammed noted: “Al Dhafra Centre excelled in the Western Region, achieving a remarkable leap in its performance within just one year, moving from a four-star rating to a six-star rating.”
However, not all centers fared well in the evaluation. Sheikh Mohammed said: “The list of the worst centers included the service center of Kalba Hospital, where we have decided to replace its director and requested the Director-General of the Emirates Health Services to be present in the hospital during the next month to improve and develop the services provided to the public.”
He also noted that the Ministry of Energy and Infrastructure Service Centre in Ras Al Khaimah was among the underperforming service centers.
In response to these results, Sheikh Mohammed announced a 60-day deadline for these underperforming centers to enhance their services. He emphasised that the employment contracts of officials in these centers would be reconsidered upon the expiration of this deadline, with potential termination or amendment if improvements were not made.
Sheikh Mohammed reiterated the importance of providing excellent government services, emphasizing that it is a fundamental duty for every government official to interact with the public in a positive manner through various service channels.
The evaluation of 124 service channels, conducted by Emirati experts in the Global Star Rating System for Services, covered 61 service centers, 25 websites, 18 smart applications, and 20 call centers.
Notably, six service centers received a prestigious 6-star rating. Three of these top-rated centers were affiliated with the Ministry of Interior, specifically the Fujairah Traffic and Licensing Service Center, Sharjah Traffic and Licensing Service Center, and Wasit Comprehensive Police Station in Sharjah.
The other three 6-star centers were under the Federal Authority for Identity, Citizenship, Customs and Ports Security, including Al Barsha Customer Service Center in Dubai, Customer Service Center in Al Dhafra, and Al Rashidiya Customer Service Center in Dubai.
Additionally, 29 service centers, including 21 under the Ministry of Interior and 7 under the Federal Authority for Identity, Citizenship, Customs, and Ports Security, received a 5-star rating.
The list of 5-star-rated service centers affiliated with the Ministry of Interior included Ajman Police Traffic and Patrol Department, Comprehensive City Police Station in Fujairah, Kalba Police Station in Sharjah, Industrial Area Police Station in Sharjah, Eastern Region – Sharjah, Al Nuaimiya Comprehensive Police Station in Ajman, Ras Al Khaimah Traffic and Licensing Service Center, Al Mamoura Comprehensive Police Station in Ras Al Khaimah, Al Gharb Comprehensive Police Station in Sharjah, Vehicles and Drivers Licensing Department in Ajman, Al Hamidiya Comprehensive Police Station in Ajman, and Masafi Comprehensive Center in Fujairah, among others.
Among the Federal Authority for Identity, Citizenship, Customs, and Ports Security’s 5-star-rated centers were Al Ain Customer Service Center, Khalifa Customer Service Center in Abu Dhabi, Khalifa Medical City Center for Customer Service, Musaffah Customer Service Center in Abu Dhabi, General Directorate of Residency and Foreigners Affairs in Umm Al Quwain, General Directorate of Residency and Foreigners Affairs in Ajman, and Fujairah Customer Service Center.
4 and 3 stars
Other centers, belonging to various entities, were rated 4 stars and 3 stars, demonstrating a diverse range of service quality across government service centers in the UAE.
Websites, smart apps, and call centers
In addition to evaluating service centers, the assessment covered websites, smart applications, and call centers. The Ministry of Interior stood out with a 5-star-rated website, while 17 other websites, including those of the Telecommunications And Digital Government Regulatory Authority (TDRA), the Ministry of Climate Change and Environment, the Emirates Health Services, and the Ministry of Foreign Affairs, received high ratings.
Among smart applications, the Ministry of Interior received a 5-star rating, while 10 others, such as the Telecommunications And Digital Government Regulatory Authority and the Federal Authority for Identity, Citizenship, Customs, and Ports Security, received 4 stars. Seven applications received 3 stars.
Regarding call centers, none received a 5-star rating, but 6 centers, including those of the Emirates Health Services and the Telecommunications and Digital Government Regulatory Authority, achieved a 4-star rating. Fourteen centers received a 3-star rating.
The UAE government introduced the Global Star Rating System for Services in 2011 to enhance the provision of government services. Since then, it has continuously evolved, and in 2019, new standards were introduced to cover call centers, websites, smart applications, and service centers. These evaluations aim to ensure that government services are of the highest quality, serving the people of the UAE efficiently.
All the results of the evaluation of service centers can be accessed through the 23.gsr.ae website, promoting transparency and accountability in government service delivery.