Sheikh Mohammed lists UAE's worst, best service centres

Sheikh Mohammed, announcement, government entities, services, UAE, Federal Authority for Identity and Citizenship, Emirates Post Group, Ministry of Community Development

Here's the list.

By Wam

Published: Sat 14 Sep 2019, 12:00 AM

Last updated: Sun 15 Sep 2019, 9:13 AM

His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, has announced the UAE's top five and bottom five government service centres on Saturday, based on his directive back in July to conduct a comprehensive performance evaluation of 600 service centers of 29 federal government entities across the country.

The report revealed Fujairah's Federal Authority for Identity and Citizenship centre as the best performing entities, while Emirates Post's Al Khan Branch in Sharjah was named the worst performing centre.
All teams that fared well in the assessment are set to receive a two-month salary bonus, while the managers of the poor performing centres were replaced.
He underlined that "government services are citizens' windows to their governments".
"Improving and developing services will remain a major priority," Sheikh Mohammed added.
"Providing high-quality services is a flexible and changing goal. People's expectations today are different than they were five or 10 years ago. A successful government adapts to and meets changing expectations," he said.
In line with this, the general managers of entities and ministries were ordered to work on the ground for a month to identify weaknesses and enhance their performance.
Sheikh Mohammed declared: "Our government is dynamic, rapidly changing and adaptive to people's aspirations. Those who cannot keep up with us may rest away from the government field work."
He was referring to one of the articles in the Letter of the New Season, which stated that the right place for officials is in the field, away from conference halls and forums, to enable regular follow-up, evaluation and implementation of plans and strategies.
He also reiterated that "we live in an open, connected world where no one can conceal errors".

The five best entities according to Sheikh Mohammed are:
1. Federal Authority for Identity and Citizenship, Fujairah Centre
The centre has been ranked the best of the country's 600 government service centres for its employee proficiency and flexibility in serving customers and taking the initiative to develop innovative solutions to overcome challenges and improve services.
2. Ministry of Education, Ajman Centre
The centre achieved a high level of commitment and innovation in providing services. It stood out for its quick and modern services provided using the latest technologies. Tablets across the centre reduced customer waiting time and a mobile platform finished services in record time.
3. Ministry of Interior, Traffic and Licensing Ajman Centre 
The centre's focus lies on customers, standing out for providing services that met every customer's needs, in addition to its outstanding response to senior citizens and facilitating services beyond expectation.
4. Ministry of Interior, Wasit Police Station, Sharjah
Its ranking among the best government services was mainly attributed to the centre's unique experience in presenting a new image of police stations that challenge the general conception. The centre also provides proactive services that meet public needs using the latest technologies and offers a direct channel to facilitate communication with its customers.
5. Sheikh Zayed Housing Programme, Ras Al Khaimah Centre
The centre stood out for providing quality services that meet customer needs including parking space for senior citizens and people of determination.
The worst performing entities are as follows:
1. Emirates Post Group, Al Khan, Sharjah Centre
The Emirates Group centre was named the worst due to its weak employee performance and mechanisms. It also revealed low employee happiness in service provision, which does not reflect the government's vision in rating employee and customer happiness.
2. Federal Authority for Identity and Citizenship, Al Muhaisnah Centre for Preventive Medicine, Dubai 
Customers often complained of inefficient employees who provided slow services, revealing their general dissatisfaction of the quality of services that fail to respond to their needs.
The number of front-line employees in customer service is low compared to those present in service booths, which increased waiting time and queues of customers.
3. General pension and Social Security Authority, Sharjah Centre
The quality of services in the centre requires improvement given the low employee performance and initiative in providing quality services that facilitate customer experience and meet urgent needs, especially that the centre provides services to widows and senior citizens.
4. Ministry of Community Development, Social Affairs Abu Dhabi, Baniyas Centre 
Results revealed that managers did not follow the open-door policy with customers and employees did not sufficiently respond to customers. Receptionists were barely seen on site to guide customers.
5. Ministry of Human Resources and Emiratisation, Fujairah Centre
Results have shown low level of performance as compared to Ajman's centre where employees are seen explaining services and guiding customers. The centre did not provide receptionists to answer inquiries of jobseekers and guide them through the necessary process, while employees often redirect jobseekers into applying online.

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