The UAE has announced the best and worst government service centres in the country.
While the best were recognised with a six-star rating in an official review, the worst-performing centres will be given 60 days to improve or officials may lose their jobs.
Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai, announced the 2023 evaluation of results of the Government Global Star Rating System for Services in the UAE.
UAE service centre reviews
The evaluation covered 124 government service channels, distributed across service centres, websites, smart applications, and contact centres of 25 federal ministries and entities.
Sheikh Mohammed said that the top six centres received a six-star rating, including the Federal Authority for Identity, Citizenship, Customs and Ports Security, and the Ministry of Interior, noting that Al Dhafra Centre in the Western Region performed exceptionally, achieving a six-star rating as compared to a four-star rating last year.
Sheikh Mohammed noted that the worst-performing centres were given a 60-day grace period to improve service quality, with a second evaluation to be conducted after that period to decide on whether to make changes in the management teams at these centres.
In a message to more than 11m followers on social media, Sheikh Mohammed said: “The list of the worst centres included the service centre 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 added that the Ministry of Energy and Infrastructure Service Centre in Ras Al Khaimah was among the worst-performing service centres in the UAE.
Employment contracts of officials will be reviewed following the 60-day improvement deadline, with poor performers facing the sack or amended terms.
He also noted that outstanding government service is a right of people residing in the UAE that must not be compromised.
Positive interaction with the public through service channels is a main duty of every government official.
The UAE Government launched the Global Star Rating System for Services (gsr.ae) in 2011 to bring about a quantum leap in the efficiency of government services as per global standards.
This system was upgraded in 2019 to include contact and service centres, websites and smart applications.
Service channels are evaluated and given a classification and evaluation report, which includes results of the customer satisfaction survey and mystery shoppers.
Six-star service centres in UAE
- Fujairah Traffic and Licensing Service Centre
- Sharjah Traffic and Licensing Service Centre
- Sharjah Comprehensive Police Station
- Al Barsha Customer Service Centre
- Al Dhafra Customer Service Centre
- Al Rashidiya Customer Service Centre
Five-star service centres in UAE
- Ajman Police Traffic and Patrol Department
- Fujairah Comprehensive City Police Station
- Kalba Police Station
- Sharjah Industrial Area Police Station
- Ajman Al Nuaimiya Comprehensive Police Station
- Ras Al Khaimah Traffic and Licensing Service Centre
- Al Mamoura Comprehensive Police Station
- Al Gharb Comprehensive Police Station
- Ajman Vehicles and Drivers Licensing Department
- Ajman Al Hamidiya Comprehensive Police Station
- Masafi Comprehensive Centre
- Al Ain Customer Service Centre
- Khalifa Customer Service Centre, Abu Dhabi
- Khalifa Medical City Centre for Customer Service
- Musaffah Customer Service Centre, Abu Dhabi
- Umm Al Quwain General Directorate of Residency and Foreigners Affairs
- Ajman General Directorate of Residency and Foreigners Affairs
- Fujairah Customer Service Centre
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