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Star Rating is open to local, foreign governments: Shaikh Mohammed Staff Report / 2 March 2014 The Star Rating Initiative intends to bring about a quantum leap in the efficiency of government services as per global standards. His Highness Shaikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, has invited UAE’s local governments and other foreign governments to join the Star Rating Initiative for Customer Service Centres, which is similar to the hotel industry’s ratings. Launched last week, the Star Rating Initiative intends to bring about a quantum leap in the efficiency of government services as per global standards. Shaikh Mohammed announced earlier that the Star Rating system is obligatory and will be applied on 400 Federal Government’s service centres. The new rating system will give a number of stars from two stars to seven stars based on world’s private sector standards to indicate the level of service to the clients with the participation of foreign evaluators. Minister of Cabinet Affairs Mohammed Abdullah Al Gergawi said that the UAE Government has received several inquiries about the project from other governments. Accordingly, Shaikh Mohammed has issued his directives to promptly provide all the detailed manuals, guidelines, assessment handbooks and technical support to all local UAE governments and other foreign governments. Al Gergawi explained that the Star Rating Initiative project contains many technical details related to service quality assessment, customer relations management, human resources and technical applications; and all patents and copyrights are officially registered for the UAE Federal Government and approved by the Arab League as standardised specifications for customers’ services. The project aims at changing the concept of the government sector’s services in general in order to be more competitive with the private sector in addition to meeting the needs of the clients. It also establishes a new and transparent model in customer service as well as manages the expectations of the public when dealing with the centres for government services. So far, 75 Federal Government services centres had been evaluated. The classification is based on a comprehensive and integrated operational evaluation processes. By the end of each evaluation, the centre receives detailed recommendations to improve and enhance its services in eight standards: strategic alignment, customer centricity, services, service delivery channels, customer experience, service efficiency & innovation, people and technology. (With inputs from Wam) news@khaleejtimes.com For more news from Khaleej Times, follow us on Facebook at facebook.com/khaleejtimes , and on Twitter at @khaleejtimes Taylor Scott International
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