Sheikh Hamdan Announces Dubai's Top Government Entities for 2024
Dubai’s government entities have once again demonstrated exceptional performance, with a customer happiness rating of 90% or higher, according to the 2024 Customer, Employee, and Mystery Shopper Happiness Study. The results, approved by Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Deputy Prime Minister of the UAE, highlight the consistent dedication of government bodies to improving services and employee satisfaction.
The Mohammed bin Rashid Housing Establishment (MBRHE) leads the list, securing the highest ratings for both customer and employee happiness at 96.7%. Following MBRHE, Dubai Electricity and Water Authority (DEWA) ranked second with a customer happiness rating of 97.01%, while the Islamic Affairs and Charitable Activities Department (IACAD) claimed third with a rating of 96.99%.
In the employee happiness category, Awqaf Dubai earned the second spot with 96.2%, while the General Directorate of Residency and Foreigners Affairs (GDRFA) secured third place with a rating of 95.3%. These ratings reflect Dubai’s government’s commitment to delivering high-quality services while prioritizing the well-being of its workforce.
The Dubai Government Excellence Programme (DGEP), which annually releases the study, also reported that the average customer happiness index for Dubai government entities stands at 93.8%, while employee happiness is at 86.7%. The Mystery Shopper Index, which assesses government services across multiple touchpoints such as service centers, call centers, and mobile apps, recorded a remarkable 95.8% average happiness score.
Sheikh Hamdan praised the MBRHE for maintaining top rankings in both customer and employee satisfaction for three consecutive years, emphasizing its consistent commitment to excellence. He also congratulated DEWA, IACAD, Awqaf Dubai, and the GDRFA for their impressive achievements in the study, showcasing the values of service, innovation, and employee engagement that define Dubai’s government.
The Dubai Crown Prince also directed the Dubai Government Excellence Program team to develop a comprehensive mechanism to integrate these happiness studies into institutional assessments, further ensuring the continuous improvement of services.
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