Hamdan bin Mohammed approves 2024 Dubai Government Happiness Indices, Mystery Survey

Photo : Dubai Government Media Office

His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defence of the UAE, and Chairman of The Executive Council of Dubai has given his nod to the results of the 2024 Dubai Government Customer and Employee Happiness Indices, as well as the Mystery Shopper survey findings.

The annual report from the Dubai Government Excellence Programme indicates that government departments within Dubai achieved 93.8% in terms of average customer happiness, employee happiness at 86.7%, and an overall score of 95.8% as shown by the Mystery Shopper survey.
"Under the leadership of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Dubai is the benchmark for new public service excellence standards globally.". These results reflect the hard work and dedication of our government teams, who always strive to exceed the expectations of the people we serve. Dubai's focus on excellence has firmly placed us as a global leader in customer service and governance. These results are proof of our commitment to continuous progress."

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With this, the Dubai Government Excellence Programme is enhancing the assessment systems by combining customer and employee feedback with a general institutional assessment whereby all elements will be in line with the Government Excellence model. The findings will be disseminated during the Dubai Government Excellence Programme award ceremony, which again puts emphasis on public views as the starting point for future service advancements.

Mohammed Bin Rashid Housing Establishment emerged at the top in customer happiness for 2024, with 98.75%. This was followed by Dubai Electricity and Water Authority, with 97.01%, and the Islamic Affairs and Charitable Activities Department, with 96.99%. The highest-performing government entities in terms of employee happiness were the Mohammed Bin Rashid Housing Establishment (96.7%), followed by Awqaf Dubai (96.2%) and the General Directorate of Residency and Foreigners Affairs-Dubai, at 95.3%.

His Highness Sheikh Hamdan congratulated Mohammed Bin Rashid Housing Establishment on good results in terms of customer happiness and employee happiness, indicating consistent top rankings over three years. He commended Dubai Electricity and Water Authority for its performance as well as strong performance by Islamic Affairs and Charitable Activities Department in terms of customer happiness and Awqaf Dubai and the General Directorate of Residency and Foreign Affairs-Dubai with leadership in terms of employee happiness.

The Mystery Shopper survey, which resulted in a score of 95.8 percent satisfaction, becomes a tool used to assess service delivery by governments at service centres, call centers, websites, and mobile apps. It avails insights critical for improving service and operations at the department levels.

The indices for Customer Happiness and Employee Happiness for 2024 were collected using a modern platform that followed the performance indicators, giving full feedback on performance for quality enhancement.

This is the 20th year of the survey, marking two decades of improvement in governance and service delivery. It is through findings from this survey that Dubai has been cemented as a leader in government excellence and service.

Abdulla Mohammed Al Basti, Secretary General of The Executive Council of Dubai, stated, "Our role is to take happiness to people. Data has been an element that the Dubai government continues using to enhance the services to get them over what people expect.".

According to Dr. Hazza Khalfan Al Nuaimi, the head of DGEP, these record-breaking results in 2024 show the commitment of Dubai to continuous improvement. The government will use such insights to innovate and improve the delivery of service even further in the future.

Eman Al Suwaidi, Executive Director of Assessments and Studies, states, "By comparing their methods with global best practice, Dubai ensures that its government services have the mark of being of the world's best, bringing innovative and positive experiences to citizens, residents, and visitors. This supports the drive toward making Dubai the world's happiest city.".