Dubai has once again demonstrated its unwavering commitment to excellence and innovation in public services. The recently unveiled results of the 2024 Customer, Employee, and Mystery Shopper Happiness Study, approved by His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, showcase an exceptional performance by government entities in the emirate. These achievements not only highlight the city’s dedication to citizen-centric governance but also cement its position as a global leader in public service delivery.
Celebrating Top Performers
Leading the pack, the Mohammed Bin Rashid Housing Establishment (MBRHE) earned top honors, achieving a remarkable 96.7% in both customer and employee happiness indices. For three consecutive years, MBRHE has remained a stellar example of excellence, embodying the values of service and dedication that define Dubai’s governance.
Close on its heels, the Dubai Electricity and Water Authority (DEWA) secured an impressive 97.01% in customer happiness, while the Islamic Affairs and Charitable Activities Department (IACAD) followed at 96.99%. In the employee happiness category, Awqaf Dubai and the General Directorate of Residency and Foreigners Affairs (GDRFA-Dubai) earned second and third spots with 96.2% and 95.3%, respectively.
Key Insights from the 2024 Report
The Dubai Government Excellence Programme (DGEP) report revealed that the average customer happiness score across all government entities stands at a remarkable 93.8%. Employee happiness achieved a commendable 86.7%, while the Mystery Shopper Index recorded an exceptional 95.8%.
The Mystery Shopper survey plays a vital role in evaluating service quality across various platforms, including service centers, call centers, websites, and mobile applications. The insights gained from this survey are instrumental in driving continuous improvements in government service delivery.
Commitment to Innovation and Improvement
Sheikh Hamdan commended the exemplary performance of these entities, stating, “Under the vision and guidance of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Dubai continues to set global benchmarks in public service excellence. These results reflect the tireless efforts of our government teams to meet and exceed expectations, ensuring Dubai remains at the forefront of innovation and customer-centric governance.”
To sustain this momentum, Sheikh Hamdan has directed the DGEP team to integrate customer and employee feedback into institutional evaluations. This approach ensures that the voice of the public shapes the future of governance, fostering inclusivity and continuous improvement.
20 Years of Excellence
This year marks the 20th anniversary of Dubai’s Happiness Indices, a testament to two decades of commitment to enhancing governance and service quality. Over the years, these indices have not only refined the standards of public service but also established Dubai as a pioneer in data-driven decision-making.
A Vision for the Future
Looking ahead, Dubai aims to further innovate its service delivery models, leveraging data insights to enhance customer and employee satisfaction. The city’s leadership is determined to create a thriving environment where residents, visitors, and employees experience unparalleled happiness and satisfaction.
As Dubai continues to elevate its governance standards, the achievements of 2024 serve as an inspiring benchmark for future progress. These results underscore Dubai’s relentless pursuit of excellence, solidifying its reputation as a global beacon of innovative and people-focused governance.