الشارقة 24 – وام:
In a significant announcement, His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, revealed the results of the sixth cycle of the Global Stars System for Government Service Classification for 2026. This recent evaluation encompassed 179 service channels across 27 federal government entities. Notably, the Traffic and Licensing Services Centre in Fujairah, operated by the Ministry of Interior, achieved a remarkable seven-star rating—an unprecedented milestone since the system’s inception 15 years ago.
Commitment to Enhancing Government Services
Sheikh Mohammed emphasised that enhancing government services and improving customer experience remain top priorities within government operations. He underlined the necessity of continually raising the efficiency and quality of services while adopting world-class best practices to meet community expectations and enhance the quality of life for residents.
Outstanding Results in Service Quality
“Today, we have adopted the results of the new cycle of the stars system for classifying the UAE government services, which gauges the quality of our government services and their development based on customer experience,” remarked Sheikh Mohammed. The latest cycle highlighted the Traffic and Licensing Services Centre in Fujairah, which earned a seven-star classification, making it the first service channel to achieve this rating since the system was rolled out in 2011. This accomplishment reflects the evolution of government service systems and enhancements in efficiency, quality, and customer experience.
A Vision for World-Class Services
Sheikh Mohammed further articulated his vision for government services, stating, “We want services that match the best hotels in hospitality, the finest banks in procedural accuracy, and airlines in speed and 24/7 operation. We aspire for a government that anticipates people’s needs, exceeds their expectations, and simplifies their lives.”
Encouraging a Culture of Excellence
Minister of Cabinet Affairs, Mohammed Al Gergawi, affirmed that Sheikh Mohammed’s vision has established a global model for developing government services, focusing on prioritising public service and making customer experience a crucial standard for measuring governmental performance. He stated, “Under Sheikh Mohammed’s guidance, the UAE government has transitioned from merely delivering services to designing comprehensive governmental experiences centred around the individual, anticipating their needs and enhancing their quality of life.”
Continuous Improvement and Future Opportunities
Al Gergawi added that the Global Stars System for Government Service Classification is a primary tool for translating this vision into tangible results. It is more than just a rating system; it is a comprehensive framework for ingraining a culture of service quality and continuous improvement, fostering healthy competition among government entities and motivating teams to deliver more efficient and proactive services. The results of the sixth cycle reaffirm the ongoing progression of the government services framework and present new opportunities for improvement towards achieving the leadership’s vision of offering the best government services worldwide.
Performance Enhancements and Future Directions
The results from the sixth cycle indicated a general improvement in government performance compared to previous assessments. This evaluation involved 179 service channels across 27 federal government entities, including 107 service centres, 49 digital channels, and 23 call centres, marking it as the largest cycle in terms of the number of service channels assessed.
According to the classification results, one service channel achieved a seven-star rating, eight channels attained six stars, and 67 channels received five stars, while 70 channels secured four stars, and 33 channels were rated three stars.
Call centres showed the highest performance improvement, with a 13% increase, followed by service centres with a 5% rise, and digital channels with a 4% enhancement. This progress reflects the government entities’ ongoing efforts to enhance service channels and improve responsiveness to customer needs.
Service centres demonstrated the highest overall performance among the evaluated channels, followed closely by digital channels, indicating consistent advancement in enhancing customer experiences and improving service quality across various governmental platforms.