UAE lanuches Customer Charter for Ministries and Federal Bodies

His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, said that excellence in government services is a strategic priority for the UAE and a duty for all those working in the federal government, adding that the culture of excellence is a key element of the federal government’s vision to develop services focused on customers.

Sheikh Mohammed launched the Customer Charter of the federal government, which is aimed at raising the standards excellence and competitiveness in the government to new levels, in line with the global best practices in service excellence across the public and private sectors.

Highlights of the UAE Customer Charter

Our Commitment to You

  • We will treat you with courtesy, respect and a smile
  • You will receive high standards and fair service
  • We will cater to your needs professionally and to the best of our ability
  • We will provide our services through a helpful and knowledgeable team that is understanding and capable of answering your questions
  • We will provide you with service requirements, realistic expectations and completion times for each service
  • You will be attended to in a timely manner
  • We will reduce the number of steps required to complete a service in the easiest and most efficient manner
  • We will provide you with accurate information and error-free service
  • We will provide you with a multi-channel service and ensure that we serve at your convenience, whenever possible
  • We welcome your feedback and suggestions to serve you better

Your Commitment to Us

  • Appreciate efforts of the staff members at your service and treat them with mutual respect
  • Provide identification documents when requested
  • Provide the supporting documents required to complete a service
  • Inform us immediately of any changes to information provided or in case of error
  • Inform us immediately of any changes that may affect service provision
  • Respond in a timely manner to queries of staff to ensure timely service and quality

The Customer Charter highlights the rights and duties of customers including the professionalism of service delivery, speed of service delivery, performance, and personal treatment, among others. These have been prepared in accordance with international best practices by adopting the concepts of excellence in customer service, good reception services as followed by the hospitality industry, and efficiency in performance that marks the banking sector.

The various aspects of customer service by federal government staff will include: transparency, respect, professionalism, strong knowledge base and swift responsiveness to customer needs.

The Customer Charter also covers customer responsibilities towards the federal government such as mutual respect, preparation of necessary documents required to complete the transaction in advance, notifying the staff in the event of error or changes in data, personal information or circumstances relating to the completion of service, as well as responding to any queries from the service team.

The Customer Charter is part of the Emirates Government Service Excellence Programme which Sheikh Mohammed launched last MarchIn an effort to improve the efficiency of public services. Under the programme, all government service centres will be classified on the basis of a set of criteria, including swiftness of transactions, availability of information, diversity of channels of delivery and innovation. (WAM)

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