MoFA Launches Inaugural Customer Council To Enhance Services For Diplomatic Missions In UAE

The Ministry of Foreign Affairs (MoFA) has launched its first Customer Council for accredited diplomatic missions in the UAE for 2025. This initiative, developed with the Prime Minister’s Office, was attended by Omar Obaid AlHesan AlShamsi, Undersecretary of MoFA, and Mohamed Rashid bin Taliah, Head of Government Services for the UAE Government. Ambassadors, mission heads, and senior ministry officials were also present.

MoFA emphasised that these Customer Councils are strategic platforms designed to engage customers in shaping and assessing government services. This approach underscores the ministry's dedication to a participatory model that values customer feedback, evaluates their experiences, and transforms challenges into opportunities for improvement.

The initiative supports national efforts to create a more agile and responsive government. It aligns with the UAE Government Services Excellence Programme and the Zero Government Bureaucracy Programme standards. These councils are instrumental in sharing the UAE’s innovative approach to government service delivery globally.

The Customer Councils focus on fostering strong partnerships with customers by actively listening to their insights. All suggestions collected through these councils undergo thorough analysis to develop solutions that meet international standards and best practices.

The councils highlighted MoFA's advanced service models that streamline traditional procedures. These integrated solutions cover various services such as official delegation visit requests to the UAE, immunities and privileges, and international judicial cooperation.

By engaging customers in co-designing services, MoFA aims to enhance service delivery efficiency. This participatory approach ensures that customer feedback is central to developing effective solutions tailored to their needs.

This initiative reflects MoFA's commitment to providing excellent services while promoting collaborative partnerships with all stakeholders. The ministry continues to prioritise listening to customer feedback as a means of improving service delivery across diplomatic missions.

With inputs from WAM