Hamdan Bin Mohammed Approves Results Of 2024 Dubai Government Happiness Indices And Mystery Shopper Survey

H.H. Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, has endorsed the 2024 outcomes of the Dubai Government Customer and Employee Happiness Indices. The report, produced by the Dubai Government Excellence Programme (DGEP), highlights a customer happiness score of 93.8%, employee happiness at 86.7%, and a Mystery Shopper score of 95.8%. These results reflect the dedication to public service excellence in Dubai.

The Mystery Shopper survey plays a crucial role in evaluating government services' quality across various platforms like service centres and websites. It recorded an average happiness score of 95.8% for 2024, providing insights that drive improvements and ensure operational excellence in government entities.

Sheikh Hamdan praised the achievements, stating, "Under the vision and guidance of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Dubai continues to set new global standards in public service excellence." He emphasised that these accomplishments highlight the commitment to exceeding expectations and positioning Dubai as a leader in innovative governance.

The top performers in customer happiness for 2024 were Mohammed Bin Rashid Housing Establishment with 98.75%, followed by Dubai Electricity and Water Authority at 97.01%, and Islamic Affairs and Charitable Activities Department at 96.99%. In employee happiness, Mohammed Bin Rashid Housing Establishment led with 96.7%, Awqaf Dubai scored 96.2%, and General Directorate of Residency and Foreigners Affairs - Dubai achieved 95.3%.

H.H. Sheikh Hamdan instructed the DGEP team to enhance assessment methods by integrating feedback from customers and employees with institutional evaluations. This approach aims to align with the Government Excellence model categories, ensuring continuous progress based on public insights for future service delivery advancements.

The indices were developed using an advanced online platform that tracks performance, offering insights for improvement areas. This platform allows government entities to strategically target efforts to enhance service quality, marking two decades of progress in governance and service delivery through these surveys.

Global Leadership in Public Services

His Excellency Abdulla Mohammed Al Basti stated: "Serving and bringing happiness to people is a top priority in government work." He highlighted how data-driven decision-making positions Dubai alongside leading global cities by using precise insights to monitor engagement and improve services.

Dr. Hazza Khalfan Al Nuaimi noted that record-breaking results in the indices reflect a commitment to continuous development. Future efforts will focus on empowering government entities to innovate further while refining methodologies to integrate actionable feedback into practices, enhancing performance levels among customers and employees.

Eman Al Suwaidi emphasised benchmarking methodologies against global best practices to prioritise excellence in studies' design and conduct. This approach empowers entities to cultivate positive environments, deliver pioneering services, and create integrated experiences advancing Dubai’s vision as the world’s happiest city.

The findings from these studies have helped consolidate Dubai’s position as a leader in government excellence over two decades, showcasing its proactive approach to achieving world-class standards through consistent progress in governance.

With inputs from WAM