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Hamdan bin Mohammed approves Dubai Government Customer and Employee Happiness Indices scores

DUBAI, 18th January, 2022 (WAM) — H.H. Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of The Executive Council of Dubai, affirmed that in line with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, the Government of Dubai continues to measure the happiness levels of employees and residents across Dubai, and set new goals for excellence as part of its objectives of enhancing Dubai’s competitiveness and leadership in government services.

Sheikh Hamdan made the remarks as he approved the results of the Government of Dubai Customer and Employee Happiness surveys, which are reviewed on an annual basis by the Dubai Government Excellence Programme, launched by the General Secretariat of The Executive Council of Dubai. The Dubai Government Excellence Programme shared the final reports with the participating government entities to use them as a benchmark and continually strive to improve results. The scores are shared with the community every year on 18 January as part of raising levels of transparency and quality of services.

Commenting on the scores, His Highness said: "The results of the Government of Dubai Employees and Customers Happiness Indices for 2021 reflect the high standards of excellence that His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, has instilled in the government sector and His Highness’s vision for providing the world’s best government services to the Dubai community. Our ability to achieve His Highness’s vision is clearly demonstrated by the progress seen in the results. The Employee Happiness Index and Customer Happiness Index reached 88% and 86.3%, respectively, with customer satisfaction increasing from 2020 ratings."

His Highness Sheikh Hamdan bin Mohammed commended the efforts of the entities that achieved the highest ratings in the Employee Happiness Index, including:

-Dubai Police Force who achieved a score of 96.6%.

-Public Prosecution who registered a rate of 94.7%.

-General Directorate of Residency and Foreigners Affairs of Dubai with a rate of 94.1%.

The Crown Prince also praised the efforts of the entities ranked highest in the Customer Happiness Index, including:

-Dubai Chamber of Commerce and Industry with a rate of 91.9%.

-Dubai Customs Department with a percentage of 91.8%.

-Dubai Police Force with a percentage of 91.3%.

H.H. Sheikh Hamdan bin Mohammed called on government entities to review the results and strengthen efforts to fulfill the expectations and aspirations of employees and customers. He stressed on the importance of engaging customers and improving performance to achieve the highest levels of satisfaction and happiness, which directly contribute to raising standards of excellence in government operations and meeting the topmost benchmarks of global competitiveness.

He added: "Serving people and ensuring customer happiness are the very foundation of government work, and we have the utmost confidence in our employees. We have constantly worked on enhancing our administrative approach, with service as the cornerstone of our activities, guided by the vision of His Highness Sheikh Mohammed bin Rashid to raise happiness levels in the Dubai community."

H.H. Sheikh Hamdan bin Mohammed reviewed the results of the Government of Dubai Employee Happiness Index presented by the Dubai Government Excellence Program, and the electronic platform that includes the indices’ results for all government entities. The Dubai Government Employee Happiness Index stood at 88%; the core index includes five sub-indicators.

H.H. also reviewed the results of the Government of Dubai Customer Happiness Index, which has been continually evaluated for more than 17 years. The Index has achieved steady growth and seen high ratings compared to global benchmarks, with a score of 86.3% in 2021. The level of confidence of customers in the services provided by the Dubai government has increased to 95.9%. The indicator includes seven sub-criteria for evaluation.

Throughout 2021, the Dubai Government Excellence Program developed the customer happiness study while separating the components on the "mystery shopper" and "society’s opinion" from it so that the customer happiness index can more closely reflect customers’ opinions and the extent of their happiness. The Program continued to integrate the results of the instant happiness index for services provided through websites and smart applications, which is handled by the Dubai Digital Authority.

Last year, the Dubai Government Excellence Program added institutional flexibility and speed of response to change, crises and emergencies in government entities as a criterion to measure the extent to which customers are satisfied with the measures taken by government entities, ensuring the continuity of services, and maintaining the health and safety of customers during the COVID-19 pandemic.

To ensure government entities are continually progressing and developing their services, the Dubai Government Excellence Program developed an electronic platform for calculating and displaying the results of the study, which enables users approved by government entities to view the detailed results of the entity in relation to the happiness of customers and the mystery shopper, compared to the average at the level of the Government of Dubai. Users can also compare the entity’s results in the previous year and review the results of each channel or centre from which the service was provided.

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Emirates

Hamriyah and Deira ports record AED 12.133b in customs declaration value for first nine months of 2023

Dubai Customs plays a crucial role as the frontline defense for community security, consistently advancing its customs centers to safeguard and facilitate maritime trade. H.E. Ahmed Mahboob Musabih, Director General of Dubai Customs, CEO of
Ports, Customs and Free Zone Corporation, recently visited Creek Customs Center, Deira Port, and Hamriyah Port Customs Center to evaluate progress and oversee ongoing efforts for continuous customs service development. During this visit, several executive directors, department heads, and customs center managers were present.

Ahmed Mahboob Musabih, accompanied by Rashid Al Dhabah Al Suwaidi, Acting Director of Seae Customs Centers Management, conducted inspections at Khor Customs Center, Deira Port, and Hamriyah Port Customs Center. Managers Abdulaziz Ibrahim Al Salman and Majid Salem Al Tawilah provided insights into workflow progress and accomplishments. Over the first nine months of this year, 62,454 customs declarations were processed, totaling AED 12.133 billion, with 19 seizures recorded during the same period. A visit to Hamriyah Port Customs Center showcased an advanced container X-ray inspection device, supporting increased inspection operations.

Subsequently, visits to Khor Customs Center and Deira Port highlighted achievements, including a notable seizure called the “Wheelhouse,” which successfully prevented an attempt to smuggle 243 kilograms of narcotics into the country. Commending customs employees, Ahmed Mahboob Musabih emphasized the pivotal role of maritime customs centers in ensuring community security and facilitating trade. The department collaborates for efficient goods clearance and acknowledges employee efforts
during the COVID-19 pandemic, contributing to the department’s support for global efforts to revive maritime navigation and international trade.

Musabih clarified that the department’s advanced capabilities in monitoring and inspection enable it to keep pace with the UAE’s rapid foreign trade growth. Supporting Dubai’s economic agenda D33, the department aims to double foreign trade and enhance economic partnerships with key global markets. Efforts to boost customs inspector efficiency continue through training courses, ensuring their ability to thwart smuggling attempts. Continuous development of X-ray scanning
devices and the K9 customs dog unit further enhances contraband control achievements. Rasheed Al-Dabah explained that the forthcoming period will witness the advancement of new initiatives and mechanisms in the realm of inspection and examination. These initiatives are grounded in a forward-looking perspective to introduce cutting-edge technologies utilized in examining maritime transport vessels, wooden ships, and ships engaged in fish trade.

He remarked, “Our endeavors are harmonized to enhance performance in sea customs centers, concurrently focusing on bolstering monitoring, tracking, and technical support activities to yield optimal outcomes through continuous and productive collaboration among all specialized teams within the department. The Customs centers in Deira, Al Khor, and
Hamriyah Port Customs Center shoulder their vital responsibilities in safeguarding society and facilitating maritime trade through Dubai Creek and Hamriyah Port, supporting the ongoing growth of the national economy.”

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Emirates

Dubai Customs Hosts Sharjah Housing Delegation to Strengthen Government Communication Ties

Dubai Customs, represented by the Corporate Communication Department, warmly welcomed a delegation from the Sharjah Housing Department. The purpose of the visit was to familiarize the delegation with the duties and responsibilities of the
Corporate Communication Department and its affiliated divisions. The delegation also aimed to explore the awards received by the department, notably the recognition as the Best Government Communication Team in the Sharjah Government Communication Award for 2023.

Khalil Saqer bin Gharib, Director of Corporate Communication Department, along with department managers, extended a cordial reception to the Sharjah Housing delegation, which included Dr. Ahmed Rashid Al Nuaimi, Director of Government Communication, Nada Sivan, Head of the Public Relations and Events Department, and Hamad Saleh Al Hamadi, Head of
the New Media Department. Bin Gharib highlighted the department’s commitment to strengthening communication with government entities to exchange practical experiences and knowledge. The delegation was briefed on Dubai Customs exceptional performance in customs operations and other facets.

The meeting delved into discussions on potential avenues for collaboration, with the Sharjah Housing delegation. Emphasis was placed on the crucial role played by Dubai Customs’ Corporate Communication Department, customs administrations, and centers in ensuring security and safeguarding society. The delegation was presented with an overview of the department’s working mechanisms, awareness campaigns, events, and activities conducted internally and externally, aligning with Dubai Customs esteemed reputation.

Furthermore, the Sharjah Housing delegation acquired an understanding of the best media practices adopted by the Corporate Communication Department, showcasing its outstanding performance in enhancing knowledge and media dissemination to all partners. This has resulted in the department establishing and fortifying relationships with local and international media
entities. The presentation also encompassed the factors contributing to the department’s receipt of the award for the Best Government Communication Team in the Sharjah Government Communication Award.

Dr. Ahmed Rashid Al Nuaimi, Director of Government Communication at Sharjah Housing, expressed appreciation for the efforts of Dubai Customs Corporate Communication Department, acknowledging its excellence and significant contribution to enhancing the department’s standing. Dr. Al Nuaimi affirmed Sharjah Housing’s commitment to fostering ongoing visits and meetings with Dubai Customs, aiming to achieve the highest level of coordination and benefit from the Corporate Communication Departmen’s experience in securing numerous local and international awards.

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Emirates

Zayed Sustainability Prize opens submissions for 2025 cycle

The Zayed Sustainability Prize, the UAE’s pioneering global sustainability and humanitarian award, has officially announced that the 2025 cycle is now open for submissions.  Submissions will be accepted until 23 June 2024 through the Prize’s online portal. Small to medium enterprises (SMEs), nonprofit organisations (NPOs) and high schools with sustainable solutions are invited to submit an entry for consideration in one of the six categories of Heath, Food, Energy, Water, Climate Action and Global High Schools. Commenting on the launch of the 2025 submissions cycle, H.E. Dr. Sultan Ahmed Al Jaber, UAE Minister of Industry and Advanced Technology, Director General of the Zayed Sustainability Prize, and COP28 President, said: “Since 2008, the
Zayed Sustainability Prize has honoured the legacy of Sheikh Zayed by fostering inclusive sustainable and humanitarian development around the world. In this decisive decade for climate change, these values are more important than ever. I am optimistic that the Prize will contribute to global climate action in line with the UAE Consensus, which will pave the
way toward an effective response to the Global Stocktake decision.” In response to the pressing climate crisis, and to further support the UAE’s efforts to accelerate practical solutions needed to drive climate action and uplift vulnerable communities around the world, the Prize has increased its funds from US $3.6 million to US $5.9 million. The Prize will reward US $1 million to each winner in the organisational categories of Health, Food, Energy, Water and Climate Action. Within the Global High Schools category, which is split into six world regions, each school can claim up to US $150,000 to start or further expand their project. The six world regions of the Global High Schools category are The Americas, Europe and Central Asia, Middle East and North Africa, Sub- Saharan Africa, South Asia, and East Asia and Pacific. The most recent Zayed Sustainability Prize winners were recognised at an Awards Ceremony held during COP28 UAE. To encourage a broader range of organisations and high schools to participate, the Prize will be accepting submissions in multiple languages, including Arabic, Chinese, English, French, Russian, Spanish, and Portuguese. This will ensure that innovative solutions from diverse linguistic and cultural backgrounds can be recognised. For the Health, Food, Energy, Water and Climate Action categories, organisations should prove that they are improving access to essential products or services in their targeted communities and are able to implement a long-term vision for better living and working conditions. For the Global High Schools category, projects should be led by students, and must demonstrate innovative approaches to address sustainability challenges. The evaluation of each submission to the Prize consists of a rigorous, three-stage process. First, due diligence is conducted on all submissions to ensure that they meet the Prize’s evaluation criteria of Impact, Innovation, and Inspiration. This identifies the qualified entries and results in the selection of eligible candidates. Following this, evaluations are undertaken by a Selection Committee consisting of category-specific panels of independent international experts. From this shortlist of candidates, the finalists are chosen and then sent to the Prize Jury who unanimously elect the winners across all six categories.   Winners of the Zayed Sustainability Prize will be announced at an Awards Ceremony during the 2025 Abu Dhabi Sustainability Week (ADSW).

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