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MPDA organizes a workshop on the global star rating system for services

The Municipality and Planning Department in Ajman held an introductory workshop on the global star rating system for 7 stars services of the leading categories at the Fairmont Ajman Hotel with the presence and participation of Abdulrahman Mohamed Al Nuaimi, Director General of the Department, executive directors and directors of administrations of the Department.

The organization of the workshop came under the directives of the leadership and according to the requirements of the Emirates Program for Outstanding Governmental Service and the global star rating system. This workshop aims to raise awareness of the Emirates Program for Outstanding Governmental Service vision (providing outstanding governmental services with a 7-stars level), which is centered on the principles of focusing on the customer and the government efficiency of the leading category in the Department by explaining the importance of the program to the participants and achieving a paradigm shift in the efficiency of the provided services by the availably, access channels and rapid delivery of the service to ensure a comfortable and happy experience for the employees and customers of the Department, in addition to achieving excellence in completing the transactions.

The agenda of the workshop included several important points and elements of the global star rating system for services including presenting the Emirate Vision 2021 to be among the best countries in the world by 2021 as well as concentrating on the objectives of the Emirate Program for Outstanding Governmental Service, in addition to orientations, strategic priorities and guiding principles and the phases of implementing the 7-stars system project in the services centers of the Department and meeting the requirements of the system to achieve pioneership.

During the workshop, Sherif Al Jendi, Senior Consultant of Institutional Excellences and Services Quality, presented the elements and factors of the system as follows: strategic connection, customers, services, service access channels, customer experience, efficiency of service, creativity, human cadres and technology. In addition to the main phases of the centers assessment process, as follows: preparation, field visit, communication, documents review and center classification. Al Jendi mentioned that the assessment tool used in evaluating the services centers contains 127 questions to which the Department must provide descriptive answers according to the four levels of maturity on which the assessment and star rating tool depends on to measure their current stages, which are the initial stage, the development stage, the maturity stage and the pioneering stage. Then, the Department identifies the required stage by developing development plans and initiatives in terms of their applying efficiency and the value of the initiative after comprehending the key success factors in applying the initiative.

Marwan Mohamed Al Nuaimi, Director General of the Service Centers Administration, presented their successful experience in the Customer Happiness Center in the Main Office of the Department and the leading developments carried out in the office to benefit the Manama and Masfoot centers of the Department.

After his participation and following up the workshop, Abdulrahman Mohamed Al Nuaimi, Director General of the Department, asserted that, under the directives of Sheikh Rashid bin Humaid Al Nuaimi, the Department concentrates on customer happiness, which considers it the top priority of any government body in the emirate, pointing out that the Department works on achieving these objectives according to the directives of the Chairman of the Department, may Allah protect him, and pursuant to the stars rating methodology applied in the UAE.

The Director General stressed that the Department is working on implementing the Ajman Vision for 2021 and the directives of the Executive Council in Ajman, which require the governmental bodies across Ajman to provide 7-stars services to the customers as well as achieving qualitative jumps in providing varied access channels for the services and their efficiency, whether smart, electronic or regular services.

He added that strategic priorities of the Department consist in continuous advancement of customer experience, achieving integration of services through electronic connection and concluding agreements with the concerned bodies. Stressing that the Department focuses on the pioneering stage in providing the services. He urged all leading categories in the Department to support the services development work team of the Department and all customer happiness centers to achieve the pioneering stage. In conclusion, His Excellency honored Consultant Sherif Al Jendi and awarded him the Shield of Honor for his cooperation with the department and knowledge exchange.  


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