UAE Government reveals Customer Happiness Formula
Happiness Formula will focus on positive employees, government environment and proactive customers
The UAE Government has unveiled its ‘Customer Happiness Formula', an initiative to provide tools and values to government staff to help them achieve the government's happiness goals.
The Formula, which is based on the Customer Service Charter, aims to highlight the commitment of government entities to provide services that will help achieve the happiness of customers. It includes three main elements: Employees who take pride in providing excellent government services; Government entities dedicated to make customers happy, Positive, and proactive customers.
The formula expects government employees to be welcoming and display courteous behavior, professionalism, understanding, positivity, and innovation in providing services. Government entities should be committed to providing a hospitable environment that fosters a culture of happiness and positivity and provide fast, fair services to customers. They should also be innovative in the provision of future services and work with customers to develop new services.
Customers are encouraged to be positive and proactive, and provide constructive suggestions to contribute to the development of innovative services that create customer happiness.
The Customer Happiness Formula was discussed at a meeting of 100 officials from various Federal government entities, hosted by the Emirates Government Services Excellence Program.
Her Excellency Ohood bint Khalfan Al Roumi, Minister of State for Happiness and Director General of the Prime Minister's Office, stated that happiness is a journey focused on all segments of the UAE society, and the role of the government is to create an incubator environment to achieve this goal.
HE Al Roumi said that the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, confirms that happiness is a way of life for the UAE society and the ultimate goal of government function. She also emphasised the importance of providing positive and happy environments for all government employees to enable them to bring happiness to customers.
HE Al Roumi pointed out that the National Program for Happiness and Positivity focuses on developing government environment to promote a culture of customer happiness. The government has begun to take steps to change the name of the customer service centres to customer happiness centres, and the name of customer service employees to customer happiness employees.
Hessa Essa Buhumaid, Assistant Director-General for Government Services and Pioneership at the Prime Minister's Office, said the Emirates Government Services Excellence Program developed ‘Customer Happiness Formula' based on the UAE government efforts to spread the culture of customer happiness, provide the best results, and support the government's performance model focused on happiness and positivity.
Bu Humaid added that the Program benefited from the UAE's experience in developing successful and innovative government services, and best practices to ensure happiness of customers.