Dubai Economy has announced the addition of government service centres to its Mystery Shopping programme, conducted as part of the Dubai Service Excellence Scheme (DSES). Accordingly, Dubai Economy has started receiving applications from local government departments wishing to enhance their customer service and continuously adopt best practices in their respective field of work.

The addition of government service centres will enable Dubai Economy to expand the excellence framework in Dubai and achieve improved customer satisfaction in government services, thus promoting commercial and economic activity in Dubai and across the UAE.

The Mystery Shopping reports are a critical component of DSES, launched to evaluate and recognize private sector service excellence 17 years ago as part of the Business Excellence Awards. The government agencies participating in the Mystery Shopper initiative receive 12 reports annually, covering the most important service touchpoints in their work. The reports will allow the service centre in enhancing competencies as well as in advancing quality standards and innovation in the service they provide. In addition, Best Performing Government Entities will be recognised at the annual BEA Award Ceremony along side private entities.

Commented Khalid Al Kassim, Assistant Director General for Economic Affairs in Dubai Economy: “Our evaluation and recent statistics have revealed how serious government service centres are about improving service quality and participating in the Mystery Shopper programme as part of joining the Dubai Service Excellence Scheme in the next phase. We will support the government service centres to provide the best services and enhance their competitiveness, thus strengthening Dubai’s position as a global business hub and regional gateway.”

“Dubai Economy strives to strengthen Dubai’s reputation and sustain its growth across all levels, including in all categories of government services. Our goal is to support our government partners in Dubai and the UAE to improve performance, productivity and customer service,” Al Kassim said adding that Dubai Economy is inviting applications from government entities wishing to join in this march towards excellence, along with private companies.

The Mystery shopper reports will measure critical aspects of customer service which include the promptness in service delivery, the waiting time, the accuracy of the information provided, going the extra mile and the excellence culture in offering the service. The report is treated with high confidentiality and submitted only to the requesting party.

Dubai Economy launched DSES in 2002, under the patronage of H.H. Shaikh Mohammed Bin Rashid Al Maktoum, Vice President, Prime Minister of the UAE and Ruler of Dubai, as part of its efforts to improve business standards and customer service quality as well as to spread the culture of performance excellence in the fast-growing services and the retail sector in the UAE. Over 300 mystery shoppers have been trained under the programme and together they have produced nearly 110,000 reports, eventually crowning 600 winners with the Business Excellence Awards.

For more information on the DSES Mystery Shopping programme, please email DSES@dubaided.gov.ae or call 04-4455833.