Government Entities Receive Customer and Employee Satisfaction Study Reports

Transcription

1 During workshops organized by the GSEC- Abu Dhabi for government entities Government Entities Receive Customer and Employee Satisfaction Study Reports Customer and employee satisfaction results at government entities are among the evaluation inputs for the Abu Dhabi Award for Excellence in Government Performance. Customer satisfaction is a government objective and a priority of the Abu Dhabi Government Excellence System. Dr. Yasir Al Naqbi: Spreading awareness among government entities is a key part of the Abu Dhabi Government work approach. The employee satisfaction study included 40,000 employees and the customer satisfaction study included 25,000 customers. Abu Dhabi, 26 March 2017: The General Secretariat of the Executive Council- Abu Dhabi confirmed the importance of studying customer and employee satisfaction, adding that it is

2 in the process of issuing official relevant studies after receiving comments from government entities. The guides to be published based on customer and employee satisfaction surveys will help government entities implement an effective and unified methodology to measure results and consequently help improve government work in the Emirate of Abu Dhabi. The guides provide a framework that helps conduct benchmarking studies based on survey results on various levels. They will also help government entities draw a clearer picture of the result measurement process and will create an integral approach to surveying from beginning to result analysis. They will further allow government entities to conduct internal studies and develop them according to set frameworks and regulations in line with government requirements and the rapid development seen in the emirate s various sectors. Dr. Yasir Al Naqbi, Director of the Abu Dhabi Excellence Program at the GSEC said in this context: Institutional excellence is an essential part of our culture and helps develop and improve institutional performance. To reach this goal, we 2

3 need hard work on all levels. This is why the GSEC has prepared the two guides and is working on circulating them on all entities to promote continuous development and improvement, and implement the best government and operational practices. He added: Customer and employee satisfaction results are part of the Abu Dhabi Plan indicators and the guides are linked to the measurement of these indicators. These indicators are also part of the key standards for which entities are evaluated within the Abu Dhabi Government Excellence System continuously and throughout the year. Therefore, when entities follow a unified indicator measurement methodology, they improve their ability to achieve their goals and target results. Al Naqbi confirmed that sharing information among government entities is an essential practice in the Government of Abu Dhabi, and based on this principles, comments from government entities are regularly taken into consideration as the entities are seen as effective and essential partners in the emirate s excellence system. The Director of the Abu Dhabi Excellence Program then noted that entities have full authority to start using the methodology 3

4 mentioned in the guides, each according to its role. He added that the Program is currently preparing a final version of the guides to be launched and shared with government entities. He also explained that great importance is given to employees at the Government of Abu Dhabi, and the wise leadership prioritizes employee happiness, the provision of an ideal environment for productivity, and the appreciation for accomplished work. This culture is instilled in all government employees and is important in improving the roles of employees and increasing their productivity. The Abu Dhabi Excellence Program measured employee satisfaction in the Abu Dhabi Government in 2012 and consequently prepared a study on employee satisfaction using the same methodology in 2015 with the participation of 40,000 employees representing 68 entities. This year, the Program prepared a guide for surveying employee satisfaction using the same methodology used in 2012, with the aim of allowing entities to use the guide internally through a unified, measurable ad comparable mechanism. Customer satisfaction survey guide 4

5 The Director of the Abu Dhabi Excellence Program also confirmed the importance of implementing the methodology mentioned in the guide between government entities, saying the methodology is reflected in the entities plans and strategies, themselves part of the Abu Dhabi Plan and aimed at providing a unique and excellent experience to customers in a way that exceeds their expectations and increases their satisfaction. The Abu Dhabi Excellence Program conducted, in , a second customer experience study that included over 25,000 customers to get their comments and suggestions on 97,000 government services provided by 40 government entities. The results were shared with the entities in coordination with the Executive Committee. Workshops were also organized to explain the study s methodology and the content of the reports, and to answer queries from the entities and allow them to better understand the results and benefit from them while drafting plans to improve customer satisfaction. The Program is preparing the final version of the guide to survey customer satisfaction and government entities were provided with a draft of the guide last January, noting that the 5

6 guide seeks to guarantee the best use of methodologies to design and implement customer satisfaction surveys. Workshops were held to explain the guide s content, clarify the methodology and required measures, and answer queries and comments from the entities. - End - Accounts of the Office of Government Communication: YouTube: OGC Abu Dhabi Press release issued by the Office of Government Communication / of the General Secretariat of the Executive Council 6