The director of Kalba Hospital, one of the worst performing government services, has been replaced as a result…

H.H Sheikh Mohammed bin Rashid Al Maktoum Vice President of the UAE and Ruler of Dubai has unveiled the best and worst UAE government services for 2023.

Inspected annually, some 124 government services were evaluated this year, covering a range of government services provided through ministries’ buildings, call centers and digital services. The results saw 6 centres receive top marks, with a six-star rating bestowed upon services such as the Federal Authority for Identity, Citizenship, Customs and Ports Security; and the Ministry of Interior. A six-star rating was also awarded to the Al Dhafra Centre in the Western Region for exceptional performance. The centre moved up by two ratings from a four-star rating last year, to be recognised as a six-star service in 2023.

As well as those at the top of their game, Sheikh Mohammed also announced the worst performing centres, all of whom have been given a 60-day grace period to improve. A second evaluation will then be undertaken at these centres, with a decision then made on whether management changes should be made.

Among the worst performing service centres was Kalba Hospital, and Sheikh Mohammed announced via X, formerly Twitter, that a decision has already been made to replace its director. The Director General of the Emirates Health Foundation has also been required to work with the hospital over the next month to improve services. Also at the bottom of the performance scale was the Ministry of Energy and Infrastructure service center in Ras Al Khaimah, which has been given 60 days to improve.

The Ruler of Dubai explained that outstanding government service is “a right of the people” of the UAE, and added that “positive interaction with the public through service channels is a basic duty of every government official.”

First launched in 2011, the Global Star Rating System for Services (gsr.ae) was envisaged to ensure UAE government services measured up against global government standards. Since 2019, the annual inspection has also extended to cover contact and service centres, websites and smart applications. Service channels are evaluated and given a classification based on a number of factors, including results of the customer satisfaction survey and mystery shoppers.

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