The Emirates Identity Authority has announced that it amended one of the corporate values enlisted in its strategic plan 2014-2016 from ‘focus on the customers’ to ‘making the customers happy.’ It also fixed a daily indicator to measure the happiness of its customers and their satisfaction about its performance and services.
The Emirates ID said its adoption of this corporate value as part of its strategic plan comes within the framework of complying with the directives of Vice President and Prime Minister and Ruler of Dubai, His Highness Sheikh Mohammed bin Rashid Al Maktoum, with respect to the launch of the happiness index. The Authority said it was committed to supporting all initiatives aimed at transitioning to smart government.
The Emirates ID said it had begun to develop the mechanisms for measuring the happiness of its customers on a daily basis in terms of an integrated online system that allows them to evaluate the services and performance. This will help the process of constantly improving the level of services offered to the customers, as their feedback gets instantly transmitted to the leadership in real time.
The decision to amend the principle was taken at the 29th Higher Management Committee meeting of 2014 held a day before yesterday under the chairmanship of Dr. Ali Mohamed Al Khouri, Director General of the Emirates ID, at the Al Barsha Customer Services Centre of the Authority in Dubai.
The Emirates ID pointed out that the measurement of happiness would also include the employees, as their happiness and satisfaction is an essential pre-condition for offering pleasing services to the customers. The meeting, which was attended by top officials from various sectors of the Authority, took appropriate decisions on issues listed on the agenda.
The Strategy of the Emirates ID for 2014-2016 comprised six corporate values – Making customers happy, teamwork, confidence, integrity and accountability, Proactive approach and creativity and adherence to quality.