Sheikh Mohammed bin Rashid has criticised poor standards at a government service centre and pledged to remove staff who are not performing well. The Prime Minister and Ruler of Dubai shared an image of lengthy queues at a branch of Emirates Post.
In a strong message to all government departments in the UAE, His Highness Shaikh Mohammad Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai on Monday warned against poor customer service by laying bare a mystery shopper’s picture of a long queue of people at Emirates Post.
Shaikh Mohammad, who took to social media to make the statement, tweeted, “I have received this picture from a mystery shopper we sent to check the level of service at Emirates Post. This is not our level nor our service. I will not keep in my team whoever offers such a poor level of service.”
He said, “We have sent a team to investigate the level of services at one of Emirates Post’s branches. The team came back with this report, which I am sharing with you in full transparency. To all those working in Government, I say nothing will go unnoticed and without a transparent follow-up.”
In the report, Emirates Post was evaluated under the following heads: Services, effectiveness, customer experience, absorption capacity and service culture.
The service was found to “lack standards and benchmarks that reflect the centre’s commitment to customers’ happiness” as customers were seen waiting for a long time to complete transactions and Emirates Post was handing out IDs to customers in person. Seventy-five per cent of customers availed this service (in person).
As for effectiveness, the report said 80 per cent of IDs are handed out at the Emirates Post Al Karama branch. This huge number includes all those who have P.O. Boxes as well (Labour category). The services were not designed as per customers’ needs, it added.