The two customer service centers at the Ministry of Energy and Infrastructure and Kalba Hospital received a 5-star rating
ABU DHABI, 1st May / WAM / The Global Star System for Service Rating, affiliated with the Prime Minister’s Office, announced the results of the re-evaluation of the entities that received 3 stars for the year 2023, which included obtaining the customer service center at Kalba Hospital, affiliated with the Emirates Health Services Corporation, and the customer service center at Kalba Hospital, affiliated with the Emirates Health Services Corporation. The services of the Ministry of Energy and Infrastructure in Ras Al Khaimah were rated 5 stars, after being given 60 days to improve service results.
The customer service center at Kalba Hospital, affiliated with the Emirates Health Services Corporation, moved from the 3-star category to the 5-star category, in the same classification, after it rose in the secret shopper standard to 96%, and in the customer satisfaction standard to 86%, an increase of 51%. While the customer’s pulse score rose to 90%.
The center developed the customer’s journey by facilitating the payment process and channels, increasing the number of outpatient clinic working hours, unifying communication channels with the customer, developing many services such as the medication delivery service, activating the service of automatically booking a review appointment before the patient leaves, and developing the infrastructure by redesigning the center. Service and emergency, increasing the number of employees and medical staff, adding 7 nurses and 6 emergency doctors, and reducing the average waiting time to obtain emergency services, appointments, medical reports, and entering the doctor.
The evaluation of the Ministry of Energy and Infrastructure services center in Ras Al Khaimah rose in the secret shopper standard to 88% in the latest classification, in the customer satisfaction standard to 77%, and in the customer pulse score to 98%, which is an improvement that moved the center’s evaluation from a 3-star level. To 5 stars in the overall rating.
The center developed the customer journey by reviewing and developing the feedback and complaints management mechanism, appointing a customer relations manager, developing services by holding customer councils and communicating directly with them, accelerating the issuance of decisions, and developing the infrastructure by redesigning the service center in accordance with the volume of demand, and allocating a special office to receive customers. Those who have special cases and support them, in addition to supporting the housing file, completing the delivery of housing in residential complexes, and reducing the waiting time to obtain the service.
It is worth noting that the UAE government adopted, in November 2023, the results of the global star system for rating services for the year 2023, as the fifth cycle for evaluating service centers and the second cycle for evaluating call centers and digital channels in the UAE government included 124 government service channels distributed among service centers, websites, smart applications, and centers. Communications affiliated with 25 ministries and federal government agencies.
The service channels, which included 61 service centers, 25 websites, 18 smart applications, and 20 call centers, were evaluated by Emirati experts in the global star system for classifying services, with 6 service centers receiving a 6-star rating, including 3 centers affiliated with the Ministry of Interior. And 3 centers affiliated with the Federal Authority for Identity and Citizenship, Customs and Port Security.
The UAE government launched the global star system for rating services in 2011, with the aim of reformulating the concept of providing government services. The system was developed in 2019 to include new standards to cover call centres, websites, smart applications, and service centres.
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