UAE, May 13, 2017- In yet another achievement, the Dubai Courts has reported a 92 per cent improvement in the level of happiness of its customers according to the ‘Fourth Generation of Government Excellence System’ recently released by the Dubai Government Excellence Program. The latest results are the outcome of the long-standing and painstaking efforts of the Dubai Courts to provide a comprehensive portfolio of high-quality initiatives. Such initiatives are aimed at quickening the process of smart transformation, paving the way to a more efficient case management system, better enforcement of judgments, and improved customer service quality. This is in line with the strategic objective of bringing local and international attention to the judiciary as a system of trust and innovation.
Following the successive achievements in implementing ‘Smart Transformation’ policies, the Dubai Courts has created an outstanding record in boosting the level of Customer Happiness to 90 per cent with the launch of a total of 210 Smart Service in 2016. In keeping pace with these efforts, the Dubai Courts has launched the groundbreaking ‘Smart Judiciary System for Customer Happiness.’ It is the foundation for an integrated portfolio of initiatives aimed at supporting the process of litigation procedures and judicial services in compliance with the best international practices. The system covers Judgment Management, Publication of Judgments, Thara, Rasid, Upon Request, Shoor, Qareeb, Auctions, and Courts App. The ‘Smart Teller System,’ on the other hand, featured as one of the most important pillars of happiness in terms of saving significant time and effort as well as reducing the number of customers by 80 per cent by 2018. Meanwhile, as part of international benchmarks, the ‘Smart Performance Indices Program’ has left a positive impact on enhancing the decision-making process, boosting customer happiness, and raising performance efficiency.
H.E. Taresh Eid Al Mansouri, Director General of the Dubai Courts, stated that they remain committed to the national vision of improving the quality and efficiency of the services provided for achieving customer happiness. He pointed out that the move has helped to attain 92 per cent satisfaction in the Customer Happiness Index during 2016 and reiterated their complete commitment to implementing the targets of the ‘Strategic Document 2016-2019.’ He explained that this has made the happiness of the employees and stakeholders a top priority, a strategic goal, and a national responsibility under the vision and wise directives of H.H. Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, who has held the government bodies responsible for achieving the happiness of the people as being an ‘imperative mission that tolerates no delay.’
H.E. Al Mansouri said: “Our successive achievements in enhancing the happiness of customers and auditors were the driving force for us to take more advanced steps such as the introduction of a dedicated department for customer happiness as a part of the new organizational structure. The move is aimed at raising the Customer Happiness Index and securing the Service Quality requirements in keeping with the government directive of providing seven-star services. Most recently, the Dubai Courts has also adopted an approach based on enhancing the ability to apply corporate excellence standards and the principles of Fourth Generation of Government Excellence System to further continue improving judicial services and enhancing the quality and efficiency of customer services.”
“Being much closer to our ultimate goal of reaching 100 per cent satisfaction in the Customer Happiness Index, we are more resolved and determined to embrace the best international practices that would make our vision of being ‘internationally pioneering and distinguished courts’ a reality for us to deliver prompt justice and accessible services to everyone,” concluded H.E. Al Mansouri.