TRA Hosts a Workshop on the Emirates Program for Excellence in Government Services and the Global Star Rating System

Mobilk - The Telecommunications Regulatory Authority (TRA) hosted today an introductory workshop on the Emirates Program for Excellence in Government Services and the Global Star Rating System, which was attended by a large number of TRA employees in Abu Dhabi and Dubai. This workshop aims at enhancing the culture of excellence among employees and providing the service with the rating of seven stars by introducing participants to the importance of the program, and improving the efficiency of the services through the availability of service, multiple channels, and speed of delivery. In order to ensure a comfortable experience for all beneficiaries and achieve excellence in the completion of transactions.  

The agenda of the workshop included a number of important points and themes, including the review of the UAE vision 2021, and focus on the objectives of the Emirates Program for Excellence in Government Services, and the strategic directions and priorities and guidelines. The workshop also reviewed the methodology adopted in the development of government services, and the framework of the development of government services, which focuses on several aspects: Strategic connectivity, customers, services, service delivery channels, customer experience, service efficiency and innovation, human resources and technology.

Commenting on this workshop, H.E. Hamad Obaid Al Mansoori, TRA Director General said: "We at the TRA believe that the customer is a top priority for any government entity and we are working to achieve this in accordance with the guidance of our wise leadership and in accordance with the methodology of the applied Global Star Rating System. We are working on implementing the UAE Vision 2021, which stipulates that government entities should provide excellent services in the category of seven stars, and improve the variety of services provision and efficiency whether it was smart, electronic, or traditional services. The strategic priorities for us in this regard is in the continuous upgrading of the customers experience, and the integration of services through electronic connectivity and the signing of agreements with the concerned parties." 

Hana Al Marri, Manager Customer Happiness Section, stated: "This workshop aims to introduce the employees to the objectives and directions of the UAE regarding the Emirates Program for Excellence in Government Services, and focuses on the role of the employee of the customer happiness department in being positive, proactive, and cooperative with his colleagues. In addition to obtaining the necessary training and the equipment and techniques that help him, and the efficiency of service through its simplicity and cost, and the governance of the service through excellence and intelligence, and creativity in providing.

The workshop also focused on the pillars adopted in the classification of the centers of customer happiness, namely strategic connectivity, the customer, the service, delivery channels, customer experience, service efficiency and creativity, human resources and technology. The workshop also included a detailed explanation of the mechanism adopted in the assessment of government services and the four maturity levels of services, namely the primary stage, the stage of development and maturity, and the stage of leadership.