His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, announced the results of the sixth cycle of the UAE Government’s Global Star Rating System for Services, which assesses the quality and development of government services based on user experience.

A total of 179 service delivery channels operated by 27 federal government entities were evaluated. The Ministry of Interior’s Fujairah Traffic and Licensing Services Centre topped the rankings with a seven-star rating.

Sheikh Mohammed congratulated Sheikh Saif bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Interior, and the ministry’s team on the achievement, saying the UAE’s vision for government services was established years ago.

“We want a government that anticipates people’s needs, exceeds their expectations and makes their lives easier and better,” he said.

Sheikh Mohammed added that the goal is for government services to rival the world’s best hotels in hospitality and customer care, the best banks in process accuracy and reliability, and the best airlines in speed and round-the-clock operations.

Improved performance across in-person, digital and call centre channels

The results of the sixth evaluation cycle showed that the performance of in-person service centres improved by 5 per cent compared with the previous cycle.

Digital channels recorded a 4 per cent increase in performance, while call centres achieved the strongest growth among the channels assessed, improving by 13 per cent.

The Fujairah Traffic and Licensing Services Centre received a seven-star rating, the highest awarded in this cycle.

The General Directorate of Identity and Foreigners Affairs in Fujairah, affiliated with the Federal Authority for Identity, Citizenship, Customs and Port Security, received a six-star rating.

The authority’s Customer Happiness Centre in Ras Al Khaimah also earned a six-star rating.

In the call centre category, the Ministry of Human Resources and Emiratisation’s call centre received a five-star rating.

The Global Star Rating System for Services assesses the quality of government service delivery and user experience across multiple channels, including in-person service centres, digital services and call centres. It aims to drive continuous improvement in the quality of UAE Government services.