His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai has launched an eight language mystery shopper application to help measure the performance of government entities and services.
The application has been developed by the government of the UAE with the objective of making customers active partners in developing and enhancing services based on their feedback.
The mystery Shopper application is available in Arabic, English, Urdu, Hindi, Spanish, Chinese, French and Russian, and focuses on evaluating the customer journey. Customers can rate the various aspects of their experience including the location, ease of reaching it, reception, waiting time, simple processes, employee behaviour, completion time, service channels, etc.
Customers can share their feedback on the smart application either during or after their visit to the service centre.
His Highness Sheikh Mohammed said: “More than 30 years ago, we launched the mystery shopper programme and now that direction has become a comprehensive approach and one of the most important tools in improving government services today. The application encourages all members of the community to become mystery shoppers providing the government with instant evaluations of their experiences in obtaining government services, conveying success stories and identifying hidden soldiers and role models within government employees and reporting improvement aspects and development opportunities, as we want our government services to be the best of its kind in the world.”
أطلقنا اليوم في الحكومة الاتحادية تطبيق “المتسوق السري ” … بهدف إتاحة الفرصة لتقييم كافة الخدمات الحكومية المقدمة للجمهور وذلك بثماني لغات .. وكذلك تقييم مقدمي الخدمة ومراكز تقديم الخدمة وارسال اي ملاحظات للمسؤول حول جودة خدماتنا الحكومية .. https://t.co/rDYuaK7cCa pic.twitter.com/pgkHuQr38Q
— HH Sheikh Mohammed (@HHShkMohd) March 2, 2020
He added: “The doors of our government are open to people. The voice of the customer is always heard and his feedback is the essence of our attention and follow-up. The duty of the official in any government entity is the interaction and direct communication with people, listening openly to them in the field and improving services as per their expectations.”