Delivering superior service by evolving the service mindset of public servants
Client
The Executive Council of One of the Emirates in The UAE
Project Description
We developed a Customer Service Excellence journey for front-liners and managers to elevate the level of customer experience across all public service entities. The initiative aimed to achieve a key pillar of the Emirate’s vision by implementing world-class standards in customer service excellence, ensuring that leaders and front-line CSRs embody these principles in their daily work.
Geographical
Coverage
35 Public Service Entities
Employees
Impacted
1,400 Managers and CSRs
Situation
- The vision of the Emirate states that government services will be in the top five worldwide by 2030.
- They are using the Canada Service Point concept as the model, and they engaged a consultant for that purpose.
- The competency model produced by the consultant needed to be localized, Arabized, and brought to life, then propagated across the customer service personnel of the government across 35 entities
Key
Touch Points
Talent Pool
Involved
The project involved several levels of talents from across the government to ensure all aspects and challenges faced in different entities are part of the scenarios and relevant to all the audiences.
Project
Scope
Impact
In 2013 they were in the top 15. Today the Emirate Government Services is in the top 5
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