"Energy and infrastructure"/ An integrated smart system that enhances customer experience
Abu Dhabi, 2 April / WAM / The Ministry of Energy and Infrastructure continues to develop an integrated customer service system, based on adopting the best international practices, most notably the global star system for rating services, which contributes to improving the quality of government services and enhancing the customer experience, within the framework of a comprehensive vision that places the customer at the top of priorities, and is consistent with the UAE government’s orientations towards digital government and eliminating bureaucracy.
The adoption of the global star system for rating services comes as one of the strategic pillars for the development of government services, as it aims to provide an exceptional and smooth experience to customers according to advanced global standards that focus on the quality of services and channels, ease of access, and efficiency of procedures, which reflects the country’s trend towards establishing a world-leading government model.
Laila Al Balushi, Director of the Strategy and Future Department at the Ministry, said that implementing the global star system constitutes an integrated framework for developing the service system, by unifying service provision standards across various government channels, and enhancing consistency in the customer experience, ensuring the provision of high-quality services in accordance with international best practices.
She explained that the Ministry worked to harmonize the service delivery channels, including the call center, the website, and the smart application, within an integrated system that supports the requirements of the international classification, and contributes to improving the customer’s journey and raising levels of satisfaction, by employing digital technologies and analyzing data on an ongoing basis.
She added that the call center is one of the basic pillars of the customer service system, as it relies on smart communication management systems and unified knowledge bases according to the principle of “one source of information,” ensuring the provision of accurate and consistent information across all channels, and enhancing the speed of response and efficiency of government service.
She pointed out that the Ministry of Energy and Infrastructure achieved advanced results in performance indicators, as the level of general satisfaction with call center services reached 96%, while the rate of resolving requests from the first call reached 91%, and the average quality of transactions recorded 92%, in addition to the increase in the employee professionalism index to 90%, which reflects the efficiency of the system and the quality of services provided.
Within the framework of digital transformation, she explained that the Ministry has developed its website to be an integrated government platform that provides 121 digital services and service packages, in addition to adopting advanced systems to monitor performance and analyze data in real time, which contributes to improving the quality of services, anticipating technical challenges, and elevating the user experience according to international classification standards.
She added that the Ministry developed its smart application in accordance with international best practices, through continuous improvements based on analysis of usage data and customer feedback, in addition to applying the ASK MOEI interactive platform based on generative artificial intelligence techniques, which contributes to facilitating access to information and services and enhancing the speed of response to inquiries.
She stressed that these efforts complement the state’s efforts to eliminate bureaucracy, by simplifying procedures, reducing requirements, and enhancing integration between government agencies, which contributes to providing proactive and flexible services that improve customer experience.
It is noteworthy that the UAE government adopts an integrated and advanced system for monitoring observations, suggestions, and complaints, which reflects a proactive approach based on understanding the customer experience and analyzing it accurately and continuously, the most prominent of which are Tawasul 171, Customer Pulse, the Secret Shopper, and customer councils, which as a whole aim to enhance community awareness of the role of monitoring and community interaction tools as an integrated framework for analyzing the customer experience, and to enable individuals to actively participate in developing government services and business development through multiple, easy-to-access interactive channels. The Ministry called for active participation in Sharek. Emirates by expressing an opinion on the topics presented on the platform.
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