The UAE government has launched the customer happiness formula as a new initiative to enrich happiness and positivity by providing employees in customer happiness centres with a range of tools and values to enable them to implement the government’s initiatives in achieving happiness and positivity. The formula, which is based on the customer service charter, aims to highlight the commitment of government entities to provide services that will help achieve the happiness of customers. It includes three main elements: employees who take pride in providing excellent government services; government entities dedicated to make customers happy; positive and proactive customers. The customer happiness formula would enable government entities to create happiness by building active and positive partnerships between the three parties: employee, entity and customer. Ohood bint Khalfan Al Roumi, Minister of State for Happiness and Director-General of the Prime Minister’s Office, stated that happiness is a journey focused on all segments of the UAE society, and the role of the government is to create an incubator environment to achieve this goal. Al Roumi said the vision and directives of Shaikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, confirms that happiness is a way of life for the UAE society and the ultimate goal of government function. She also emphasised the importance of providing positive and happy environments for all government employees to enable them to bring happiness to customers. Al Roumi pointed out that the National Programme for Happiness and Positivity focuses on developing government environment to promote a culture of customer happiness. The government has begun to take steps to change the name of the customer service centres to customer happiness centres, and the name of customer service employees to customer happiness employees. Hessa Essa Buhumaid, Assistant Director-General for Government Services and Pioneership at the Prime Minister’s Office, said the Emirates Government Services Excellence Programme developed ‘Customer Happiness Formula’ based on the UAE government efforts to spread the culture of customer happiness, provide the best results, and support the government’s performance model focused on happiness and positivity. Buhumaid added that the Program benefited from the UAE’s experience in developing successful and innovative government services, and best practices to ensure happiness of customers.
Source: Khaleej Times