The results of Global Star Rating System for Services 2023 were announced by His Highness Sheikh Mohammed bin Rashid Al Maktoum

The fifth edition of the Global Star Rating System for Services 2023, as well as the second edition of the UAE government's evaluation of contact centres and digital channels, were revealed by the His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai. The thorough assessment examined 124 government service channels from 25 ministries and federal government agencies, including call centres, internet, smart apps, and service centres.

Not every centre performed well in the assessment, though. Sheikh Mohammed set a sixty-day ultimatum for these failing centres to improve their offerings. He stressed that if changes were not made, the employment contracts of the officials at these centres would be reviewed after this deadline expired and maybe terminated or amended. Sheikh Mohammed emphasised that it is essential for public servants to engage positively with the public via a variety of channels, reiterating the need of offering top-notch government services. Twenty contact centres, 25 websites, 18 smart applications, and 61 service centres were among the 124 service channels that were evaluated by Emirati specialists for the Global Star Rating System for Services.

Six service centres were awarded the esteemed 6-star grade. Fujairah Traffic and Licencing Service Centre, Sharjah Traffic and Licencing Service Centre, and Wasit Comprehensive Police Station in Sharjah were three of these top-rated centres that were connected to the Ministry of Interior. Al Barsha Customer Service Centre in Dubai, Customer Service Centre in Al Dhafra, and Al Rashidiya Customer Service Centre in Dubai were the other three six-star centres that were under the jurisdiction of the Federal Authority for Identity, Citizenship, Customs, and Ports Security.

A 5-star grade was also given to 29 service centres, of which 21 were under the Ministry of Interior and 7 were under the Federal Authority for Identity, Citizenship, Customs, and Ports Security. Ajman Police Traffic and Patrol Department, Comprehensive City Police Station in Fujairah, Kalba Police Station in Sharjah, Industrial Area Police Station in Sharjah, Eastern Region - Sharjah, Al Nuaimiya Comprehensive Police Station in Ajman, Ras Al Khaimah Traffic and Licencing Service Centre, Al Mamoura Comprehensive Police Station in Ras Al Khaimah, Al Gharb Comprehensive Police Station in Sharjah, Vehicles and Drivers Licencing Department in Ajman, Al Hamidiya Comprehensive Police Station in Ajman, and Masafi Comprehensive Centre in Fujairah were among the 5-star-rated service centres attached to the Ministry of Interior.

The following customer service centres have received 5-star ratings from the Federal Authority for Identity, Citizenship, Customs, and Ports Security: Al Ain Customer Service Centre; General Directorate of Residency and Foreigners Affairs in Umm Al Quwain; General Directorate of Residency and Foreigners Affairs in Ajman; Khalifa Customer Service Centre in Abu Dhabi; Khalifa Medical City Centre for Customer Service; Musaffah Customer Service Centre in Abu Dhabi; and Fujairah Customer Service Centre.

Other government service centres in the UAE were rated 3 and 4 stars, indicating a wide range of service quality. These centres belonged to different organisations.

The evaluation included a review of call centres, internet, and smart apps in addition to service centres. A total of 17 websites received high ratings, including the Ministry of Foreign Affairs, the Ministry of Climate Change and Environment, the Telecommunications and Digital Government Regulatory Authority (TDRA), and the Ministry of Interior, which stood out with a 5-star rating.

The Ministry of Interior was rated five stars out of ten smart apps; the Federal Authority for Identity, Citizenship, Customs, and Ports Security and the Telecommunications and Digital Government Regulatory Authority were rated four stars. Seven were given three stars.