Dubai’s 2024 Happiness Indices: A Benchmark for Excellence in Governance
DUBAI, 18th January 2025 — The results of the 2024 Dubai Government Customer and Employee Happiness Indices have been formally certified by H.H. Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister, Minister of Defense, and Chairman of the Executive Council of Dubai. Dubai’s ongoing commitment to excellence in governance and public service was further highlighted by the release of the Mystery Shopper poll results in addition to these initial findings.
This comprehensive yearly report, which documents exceptional achievements in several public service areas, was meticulously created by the Dubai Government Excellence Programme (DGEP), a branch of the General Secretariat of the Executive Council of Dubai. The exceptional Mystery Shopper score of 95.8%, customer happiness rating of 93.8%, and staff satisfaction rating of 86.7% were awarded to Dubai government organizations.
Recognizing Excellence in Public Service
H.H. Sheikh Hamdan commended the extraordinary achievements and emphasized their alignment with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister of the UAE, and Ruler of Dubai. He said, “Dubai continues to set unparalleled global standards in public service excellence, reflecting the work and passion of our government teams to meet and surpass public expectations.” “These outcomes demonstrate our emphasis on innovation, client satisfaction, and forward-thinking governance that puts people first.”
Sheikh Hamdan instructed the DGEP team to significantly enhance their assessment procedures by including comprehensive feedback from both personnel and consumers.
By using this method, evaluation systems are guaranteed to be inclusive, flexible, and in line with the Government Excellence Model’s categories.
These results will be celebrated at the upcoming Dubai Government Excellence Programme awards ceremony, reinforcing the emirate’s commitment to progress and service enhancement.
Outstanding Performers in 2024
The Mohammed Bin Rashid Housing Establishment emerged as a standout performer, securing the highest scores in both Customer Happiness (98.75%) and Employee Happiness (96.7%). Sheikh Hamdan applauded the establishment’s sustained success over three consecutive years, attributing their achievements to their unwavering focus on quality service delivery and fostering an environment that values both employees and customers.
Other top-performing entities in customer happiness included the Dubai Electricity and Water Authority (97.01%) and the Islamic Affairs and Charitable Activities Department (96.99%). In employee happiness, Awqaf Dubai (96.2%) and the General Directorate of Residency and Foreigners Affairs – Dubai (95.3%) achieved notable success.
“These accomplishments exemplify the core values of excellence and service that define the Government of Dubai,” Sheikh Hamdan remarked, congratulating the teams for their exemplary performance.
Key Results from the Survey of Mystery Shoppers
An average of 95.8% was found in the 2024 Mystery Shopper study. Service centers, contact centers, websites, and mobile applications were among the venues on which it offered a thorough evaluation of government services. These revelations have proven crucial in pinpointing areas in need of development and cultivating an innovative culture within government organizations.
Adherence to Growth and Sustainability
The Dubai Government Customer and Employee Happiness Indices and the Mystery Shopper survey have solidified Dubai’s standing as a world leader in governance over the last 20 years. Dubai is now a model city for cities throughout the world because to these studies, which have significantly improved service delivery and institutional resilience.
The indices are compiled using a cutting-edge online platform that provides detailed insights into government performance. This data-driven approach enables entities to identify specific areas for improvement and strategically enhance their service quality.
Driving Innovation Through Data
His Excellency Abdulla Mohammed Al Basti, Secretary General of The Executive Council of Dubai and Chairman of DGEP, highlighted the critical role of data-driven decision-making. “In today’s era, data is the wealth of governments. Dubai has been a pioneer in utilizing precise insights to monitor engagement and enhance services. We remain committed to advancing the government ecosystem, enabling entities to excel in delivering innovative, world-class services that exceed expectations,” he said.
Future Directions and New Developments
Dr. Hazza Khalfan Al Nuaimi, DGEP Coordinator General, stressed the value of using insights to drive ongoing improvement. He said, “Our steadfast dedication to improving service delivery and streamlining processes to guarantee actionable feedback drives future improvements is reflected in the record-breaking results in 2024.” “These initiatives are expected to improve satisfaction levels and strengthen Dubai’s standing as a world leader in public service excellence.”
The Executive Director of Assessments and Studies of The Executive Council, Eman Al Suwaidi, emphasized the significance of comparing methods to international best practices.
She stated, “Our focus on excellence and innovation ensures we deliver precise insights into customer and employee perspectives. This approach empowers government entities to create positive work environments and deliver pioneering services that advance Dubai’s vision of becoming the happiest city in the world.”
A Milestone in Dubai’s Journey Towards Excellence
The 2024 results commemorate two decades of steady advancement and the 20th anniversary of the Mystery Shopper survey and the Customer and Employee Happiness Indices. These accomplishments demonstrate Dubai’s commitment to implementing a progressive and competitive style of administration, keeping public service at the center of its success.
These outcomes serve as a roadmap for future developments as Dubai builds upon its history of innovation and service excellence, solidifying its place as a global leader in public service and governance.