The UAE Ministry of Foreign Affairs (MoFA) has launched its inaugural Customer Council for accredited diplomatic missions, marking a significant step in enhancing service delivery for foreign diplomats in the country.
The event of this year was co-developed with the Prime Minister’s Office and attended by key figures, including Omar Obaid AlHesan AlShamsi, Undersecretary of MoFA, and Mohamed Rashid bin Taliah, Head of Government Services for the UAE Government. Ambassadors, heads of missions, and senior officials also participated in the event.
The newly established Customer Council is part of MoFA’s ongoing efforts to improve its services. The council serves as a dynamic platform to engage directly with its customers, foreign diplomats and missions, to co-design and evaluate the ministry’s services. This initiative underscores MoFA’s commitment to a participatory model that encourages feedback, addresses challenges, and transforms them into opportunities for continuous improvement.
MoFA highlighted that Customer Councils serve as a strategic dynamic platform to actively engage customers in co-designing and evaluating government services. This reflects the ministry’s commitment to a participatory model that prioritizes listening to customers’ feedback, assessing their experiences, and turning challenges into opportunities for a better development.
The initiative aligns with the UAE’s national goals of building a more agile, responsive government and supports key programs such as the UAE Government Services Excellence Program and the Zero Government Bureaucracy Program. By involving diplomatic missions in the design and evaluation of government services, the initiative highlights the UAE’s innovative approach to service delivery, which is being shared with countries worldwide.
The MoFA Customer Council focuses on improving several key services, including official delegation visit requests, immunities and privileges, and international judicial cooperation. The council encourages open dialogue, allowing for the collection of valuable feedback that will guide future service enhancements and ensure that MoFA’s offerings continue to meet the needs of diplomatic missions.
Through this initiative, MoFA aims to create a collaborative environment where customer feedback is integral to the ongoing development of government services that meet international best practices. All proposals and suggestions gathered through these councils are thoroughly studied and analyzed to develop customer-focused solutions that align with leading international standards and best practices.
