The UAE Ministry of Energy and Infrastructure (MoEI) is further enhancing its integrated customer service ecosystem by adopting global best practices, most notably the Global Star Rating System for Services.
This contributes to enhancing the quality of government services and elevating customer experience within a comprehensive customer-first approach that aligns with the UAE Government’s direction toward digital government and zero bureaucracy.
The adoption of the Global Star Rating System for Services represents one of the strategic pillars of government service development. It is designed to deliver an exceptional and seamless customer experience based on advanced international standards that focus on service and channel quality, ease of access, and procedural efficiency.
Laila Al Blooshi, Director of the Strategy and Future Department at MoEI, said that the implementation of the system provides a comprehensive framework for enhancing the service ecosystem by unifying service delivery standards across various government channels and ensuring a consistent customer experience. This helps guarantee the delivery of high-quality services in line with the best international practices.
She explained that the ministry has aligned its service delivery channels – including the contact centre, website, and smart application – within an integrated system that supports the requirements of global classification standards and contributes to improving the customer journey and increasing satisfaction levels through the continuous use of digital technologies and data analytics.
Al Blooshi added that the contact center is one of the key pillars of the customer service ecosystem, relying on smart communication management systems and unified knowledge bases, ensuring the provision of accurate and consistent information across all channels. This approach enhances responsiveness and improves the efficiency of government service delivery.
As part of its digital transformation efforts, she explained that the ministry has developed its website into an integrated government platform offering 121 digital services and bundles, while also adopting advanced systems for real-time performance monitoring and data analysis. These measures contribute to improving service quality, proactively addressing technical challenges, and enhancing the user experience in line with global classification standards.
The MoEI has also enhanced its smart application in accordance with international best practices through continuous improvements based on usage data analysis and customer feedback. Additionally, it has implemented the interactive ASK MOEI platform, powered by generative AI technologies, which facilitates access to information and services and improves the speed of responses to inquiries, as per the statement.
